In 2019, AIA said it had started transforming some of its documentation into online forms that could be digitally signed. As part of the transformation, the insurer has tapped into Australia Post's Digital iD service by integrating with DocuSign.
DocuSign's e-signature technology aims to accelerate business by enabling organisations to connect and automate how they prepare, sign, act on, and manage agreements. Its API enables embedding and connecting DocuSign with customers' websites, mobile apps, and custom workflows.
AIA had worked with DocuSign and the Australia Post to ensure successful integration while maintaining compliance with the anti-money laundering (AML) and know-your-customer (KYC) rules.
“We've got a lot of AML-KYC obligations, and that's going to be key for delivery, so one of the things DocuSign, Australia Post, and AIA together worked on was modifying that solution, so we were able to get Photo ID as the mandatory document, which enabled the whole thing to play out for our AML requirements,” Matt Morris, senior manager of shared services at AIA, stated at DocuSign's Momentum conference, as reported by ITnews.
Morris further explained that AIA had set up an internal centre of excellence (CoE) to use the technology better and “empower our people with the right skills to be able to continue this transformation.”
As of writing, the insurer has found and delivered “over 300 use cases” for Digital iD, including in its investments and new business teams.
“Historically, AML checks are a really arduous task for our customers; we [run] a lot of them manually, so it's really good to see we've got this benefit digitally going out,” Morris said.
