AIA’s new tele‑booking system is now live and already improving the way Tele Underwriting appointments are managed. The upgrade gives our internal teams greater visibility of Tele Underwriter availability, stronger reporting and clearer performance insights, all contributing to a more consistent, predictable experience for advisers and clients.
 

One key change for advisers is customer self‑service rescheduling. When clients book a Tele interview, they now receive a confirmation email with a link to reschedule if needed. This reduces the need for calls or adviser follow‑ups and helps applications progress more smoothly.
 

Behind the scenes, the system delivers real‑time insights into bookings, adviser submissions and no‑show behaviour, supporting better forecasting and workflow management for our teams. These improvements lead to steadier service levels, fewer bottlenecks and clearer expectations for advisers, while giving clients more flexibility and a smoother, more predictable experience.

Benefits for advisers
 

• Faster, more predictable turnaround times

• Reduced back‑and‑forth via customer self‑service rescheduling

• More consistent interactions with Tele Underwriting

• Fewer workflow disruptions from no‑shows

• Better‑informed conversations with AIA when booking behaviour affects progress

Benefits for clients

• Flexibility to adjust appointments at a time that suits them

• Ability to reschedule immediately without contacting AIA or their adviser

• A smoother journey from application to interview

• Fewer delays caused by manual appointment handling

• A clearer, more predictable overall experience

We look forward to bringing you further enhancements to the Tele Booking experience in the near future.
 

If you have any questions about the new tele‑booking system, please reach out to your CDM for more information and support.