Continuing our drive to digital

29 April 2024 dot  2 mins read
At AIA Australia, we’re committed to delivering simpler, faster and more connected experiences for your clients. 
This means the way we have communicated with clients who hold Priority Protection policies has transformed as we drive our digital capabilities to provide more streamlined and tailored communications, quicker.

Here’s how our drive to becoming more digital is making a positive impact for your clients:

  • Transition to email notices: We have successfully delivered 65,000 transition notifications via email, prioritising faster, more efficient communication channels for your clients.

  • Emails with notices attached: A total of 73,500 emails have been sent with notices attached as PDF documents, ensuring timely and relevant information delivery.

  • Email coverage rate: Our email coverage rate exceeds 80%, demonstrating our dedication to personalised engagement and strengthened client relationships.

  • Email address updates: By introducing QR codes and the DocuSign email address capture process, we have updated 2,600 email addresses, streamlining our communication processes, and ensuring seamless delivery of tailored communications.

  • Digitisation scope: We have digitised 90% of our key policy communications, including renewal notices, rate rise, change of address, lapse, and payment reminders, enhancing greater efficiency and accuracy in client interactions.

  • Opt-out rate: With an opt-out rate of less than 1% for digital communications, we are pleased to see high levels of client satisfaction. By listening to their feedback and adapting to their needs, we continue to deliver experiences aligned with our purpose.

We’re not done!

As we continue to work through further enhancements, we will keep you updated along the way. While these enhancements have been focused on the Priority Protection product, we will also be expanding this to include the ex-CommInsure (CMLA) clients to ensure all clients receive the same experience.