TAL rolls out digital solution for super funds

TAL rolls out digital solution for super funds | Insurance Business Australia

Technology

TAL rolls out digital solution for super funds

Platform includes ‘comprehensive library of insurance journeys’

Technology

By
Roxanne Libatique

TAL has launched TAL Connect, a fully integrated digital solution to improve the experience of its super fund members.

The new digital solution improves the insurance and superannuation processes by providing a new level of functionality, control, and visibility to help members engage with their insurance cover or manage their claim.

Jennifer Oliver, chief executive of group life and retirement at TAL, said TAL Connect resulted from the company’s three-year investment in improving the member and partner experience, especially during the claims process.

“TAL has always had a strong commitment to delivering leading digital experiences for our partners and their members. With TAL Connect, we are continuing this commitment by embedding personalised digital member experiences into the superannuation journey,” she said. “Our member-led approach has shaped how we design digital services, with an unwavering focus on real-life member experiences. We are particularly excited by the enhancements that we have made to support members should they ever need to make a claim. TAL Connect supports a full digital experience starting from the moment a member wants to lodge a claim with their superannuation fund, right through to recovery support.”

“Being customer and member-led shapes how we design digital services,” said Jenny Nguyen, TAL general manager of digital experience. “TAL has undertaken a significant development program within our own business, understanding our data and adopting key learnings leading to product simplification, upgrading core digital infrastructure, and reinforcing cyber security, along with streamlining our operational processes where we have seen an opportunity to do so. TAL Connect has been designed to ensure that insurance journeys are fully integrated into our partner’s ecosystem so that the member experience is seamless and does not feel like an ‘add-on’.”

Guiding members in their insurance journey

TAL Connect features a comprehensive library of insurance journeys to guide members when they are either engaging with their cover through Cover Assist or making a claim through Claims Assist.

A TAL partner, Aware Super, reported positive results after using the TAL Connect module. The improvements include:

a rise in members engaging directly with the insurer, with nearly 50% of members wanting to lodge a claim by interacting digitally with TAL via Claims Assist
over 40% of members who start their claims digitally completing the lodgement process within 24 hours, reaching claims consultants faster than via traditional lodgement channels

“Member experience is a top priority for Aware Super and our members told us that they wanted more choice and control to transact on their insurance,” said David Evans, head of insurance at Aware Super. “Our digital transformation and TAL Connect’s intuitive, mobile-first and open integration have helped us deliver market-leading digital experiences that fast-track applications for insurance, ultimately resulting in faster service and improved outcomes for our members.”

TAL will continue to expand TAL Connect’s functionality and build additional life insurance, health, and retirement modules to provide better digital experiences for every stage of life.

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