AIA Australia overhauls member portal

AIA Australia

AIA Australia has delivered a major update to its Member Insurance Portal, promising for users a “cutting-edge” and “real-time” claims experience.

Through the new portal, AIA members and third-party claimants will now receive real-time status updates on the progress of their claims as well as the ability to track these claims “throughout their entire lifecycle” – from notification to final decision.

The updated portal also boasts instant document uploads and an integrated digital ID verification (leveraging existing Docusign verification technologies), reducing, AIA said, the administrative burden for trustees and enabling faster decisions on claims.

“The Member Insurance Portal also offers secure digital access for solicitors, carers, and other third-party representatives, allowing them to efficiently handle and track claims on behalf of members. Multi-factor authentication ensures security and privacy,” AIA added in a statement.

AIA chief group insurance officer Anthony Clough said the firm, one of Australia’s biggest life and health insurance companies, was “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.”

According to AIA, the portal also provides members with personalised content, with “relevant [and] simple articles” to help inform members of AIA’s coverage options.

The portal will also deliver significant benefits for AIA’s compliance obligations, the insurer said, enhancing prudential regulator APRA’s “time to decision” and “improving operating efficiencies for both AIA and super funds”.

The newly updated member portal has been roundly praised by partner superannuation funds.

HESTA chief experience officer Lisa Samuels welcomed the portal uplift as 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”.

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

Samuels added that the super fund has seen a significant increase in the number of its members lodging their claims online through the new portal.

Adam Nettheim, chief customer officer at the Commonwealth Superannuation Corporation (CSC), the $70 billion super fund for Australian Public Service (APS) staff, praised the portal’s functions and real-time updates, which he said are helping to “alleviate the emotional burden of having a claim assessed”.

Nettheim also welcomed the addition of the education modules, which he said provide members with a “valuable resource for instilling confidence in our customers, and empowering them to make sound financial decisions”.