TAL improves identification process for Group Insurance members

Mon, 09 Nov 2015 20:45:10 +0000

Jason Gracanin

TAL’s new identification process has streamlined verification for members, saving them time and reducing paperwork. Utilising the governments’ Document Verification Service (DVS), members can now efficiently validate their identity documents when dealing with their insurance matters.

DVS enables authorised enterprises to validate identification material directly with the issuing organisation. Head of Digital Jason Gracanin, said the DVS is a great government service which enables TAL to improve the member experience by removing the need to get physical copies of identification if they can be validated via DVS.

“It’s very time consuming to have documents physically verified by a JP, even more so when completing an application online, to then have to send something physically in the post. DVS enables quicker submission timeframes and total online lodgement, improving the security and timeliness of identification. It’s a full digital experience for members and improves the processing time by days.

“Though in its early stages, the efficiency and member experience opportunities this presents are exciting. We plan to progressively roll out the integration service when opportunities arise, particularly as we continue to evolve our digital offerings.”

The service will initially be implemented with TAL’s online claims forms for group members, with plans to extend this service where it makes sense to improve the member experience.

“We are always looking for opportunities to improve and enhance the services TAL provides to its partners and their members, advisers, employers and stakeholders. We will continue to lead change in dealing with members on their terms and with experiences they expect not just from an insurer, but from any organisation they deal with in their daily life,” Mr Gracanin said.

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TAL evolves digital access for Group Insurance members

Mon, 12 Oct 2015 20:55:28 +0000

Jason Gracanin

TAL has launched a new digital tool to help group insurance members when applying for life insurance products.

The new ‘Click to Chat’ application grows TAL’s Group Life digital offer and enhances the member experience when going through the underwriting process online by allowing members to message directly with TAL’s tele-underwriters in real-time.

Head of Digital Jason Gracanin said the real-time engagement with tele-underwriting staff provides a seamless connection between self-service and assisted service.

“Members have different needs and levels of understanding when filling out an application form for insurance. By connecting the online with the physical world, this tool allows members to either completely self-serve or engage an expert in the process – it’s their choice entirely,” Mr Gracanin said.

“’Click to Chat’ provides a more personal member experience by providing direct access to our tele-underwriting team. Our underwriting team can respond to simple or complex questions, allowing a member to start online, and if needed finish via our tele-underwriting team.

“We are committed to enhancing the member experience and helping our partners deliver on their member promise, by providing improved access to our expert team and giving members a choice in how they engage with us.
“The journey to engage with members on their terms will continue to drive our investment in future service capabilities.”

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TAL improves identification process for Group Insurance members

TAL’s new identification process has streamlined verification for members, saving them time and reducing paperwork. Utilising the governments’ Document Verification Service (DVS), members can now efficiently validate their identity documents when dealing with their insurance matters.

TAL evolves digital access for Group Insurance members

TAL has launched a new digital tool to help group insurance members when applying for life insurance products.