New Path, launched at the AFA conference in Adelaide, includes three ‘strands’ that are designed to engage, clarify and empower insurance customers so that they see the value of OnePath’s offering.
The three tools included in the program are OnePath Clarity, OnePath Life and OnePath rewards, with the latter two designed with the customer in mind.
“Effectively OnePath Clarity is a portal or tool for advisers that is primarily about being a support mechanism for advisers and how they interact with their clients,” said OnePath’s head of propositions and group life Gerard Kerr.
Mr Kerr said that the mobile-friendly program will offer advisers multimedia tools and content that can help them interact with their clients.
“Advisers are asking us for support mechanisms for them to talk to their clients, so this is a core support mechanism for them,” said Mr Kerr.
OnePath Life and OnePath Rewards will be subsequently launched and are designed almost primarily for the end consumer.
OnePath Life is a single sign-on customer portal that will let customers track their claims and access their policies.
“The reason we are doing this is just to say we want to hear more from the customer. You have a policy with us, and we want to hear from you,” said Mr Kerr.
The rewards program will allow customers to earn wellness points and cash-back rewards that can be used on practical everyday items like groceries, he said.
“We use the term earthy, it’s providing vouchers for basic day-to-day living expenses, so fuel vouchers, grocery purchases, things that people use frequently,” said Mr Kerr.
Mr Kerr said OnePath believed it could do better and that was the basis for the creation of New Path.
“We took the view that if we can assist the client and the adviser with the client to understand this then you’re more likely to engage with us and likely to carry on with us,” he said.
The investment into New Path showed that OnePath was here to stay, said Mr Kerr, and it would continue to provide value for its clients.
“We don’t want to skip a beat, this is a continuation of investing in our brand and it’s confirmation that the OnePath brand is here and it’s carrying on,” he said.
i loved to see the accomplishment of awards won in claims service. Just sad its not reflected in how they actually are. 2.5 weeks sitting on a new claims and not even looking at it doesn’t seem good standards. just the excuse “we are very busy”
“The reason we are doing this is just to say we want to hear more from the customer. You have a policy with us, and we want to hear from you,” …and less from the adviser as we will look after your clients now. ……I know I am getting cynical in my old age….and last one out shut the door and turn the light off :).