In this engaging session, the members of the panel talked about the fact that members are looking for a greater frequency of contact from their superannuation providers and insurers these days. It’s also a matter of doing it in the right way, at the right time, with a clear, concise and relevant message.
Teifi Whatley Executive General Manager, Customer and Technology at Sunsuper, provided an update on a series of communications they have developed focusing entirely on insurance, and surprisingly, it’s not just working for the under 25s.
“We actually don’t believe it’s just an age-based problem,” she said, with the over 30s having both a higher rate of opening email communications and a higher click-through rate.
Joel Lipman, Partner at Deloitte said there are a few opportunities for insurers and superannuation funds to better engage, particularly when it comes to building trust and looking at how and when we contact members.
Katie Le Cras, Acting Group Executive of Member Experience at Australian Super covered some of the ways they’re adjusting their communications approach, which still, in part includes sending letters in the mail. She also talked about the developments they’re making with their health bot Ash (which stands for Australian Super Help), that utilises search data to identify and answer common questions people have about insurance.
Jenni Baxter, Executive General Manager of Insurance from Rice Warner, commented on three critical moments we have to engage and talked about the potential we have to piggyback on other processes and conversations with our members.
The panel agreed that most people think nothing bad will ever happen to them, which is why it’s vital to continue to share stories of other Australians who have experienced hardship and had to make a claim.
To read more about the Summit, click one of the session topics below.