At AIA Australia we are committed to improving the experience for our Group Insurance partners continually looking for ways to improve and innovate. To provide you with the best possible service, and align our delivery to your needs, we conducted a partner satisfaction research survey through an independent third party consultant, Forethought Research.
We thank those who participated for your time and invaluable feedback.
The research allows us to better meet the needs of your members and your business by acting on what matters to you. Your insights provide us with valuable input into our strategic plans, across customer interactions, product design, digital experience, partnership activities and technology.
Our first survey of this kind was conducted in 2009. Findings from past surveys have led to key improvements in claims processes, additional investment into occupational rehabilitation and development of eClaims technology.
This year we had 22 participants in half hour individual interview sessions.
The last four surveys have shown an upward trend in the level of performance that fund managers expected from an insurance partner. Our research also indicates a growth in overall satisfaction with AIA over that time.
WHAT ARE WE DOING WELL?
The key areas most important in driving partner satisfaction were (in order):
- Relationship
- Claims
- Product
- Pricing and Pricing Reviews
This was largely in line with the results from the previous survey in 2015. The message is clear – getting the basics right is critical.
WHAT’S MOST IMPORTANT?
Levels of satisfaction with relationship, claims, product, pricing and pricing reviews, and new business support all improved since the 2015 survey.
We were thrilled to hear our partners rated us highly on relationship. We aim to be open, honest and responsive, and it was reassuring that many of the research participants recognised those traits. We are fortunate to work with partners who take a collaborative approach which is integral in creating the right partnering environment.
Our products and pricing were also well regarded, with a general view that we strike the right balance between market competitiveness and sustainability. Recent initiatives in absence management were particularly valued.
WHAT DO YOU WANT MORE OF?
A key theme was the desire to see enhancements in member experience. Our partners want consistency in member experience and processes that are clear and simple to navigate.
Participants are also conscious of the challenges facing life insurance in super, recognising the need to focus on building trust and engagement alongside educating members about the value of insurance and their options.
In continuing to work on optimising processes, we see technology playing an important role. 2018 will see the launch of LIFEapp 2.0 providing an enhanced member experience through its Engage, Educate, Advice, Apply and Manage functions. Click here to read more about our Human Centred Design approach to LIFEapp 2.0. eClaims is also undergoing a refresh in 2018, with improvements including a new look and feel, the integration of artificial intelligence into claims eligibility decisions, webchat, further integration with fund member data, SMS notifications and end-to-end status tracking throughout the claims process.
WHAT'S NEXT?
We have heard you - we’re working on integrating our plans in light of the research insights. In coming weeks, we will reach out to you to discuss the Forethought research in further detail. We’ll also keep you updated on our action plans as they develop.
The next satisfaction research will be conducted in 2019.
