We’re pleased to share that we have successfully delivered Claims Uplift Program – Iteration 2, marking a significant step toward creating a modern, digital-first claims experience for all group partners and their members.
This phase focused on transitioning all group clients from the legacy eClaims system to our new Digital Claims platform, designed to simplify and speed up the claims process. A key feature introduced during this uplift was the Claims Rules Engine (CRE), which enables smarter, reflexive notifications through the Insurance Portal. These enhancements have improved efficiency, reduced complexity, and provided a more intuitive experience for members, while also supporting better rehabilitation and wellbeing outcomes.
Our first major milestone was the go-live for HESTA and Vanguard on 17 November. This launch involved extensive preparation, including successful user acceptance testing with internal teams and fund administrators, comprehensive training for claims teams and partners, and the implementation of hypercare support for four weeks post-launch to ensure a smooth transition.
The benefits of this uplift are already being realised:
- Faster, simpler claims lodgment for members.
- CRE-driven triage for smarter workflows and improved processing times.
- Enhanced wellbeing and rehabilitation offerings to support recovery.
Looking ahead, we will continue rolling out Digital Claims to other major funds early next year, alongside further platform enhancements that will strengthen the member experience and deliver even greater efficiency for our partners.