CFS’ new portal to ease insurance claim process

Binaya Dahal

Editorial Intern, Financial Newswire

25 February 2026

Following last year’s roll-out of digital insurance quote and application services, Colonial First State (CFS) has partnered with AIA Australia to launch a new online insurance claims portal, which the firm says will make lodging insurance claims faster and simpler.

The superannuation fund that oversees more than $80 million in insurance claim payments annually has stated the new service will feature a rules engine with adaptive questioning to streamline the process and enable faster decisions.

In addition, it will offer third-party support through representative access, save-and-resume functionality, early support and intervention, and automated SMS and email updates and reminders.

Chief Executive Officer of Colonial First State Superannuation, Kelly Power said the launch was part of continued focus on improving member experiences through technology.

“Members who are lodging an insurance claim are often going through some of the most difficult moments of their lives,” Power said.

“The new digital insurance claims service is designed to make that experience simpler and less stressful by giving members the flexibility to lodge a claim in their own time, reduce paperwork, and access support faster.”

The firm has further said the new functionality allows members to lodge Total and Permanent Disablement, Salary Continuance Insurance and Terminal Illness claim online through the CFS Insurance Portal in FirstNet or the CFS app.

Chief Executive Officer of AIA Australia, Damien Mu said the cornerstone of partnership with CFS has been transformation and innovation.

“We are always looking for opportunities with CFS to deliver better experiences for members, and digital claims represents a major step forward,” Wu said.

“We know that people can be at their most vulnerable at claim time, so anything we can do to make the process quicker and easier will have a real impact.

“It’s also really important to us that our fund partners have a frictionless and efficient digital experience with us, so we are continually improving our technology suite.”