Relationship management
Innovation in technology is important, but sometimes the basics of open communication between service providers can be forgotten.
That’s why we structure our relationships to ensure open communication and accessibility to all relevant staff of our group partners.
Our staff take a direct role in the administration and claims management process to ensure our service standards adhere to industry best practice. In addition, each claimant is assigned an individual claims officer who works with the industry / public sector team, for the life of their claim to ensure easy access to information.
Our Client Development Model
Once we begin a relationship with a new group partner we continually seek ways to improve our service. Our Client Development Model sets us apart within the group insurance industry. A highly successful part of our business plan, it received commendations in our annual client satisfaction research.
The model positions AIA Australia as more than a supplier. We are a partner who understands our clients’ business, their needs and their membership.
The Client Development Manager – your central point of contact
Central to our relationship model is the Client Development Manager (CDM) – the central point of contact for each partner. The CDM represents your interests internally and acts as the point of knowledge for you and for AIA Australia staff. Each CDM is also a technical expert on the account with end to end accountability for all aspects of our partners’ needs. Quite simply, they are across everything in connection with the account and possess the drive to get all things done for you whether it be product, project or operations related.
Our CDMs provide both day-to-day solutions and long-term strategic solutions. They are empowered to make on-the-spot decisions and to provide direction to internal staff.
To find out more about our CDMs and leading relationship management approach,
contact : Anna Regan, Head of Client Solutions > anna.regan@aia.com
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