Episode 007: From Pilot to Frontier Firm - Westfund's Automation Journey with Maggie Herceg

About this episode

Maggie Herceg discusses Westfund's journey from a pilot automation project to a comprehensive transformation leveraging AI and automation.

In this episode of the ADAverse podcast, Shaun Leisegang is joined by Maggie Herceg , Chief Operating Officer and AI Lead at Westfund Health Insurance , to explore how a values-led health insurer turned a single automation pilot into a bold, organisation-wide transformation. Starting with complex pharmacy claims, Westfund proved just how much impact automation can make - with one milestone moment seeing 225 claims processed in just 19 minutes. That success sparked rapid scaling across five service types (including Massage, Physio, and Acupuncture) and helped redefine how work gets done across teams. Now, Maggie and her team are laying the foundations for AI Agents, exploring opportunities in member support, reporting, and more - making Westfund a prime example of what we call a Frontier Firm: an organisation leveraging Robots, AI Agents, and People to unlock new levels of performance. 🎧 In this episode, you'll learn: Why Pharmacy claims were the perfect pilot use case How Maggie built trust, capability, and momentum from the ground up The real numbers behind the transformation - time saved, claims processed, and culture shifted What it takes to move from pilot to platform, and…

People in this episode

Host: Shaun Leisegang

Guest: Maggie Herceg

Topics covered

• automation
• health insurance
• AI
• transformation

Keywords

• pharmacy claims
• Frontier Firm
• member support
• reporting

Mentioned in this episode

Products: Westfund Health Insurance

Books & works: From Pilot to Frontier Firm

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