Life insurance specialist TAL has announced it will launch its Claims Assist service to more superannuation fund partners to meet the changing consumer expectations and the demand for technology-enabled self-service options.
Claims Assist employs tailored automation to help the administrative side of the claims process become more efficient. It simplifies the tracking of a claim by allowing customers to upload documents. It also clarifies any information requirements that are still outstanding on the claim.
TAL pointed out that removing some of the administrative aspects from the claims consultants' role allowed it to focus on supporting claimants through the more personal or complex aspects of their claim.
“TAL recognises 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,” said TAL chief claims officer Jenny Oliver.
Seven of TAL's superannuation fund partners have already started offering their members access to the Claims Assist service, helping the insurer's claims team improve the claims experience by making the process as simple, transparent, and quick as possible.
“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,” Oliver said.
“Claims Assist is one part of our digital transformation program in the claims space – a key part of that program is focusing on where technology can play its most valuable role in enhancing customer outcomes.”
Oliver offered assurances that customers can still call and speak to TAL at any time. However, she emphasised that Claims Assist allows customers to choose how they want to interact with the claims team – with those who used the new service experiencing faster submissions of requirements, lower inbound calls, and increased satisfaction.
“Digitisation holds enormous potential for streamlining the claims process, but we also recognise how important the human empathy component continues to be in supporting customers through what is already a very challenging time of their life,” Oliver said.
