Success of AIA Australia’s Claims on Wheels initiative prompts national roll-out

Damien Mu

Damien Mu

AIA Australia’s industry-first initiative, Claims on Wheels, is exceeding expectations for service and customer experience, prompting the insurer to take the innovative program nationally in the coming months.

Claims on Wheels is a free service where an AIA Australia consultant makes home visits to people facing significant health issues to personally assist with the claims process.

The initial focus was cancer patients, and it has now been extended to coronary care, income protection and all other types of claims.

AIA Australia launched the pilot program in Victoria in 2017, and in the wake of the overwhelming positive customer feedback decided to roll it out nationally.

AIA Australia and New Zealand CEO Damien Mu says this service is resonating with customers because of the personal touch.

“At AIA Australia, we want to make a difference in people’s lives, especially supporting them when they are going through a tough time. With Claims on Wheels we aim to make the process of submitting a claim and starting treatment easier so they can solely focus on recovery.”

Benefits of the Claims on Wheels initiative include:

  • Personalised, face-to-face support, alleviating the stress of navigating the claims process;
  • Improved adviser experience, reducing administration for intermediaries;
  •  Extension of the service via the creation of Coronary Kit gift packs that include products to 
support claimants with coronary conditions, for example a fitness device and a cookbook;
  • Extension of the service via the creation of Cancer Kits for family protection benefit (child) 
that contains essential products for people undergoing chemotherapy, radiation or surgery 
such as a thermometer, moisturizer and an extra soft wash cloth to avoid skin irritation.
  • Creation of the Feedback Dashboard enabling continuous dialogue with the service team.

Mu adds: “I’m incredibly proud of the team delivering this service.

The positive feedback we have been getting is testimony to both the intrinsic value of this care-based approach to insurance service delivery and their dedicated efforts to implement it.

“AIA Australia is leading the industry in terms of social impact and care for customers, and we will continue to develop high-quality services and products for them.”

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