Tele-claims replaces traditional paperwork with compassionate, phone-based claim lodgement and support for those claims that are relatively straightforward. Members’ beneficiaries are guided through the process by a dedicated case manager from start to finish, with most delays now limited to cases where the fund has difficulty reaching the family.

Head of Member and Adviser Help Belinda Nicholson said: “Tele-claims can finalise straightforward claims for a member’s family in days rather than weeks. That can make an enormous difference at such a difficult time.”

Aware Super has also invested in a range of initiatives to improve the claims experience for all beneficiaries, including strengthening claims triage, simplifying documentation and processes, increasing proactive contact with beneficiaries and improved support for vulnerable claimants.

“While tele-claims is currently suitable for about 10 per cent of claims we receive, we are constantly looking for ways to simplify and streamline the claims process for all families,” Ms Nicholson said.

“And regardless of what sort of claim it is, every claimant is treated with care and compassion by our experienced team.”

Over the past year, Aware Super has paid $632 million in death and disability insurance claims to members and their beneficiaries, finalising 4,152 claims and paying an average $12 million a week.

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