AIA Australia boosts customer care with new wellbeing team

AIA Australia has announced a reorganisation within its Shared Value Partnerships team.

The company has now included a specialised Wellbeing team to provide better support to its life and health insurance clients.

AIA Australia’s Wellbeing team

The Shared Value Partnerships team now encompasses three primary functions, with the new Wellbeing team reflecting a strategic development.

Previously part of the life insurance claims team, the Wellbeing team’s role has been extended to cover health insurance services.

The team’s specific areas of focus are:

• wellbeing: dedicated to delivering programs tailored to customers’ individual needs through the AIA Embrace ecosystem, which includes elements of prevention, early support, and recovery
• shared value: focused on creating and testing health and wellbeing propositions based on scientific evidence, aimed at expanding the AIA Embrace portfolio
• behavioural science, research, and data: responsible for providing insights through behavioural science and data-driven research to improve decision-making and customer engagement

AIA Australia’s Wellbeing team members

Lucy Hartley, a registered psychologist with more than two decades of experience in claims and rehabilitation in Australia and the UK, has been appointed as the head of Wellbeing. She also serves as a director on the board of the Australasian Life Underwriting and Claims Association (ALUCA).

“It’s an honour to join this passionate and highly skilled team who are committed to making a difference for our customers and the broader community,” Hartley said. “We recognise the importance of early intervention at claim stage and have a wealth of resources and programs through our AIA Embrace wellbeing framework to facilitate positive outcomes. Our wellbeing and rehabilitation offerings have always been industry leading, and I’m excited about what our new Wellbeing team will be able to achieve together.”

The Wellbeing team will be managed by Nicole Gallagher, Catherine Zaman, Rebecca Gallagher, and Jennifer Argus, who have been appointed as Wellbeing team managers, each responsible for distinct areas within the business.

The team consists of professionals from various allied health backgrounds. By using their expertise alongside the AIA Embrace programs, the team members aim to offer focused support to enhance the health and wellbeing of both AIA Australia’s customers and the broader community.

The insurer’s Shared Value Partnerships team is structured to include social impact measurement and data-driven insights. This approach aims to engage customers effectively and ensures that wellbeing programs lead to sustainable outcomes.

“AIA Australia has a proven commitment to help our customers lead healthier, longer, better lives,” said Dmien Mu. CEO of AIA Australia. “Our Shared Value Partnerships team has a unique offering that plays a pivotal role in helping Australians with their health and wellbeing.

“I’m pleased to welcome Lucy as our new head of Wellbeing, along with our new Wellbeing managers. The evolution of AIA Australia’s Wellbeing team has enhanced its capability to provide industry-leading support for our customers during their return to wellness.”

The reorganisation within the Shared Value Partnerships team follows the appointment of AIA group chief executive and president Lee Yuan Siong as chairman of The Geneva Association.