Technological adaptation and MDabroad’s AI-enabled future

Scott Rosen, Founder & President of MDabroad, talks to this about innovative approaches to claims processing, the role of technology in enhancing trust in the payer-provider relationship, and how life as an expatriate has provided insights that are further driving MDabroad’s mission

Let’s get straight down to business. What are MDabroad’s main areas of focus?

Founded in 2000, MDabroad has become a vital partner for numerous IPMI and travel insurance companies, hospital groups, and third-party administrators. We are committed to delivering unparalleled case management through our global provider network and innovative service delivery.

In an industry that often lags in technological adoption, MDabroad stands at the forefront, implementing cutting-edge solutions in a compliant manner – an ongoing challenge in a highly regulated environment. For medical providers, we ensure rapid payment, significantly reducing administrative burdens and operational inefficiencies.

What problems are platforms like MDabroad solving for both payers and providers?

Both payers and providers face significant inefficiencies and costs when managing small cross-border claims. In many cases, the administrative costs of processing these claims surpass the claims’ value. MDabroad addresses this by offering a platform for online claims submission, instant adjudication, and immediate payment.

Our compliance-focused approach ensures that these solutions meet regulatory requirements, especially in regions like the US, Canada, and Western Europe where operational costs are high. By utilising AI and automatic claims adjudication, we help companies save substantial amounts of money, making our platform particularly valuable in these markets.

Additionally, our integrated claims financing helps clients with limited liquidity benefit from prompt provider payments, something that legacy systems are often unable to handle effectively.

How has the payer–provider relationship evolved in recent times, thanks to new technologies? How do you see this relationship being enhanced further as new tech solutions are created?

The payer-provider relationship has traditionally been fraught with challenges, particularly due to inefficiencies and a lack of trust. Many legacy systems are simply not equipped to adapt to the rapid pace of technological change, creating a barrier to progress. At MDabroad, we’ve leveraged technology to transform this dynamic. Our AI-driven platform not only simplifies the claims process, reduces friction, and builds trust between payers and providers but also significantly lowers operational costs, particularly in high-cost regions. As the industry continues to evolve, those who cannot adapt their expensive, outdated systems will struggle to keep up. In contrast, MDabroad is leading the charge, setting new standards for efficiency and transparency.

As an avid traveller and expatriate yourself, do you constantly gain new insights that you carry through into your work?

Absolutely. Living abroad with an IPMI policy has given me firsthand experience with the frustrations of out-of-pocket payments and the cumbersome reimbursement process. This personal insight drives our mission at MDabroad to eliminate these pain points.

We understand that expatriate insurance providers are often heavily focused on sales and operations, sometimes at the expense of service quality. At MDabroad, we are part of the change in the industry – moving away from the traditional reliance on friction and poor service as cost-saving measures.

Our AI-driven solutions are not only improving service quality but are also providing substantial cost savings, particularly in high-cost markets, making our investment in technology both strategic and necessary.

What’s next for MDabroad?

MDabroad’s innovation team is focused on developing an AI-driven CRM with a multilingual omnichannel service tool that reimagines our interactions with members, providers, and internal teams. This represents our largest investment to date, and it’s designed to overcome the limitations of legacy systems that many in the industry still rely on.

Our vision, coupled with our exceptional team, sets us apart from competitors who lack the foresight or resources to make such advancements. By prioritising this investment, we’re addressing the industry’s most challenging labour and logistical issues in a compliant manner, positioning ourselves as leaders in technological innovation.

Additionally, our use of AI and automatic claims adjudication is set to deliver significant cost savings, particularly for companies operating in high-cost regions. While we’re not yet handling a million claims per year like the industry’s largest players, our platform is unlocking the scalability needed to reach that milestone. In 2025, we plan to share this breakthrough with the broader market.