One year since TAL launched its digital claims option for AustralianSuper members, data from the insurer shows significant improvements in how quickly and easily members can access support.
During the past 12 months around 35% of all AustralianSuper disability benefit claims covering IP, TPD, and terminal illness have been initiated digitally, said TAL.
“The median time to lodge a claim online is now five business days, with TAL receiving IP claims submitted digitally around 80% faster than paper claims, and terminal illness claims around 60% faster,” said TAL GM Group Partnerships, Paul Wallis.
Wallis said member feedback consistently shows that making a claim is one of the most critical moments in a member’s relationship with their super fund.
The goal was always more than a faster claims process…
“The improvements leverage TAL Connect and were designed around what members said they needed while keeping human support available for those who want it,” said Wallis.
He said around 30% of digital claims are also now lodged outside business hours.
“The goal was always more than a faster claims process,” he said. “It was about getting members to the support, recovery services, and care they need as quickly as possible and, whenever we can, helping them return to health and work.”
He added that further investment in the claims and underwriting experience is planned, “…to capture member feedback and drive ongoing improvements”.
AustralianSuper manages more than $410bn in members’ retirement savings on behalf of more than 3.6m members from more than 485,000 businesses.
