AIA Group Achievements in 2023 – Enhancing Services for Better Partnerships

These accomplishments have been specifically tailored to address the needs and preferences of our valued partners, based on insights gathered from our Group Satisfaction Survey. Let's delve into the key focus areas and the progress we’ve made this year. 

Our journey to bolster product and pricing began with an independent review conducted by a major consultant. The goal was to enhance competitiveness and transparency while ensuring the sustainability of our operations. The final report presented a set of recommendations, all of which have been successfully implemented:  

We streamlined our approach by consolidating the Group Insurance Channel and establishing dedicated Group Pricing and Product Teams. These teams are now united under the banner of the Group Partnership Solutions team, each focusing on specific segments such as Industry Funds, Master Trusts, Corporates, and Major Accounts. 

To ensure the timely delivery of services and avoid unnecessary rework, our Product and Pricing teams now work hand in hand with dedicated Pricing/Product Business Partners who liaise directly with our clients. 

A notable development has been the expansion of our risk preference statement and authority limits. This shift has significantly increased our risk appetite for industries and occupations that were previously beyond our scope. With greater decision-making authority vested in our local pricing and product teams, we have seen remarkable improvements in response times and overall operational efficiency. 

We've phased out manual Excel-based tools and introduced an interactive online proprietary model for pricing. This transition hasn’t only reduced risks but has also significantly improved pricing transparency. 

At AIA, we understand that strong relationships are the foundation of a successful partnership. That’s why we've made several key changes in this area: 

To reinforce our commitment to our group super fund partners, we've introduced the Chief Group Insurance Executive role. This appointment ensures a constant focus on Group at the executive level. 

Recognising the importance of capability development, we've introduced additional Heads of roles across our partnership team. Furthermore, we've introduced Senior Client Development Manager roles with a special emphasis on capability enhancement. 

The Group Partnership Delivery Team is another significant addition. It is expressly focused on delivering propositions and offering robust support to the partnership team. 

We've invested in the training of our partnership staff through Korn Ferry. This initiative is geared towards professional development and enhancing the overall skill set of our team. 

This year, we've proactively supported growth through the provision of five employer webinars, three trustee training sessions, and four employer pitch presentations specifically for HESTA. 

Technology continues to be a driving force behind progress and innovation at AIA. Here's a glimpse of the technological advancements we've achieved this year: 

We've embraced digital claims tracking to provide our partners with greater transparency. 

Automation has been at the forefront of our efforts. This includes the automation of the Insurer Submission Report, the introduction of Engage and Educate to support member understanding of insurance in super, and our ongoing integration with GROW. 

We've streamlined processes by introducing eClaims and GWS2.0 to further enhance the efficiency of our operations. 

Across various partner groups like GESB, CSC, and CFS, we've initiated projects aimed at enhancing our digital capabilities.  

We have an unwavering commitment to enhancing the claims experience for our partners and members. Here are the improvements we’ve made across claims: 

A significant step in this direction was the creation of the Chief Claims and Customer Officer role. We've also increased the size and capability of our claims team. 

A comprehensive review of our portfolio size was conducted to ensure optimal efficiency. 

The introduction of a new complaints management system and framework has further enhanced our service quality. 

We've provided new reports to offer deeper insights into claims processes, with a specific focus on our partner, CFS.  

Our commitment to industry compliance is evident through our continued adherence to LifeCode and FSC Standard 28. Furthermore, all Group staff members are actively working towards ANZIIF accreditation.  

We’ve taken significant steps to enhance the efficiency of our underwriting and group administration functions. These include: 

Underwriting now reports to the Chief Group Insurance Officer, ensuring visibility and support for the partnership channel. 

The Intelhub Underwriting dashboard is now available to our partner, CFS.

All Group staff are actively working towards ANZIIF accreditation, and training has been provided to Trustee staff on the retrospective non-disclosure approach (HESTA). 

Multiple operational improvement initiatives have been executed, agreed upon by both parties, and tracked within quarterly strategy forums.   

We’ve reviewed the underwriting guidelines, with a particular focus on mental health. 

We’ve integrated LIFEapp digital analytics into our monthly reporting to drive continuous improvement.  
 

In this ever-evolving landscape, AIA continues to strive for excellence by tailoring our services to meet the unique needs of our group super fund partners. We look forward to an exciting journey of collaboration, innovation, and growth in the upcoming year.