AIA launches new member insurance portal

AIA Australia has launched a new member insurance portal, which it said optimises the claims process and allows customers to track their claim through the entire lifecycle.

The new portal allows customers to receive real-time updates about their claim, instantly upload documents and has integrated digital ID verification, reducing the administrative burden for trustees and allowing for faster decisions on claims.

The portal also incorporates multi-factor authentication to ensure greater security and privacy protection, and offers secure digital access for solicitors, carers, and other third-party representatives allowing them to track and manage claims on behalf of members.

AIA chief group insurance officer Anthony Clough said he was thrilled to introduce the enhancements to their digital capabilities.

“At AIA, we’re committed to continuous improvement and positive member outcomes. Our investment in uplifting our Member Insurance Portal is a part of our digital strategy and a testament to our dedication to supporting claimants during their most vulnerable times,” Clough said.

“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 praised the new offering, noting a 40 per cent reduction in customer queries to its claims call centres since the implementation of the portal.

“We’re pleased to see there was a significant increase in the number of HESTA members lodging their claim online through the portal,” said HESTA chief experience officer Lisa Samuels.

She added that the new portal has enhanced the super fund’s digital offerings and provides its customers with greater clarity while their claims are processed.

“Our members’ needs are at the heart of our services, so we’re always focused on how we can deliver better member outcomes and experiences,” Samuels said.

“We know making an insurance claim is a crucial moment for our members. This insurance portal uplift is an exciting development that can provide members with an enhanced digital experience and support them to track the progress of their claims every step of the way.”

Commonwealth Superannuation Corporation (CSC) also said it has seen “stronger engagement with claimants” since the implementation of the new portal.

“Making a claim due to sickness or injury is naturally stressful for members, and AIA portal’s clear direction and real-time updates are helping alleviate the emotional burden of having a claim assessed,” said CSC chief customer officer Adam Nettheim.

“The AIA education modules are also a valuable resource for instilling confidence in our customers and empowering them to make sound financial decisions.”

The new portal has also been rolled out to Vanguard.