ANZ showcases OnePath Technology and process advances

Gerard Kerr

Gerard Kerr

ANZ has welcomed corporate trustees, super-fund trustees and insurance brokers to a technology and innovation roadshow designed to demonstrate how clients can benefit from recent technology and process improvements to its OnePath range.

Commencing in Melbourne and continuing on to Brisbane and Sydney this week, the roadshow showcased a number of innovations spanning claims, underwriting, mental health and including a soon-to-be released trustee portal.

Some of the enhancements included:SMS customer communications, saving 800 hours in the past 12 months and resulting in increased customer gains such as satisfaction and engagement online claims lodgement and tele-claims process available for terminal illness, TPD and income protection event-based SMS triggers prior to GSC payment, the receipt of a new claim, attempted contact by OnePath or to follow up outstanding requirements improved mental health claims management through the procurement of medical evidence on behalf of the customer and upfront case conferencing and triaging new ways of accessing the electronic insurance applications that delivers real-time underwriting outcomes at point of sale.

Process improvements were also a feature of the roadshow, in particular, the recent partnership with Caseworks Australia which offers mental health claimants the assistance of a nurse while filling out their claim form.

According to ANZ’s head of life insurance Gerard Kerr, technology and innovation has the potential to streamline or indeed revolutionise aspects of the OnePath range.

“Technology is such a game changer for our clients so we want to make sure we integrate it where it is of most use to them. They have asked for tools that give them more visibility, transparency and convenience, and our focus has been on delivering in these areas.”

Further technology innovation and process enhancements are set to come from OnePath’s work with the University of Technology’s Sydney’s Advanced Analytics Institute which is using analytics to greatly improve efficiency and sophistication in the underwriting process.

Recently, OnePath was identified as the overall leader across the Beddoes Claimant study, a study that measures with the highest overall rank across the industry.

“OnePath is building recognition of the work it is doing to meet and exceed best practice process standards, utilising technology where it makes sense and is beneficial to do so,” said Mr Kerr.

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