Life insurance specialist TAL has rolled out its Claims Assist digital service to more superannuation fund partners.
Claims Assist employed tailored automation to create greater efficiency in the administrative side of the claims process.
This was achieved by simplifying the tracking of a customer’s claim, allowing customers to upload documents, and providing clarity around any information requirements that are still outstanding on the claim.
Seven of TAL’s superannuation fund partners – Aware Super, Rest Super, LGIA Super, MyLife MyInsurance, NGS Super, Prime Super and TWUSUPER – now offered their members access to the digital service, which complemented the services TAL's claims team to enhance customers' claims experience by making the process as simple, transparent and quick as possible.
Jenny Oliver, TAL chief claims officer, said TAL recognised that for many customers, the convenience and ease of access that comes with a digital experience can lessen the burden of the claims process.
“We are continually looking for opportunities to streamline the claims journey to help improve customer experiences,” Oliver said.
“By giving our customers a simple way to submit their claim documents and track progress instantly, Claims Assist can enhance our customers’ peace of mind so they can focus on what matters most – getting better.
“Claims Assist is one part of our digital transformation program in the claims space - a key part of that program is focussing on where technology can play its most valuable role in enhancing customer outcomes.”
Oliver said customers who utilised Claims Assist saw faster submissions of requirements, lower inbound calls and increased satisfaction.
“Customers can still call and speak to us at any time, but Claims Assist gives our customers choice in the way they interact with us,” Oliver said.