As part of AIA Australia’s ongoing commitment to create a Simpler, Faster, More Connected customer journey, we have been thinking of more ways we can improve upon our service offering, creating more streamlined processes that will enhance your end-to-end experience.

For those that aren’t aware, DocuSign is an e-signature service that allows our teams to issue documents and request signatures electronically from your clients. Not only can this be done online by your client, but it also frees up valuable time for you by removing some of the administrative burden.

Did you know that on average, the turnaround time for forms to be submitted via DocuSign is 9 days earlier compared to non-DocuSign methods of submission?
 

To leverage and further improve upon this efficiency gain, instead of sending policy maintenance forms to you as the Adviser, we will send it direct to your client. This allows you to focus on your clients more, while removing the administrative duties of you providing the documents to your clients, delaying the process. This leads to improved turnaround times, and helps get your clients cover in place, sooner.

If your preference is that we do not reach out to your customers directly, you are able to opt-out of this process by contacting our Distribution team and supplying your AIA Australia Adviser Code.
 

If you choose to opt-out, you will not receive DocuSign via automated method for new business policy maintenance requirements. Please note AIA Australia representatives may still send you forms via DocuSign outside of the above.

But wait…that’s not all! We have also implemented a minor, yet impactful change in how we request your instruction during the New Business phase.

Instead of asking you for a policy commencement date, we will now be asking you whether we can issue the policy once all requirements are met, or whether a specific commencement date is required.

This will reduce the need for rework and delays caused from reaching back out to you to confirm commencement dates, improving the overall customer experience and allow for higher rates of straight through processing!

To find out more about these initiatives, please speak with your Client Development Manager or Associate. You can also read the Frequently Asked Questions to understand more.