AIA Australia has launched a new Member Insurance Portal, with a focus on optimising the claims experience for group insurance customers.
The insurer says the digital journey has been expanded to provide members with the ability to track their claim throughout the lifecycle, ensuring transparency and simplicity in what can be a complex time in a member’s life.
It says one of the key features of the new portal is the ability for members to receive real-time updates on the status of their claims.
The portal also allows for instant document uploads and integrated digital ID verification “…reducing administrative burdens for trustees and allowing faster decisions on claims.”
AIA says personalised content is made available to members through articles that ensure they are informed and educated on insurance and supported through their claims journey.
The Member Insurance Portal also offers secure digital access for solicitors, carers, and other third-party representatives, allowing them to handle and track claims on behalf of members. It notes that multi-factor authentication ensures security and privacy.
Anthony Clough, Chief Group Insurance Officer at AIA, says the firm’s investment in uplifting its Member Insurance Portal is a part of its digital strategy.
“We acknowledge the pivotal role insurers play in providing solutions that give members the confidence to claim. That’s why we’ve invested in uplifting our claims experience.”
Super fund HESTA has noted an increase in usage of 100% and a reduction in queries to claims call centres by 40%.
