TAL launches digital integration solution

Australian life insurer, TAL, has unveiled its digital-first solution that enhances member experiences by connecting their superannuation and life insurance through one platform.

Available to its super fund partners, TAL Connect is integrated within the superannuation system to provide advanced functionality, control and efficiency to help members concurrently engage with their super and insurance cover.

TAL Connect features a two-pronged approach: Cover Assist, which allows members to engage with their insurance cover; and Claims Assist, the dashboard through which claims can be managed and processed.

Members using Claims Assist can also easily add payment details, view payment schedules and access health support in real-time.

“TAL has always had a strong commitment to delivering leading digital experiences for our partners and their members. With TAL Connect, we are continuing this commitment by embedding personalised digital member experiences into the superannuation journey,” TAL Chief Executive – Group Life & Retirement, Jenny Oliver, said.

“Our member-led approach has shaped how we design digital services, with an unwavering focus on real-life member experiences. We are particularly excited by the enhancements that we have made to support members should they ever need to make a claim.

“TAL Connect supports a full digital experience starting from the moment a member wants to lodge a claim with their superannuation fund, right through to recovery support.”

TAL said those who had already engaged with Claims Assist had experienced an improvement in the efficiency of the claims process, as well as:

• “A strong uptake in members engaging directly with the insurer, with close to 50% of members wanting to lodge a claim by interacting digitally with TAL via Claims Assist; and
• Over 40% of members who start their claims digitally, complete the lodgement process within 24 hours, reaching claims consultants significantly faster than via traditional lodgement channels.”

“Being customer and member-led shapes how we design digital services,” TAL General Manager of Digital Experience, Jenny Nguyen, said.

“TAL has undertaken a significant development program within our own business, understanding our data and adopting key learnings leading to product simplification, upgrading core digital infrastructure, and reinforcing cyber security, along with streamlining our operational processes where we have seen an opportunity to do so.

“TAL Connect has been designed to ensure that insurance journeys are fully integrated into our partner’s ecosystem so that the member experience is seamless and does not feel like an ‘add-on’.

“It doesn’t stop here though. While we are rolling out TAL Connect for all our partners, we continue to expand its functionality, building additional life insurance, health and retirement modules to deliver holistic digital experiences for every stage of a member’s life.”

The life insurer also selected Aware Super as its partner to pilot the program.

“Member experience is a top priority for Aware Super and our members told us that they wanted more choice and control to transact on their insurance,” Aware Super Head of Insurance, David Evans, said.

“Our digital transformation and TAL Connect’s intuitive, mobile-first and open integration, have helped us deliver market-leading digital experiences that fast-track applications for insurance, ultimately resulting in faster service and improved outcomes for our members.”