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Jens Baas & Dennis Chytrek

Health Insurance Companies in the Age of AI Assistants

Healthcare is becoming increasingly complex—and increasingly digital. As personal digital assistants enter the mainstream, they are reshaping how individuals navigate their health, make decisions, and interact with insurers. For health insurance providers, this marks not just a technological shift, but a fundamental redefinition of relevance.

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AI-powered assistants will become the main interface between people and the healthcare system—forcing insurers to rethink their role, services, and infrastructure from the ground up.

The age of Personal Digital Assistants (PDAs) is approaching fast. Soon, these AI-powered companions will manage appointments, track health data, recommend providers—and guide patients through the entire healthcare system. For health insurers, this means more than digital transformation. It means being present in the everyday decisions of their customers. What began with chatbots and process automation is evolving into something much deeper: dynamic, real-time integration into people’s lives. Health insurers who adapt early will not only improve operational efficiency, but also gain lasting trust and proximity in a landscape where relevance is defined by access, responsiveness, and personalized support.

When AI Becomes the First Point of Contact:
A New Era for Health Insurers

What you’ll learn

How AI is already used for customer service, fraud detection, and process automation in insurance
What role AI can play in prevention, risk prediction, and chronic disease management
How PDAs will shape the patient journey—from diagnosis to appointment booking to follow-up care
Why open platforms, APIs, and interoperability are becoming critical for insurers
What challenges lie ahead in privacy, regulation, and ethical use of health data

Jens Baas is CEO of Techniker Krankenkasse. His vision is a public health insurance for the digital age. TK is Germany’s largest statutory health insurance with 12 million people insured. Previously he worked for the Boston Consulting Group as a Partner and Managing Director responsible for payers & providers, and also serving the pharmaceutical and medical technology industries. Baas holds a degree in human medicine from the University of Heidelberg. After graduating, he worked in the surgical department at the university hospitals of Heidelberg and Münster.

About the Author
Dr. Jens Baas

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Dennis Chytrek has been the personal advisor to the CEO of Techniker Krankenkasse (TK) since 2019. Previously, he was deputy press spokesman and press officer in TK’s corporate communications department. He studied political science and law in Hamburg and Sweden. Before joining TK, he worked as a freelance journalist and consultant for a health communications consultancy.