Tim Howell

Zurich has unveiled a new wellness program – LiveWell – designed to empower and reward life insurance customers who take steps to improve and maintain their physical and mental wellness.

LiveWell is an app based program which provides tools for individuals across three wellness pillars: Body, Mind and Community. By logging activity across these pillars through the LiveWell app, members can progress through different membership tiers and qualify for discounts on their Zurich life insurance. Customers also have access to generous discounts through chosen retail and wellness partners such as The Iconic and Jenny Craig, together with “Loving Life”; Zurich’s lifestyle and dining rewards program.

Eligible activity ranges from steps, cycling to reading articles, doing a fun run or even donating blood. Members are supported across these activities with tools such as activity trackers, guided meditations, medical encyclopaedias, healthy recipes and lifestyle quizzes.

Zurich Head of Propositions Mr Tim Howell said that life insurers are well placed to drive improved wellness outcomes amongst their customers and the broader community.

“As a life insurer we are very much part of the ecosystem that supports the physical, emotional and of course financial wellbeing of individuals and communities”, said Mr Howell.

“And whilst physical and mental wellness brings its own rewards we want to offer our support and encouragement to our customers along their own wellbeing journey”, he said.

The breadth of the program – and the subsequent ease with which members can be rewarded – stands it apart from similar offerings in the life insurance market.

“Rather than a one dimensional focus on physical activity goals, the LiveWell program recognises the concept of the ‘whole person’ being central to wellbeing.

“Rewarding customers for their community contribution, whether it be doing a charity fun run, giving blood or even volunteering for the cause that’s close to their heart, is therefore not only unique, it also makes complete sense”, said Mr Howell.

The app and content was development in conjunction with health and wellness specialists Health Logix, and FitSense, a subsidiary of Zurich who developed the comprehensive interfaces with an extensive range of wearable devices including those from Garmin, FitBit and the Apple Watch.

The launch of LiveWell in the Australian market is a first for Zurich and part of its global innovation program.

The LiveWell program is currently available to new customers of Zurich’s Wealth Protection, Sumo and Active products.

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Tim Howell

 Zurich has launched a new on demand, self-serve portal for life insurance, superannuation and investment clients.

The My Zurich portal will offer a new level of self-serve convenience for clients, at the same time helping drive greater adviser efficiency by streamlining non-core client administration tasks.

These tasks, including changing address, updating credit card details and downloading tax statements and other policy related documents, can now be done quickly and easily by Zurich policyholders through the mobile optimised My Zurich service. The Zurich data-feed solution also ensures any client-initiated updates are quickly visible to advisers.

The portal was built in conjunction with end users, with extensive consumer testing revealing the most common points of engagement policyholders had with their life cover.

“Through talking to clients and advisers we identified a number of engagement points to focus on, based on their frequency and perceived inconvenience,” said Tim Howell, Head of Propositions for Zurich’s Life & Investments business.

“Clients now expect a convenient, simple self-serve experience across all their service providers. By offering the same accessibility and ease of use that they enjoy in other areas, we’re hoping to improve the extent to which they engage with and appreciate the value of their life insurance.

“Everyone can relate to the dread of an expiring credit card, and the raft of direct debits you need to change as a result. However, what previously may have taken several hours and many phone calls can now in many instances, be accomplished with a few mouse clicks, at any time of day or night.

“This is the experience clients expect and this is now the experience they can enjoy with Zurich Life Insurance,” said Howell.

By providing options for clients to self-serve for simple administrative transactions, the My Zurich portal will ultimately allow advisers to focus on the value they add to clients.

“Advisers have a lot on their plate, with cost and time pressures challenging their ability to focus on their core purpose. By reducing the burden around administrative tasks and by delivering engaging and rewarding propositions to discuss with clients, we want to help advisers drive efficiencies and enrich the experience they deliver to their clients,” said Howell.

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Tim Howell

Zurich has announced the launch of its ‘next generation’ adviser portal, incorporating a new online platform for life insurance quotes and applications.

Developed in conjunction with Omnium, UnderwriteMe and User Experience specialists Jade Software, the Zurich Adviser Portal also incorporates client management functionality and utilises the UnderwriteMe rules engine to significantly increase straight-through-processing rates.

An automated pre-assessment tool within the platform allows a simpler, faster process for obtaining indicative underwriting terms, further improving adviser and practice efficiency.

Offering the convenience of a single sign on facility, The Zurich Adviser Portal also allows advisers to request updates to policy details such as address and payment method, and offers real time tracking of their progress.

Commenting on the launch, Zurich’s Head of Propositions, Tim Howell, said that optimizing both the ease of use and processing speed had been paramount in the design and build of the portal, with significant efficiency improvements being achieved as a result.

“The quoting and application process can be one of the lengthiest and most complex aspects of implementing life insurance advice, and adviser feedback suggested that across the entire market there was much scope for improvement”, he said.

“Along with our partners Omnium, UnderwriteMe and Jade Software, we were able to tap into deep user insights about quoting software across the market to identify priority areas, such as side-by-side policy comparisons, navigation within applications and simplifying the process of adding and removing optional benefits.

Zurich Head of Digital Marc Fabris lead the Portal’s development, and oversaw an extensive program of adviser input at all stages.

“We conducted extensive beta testing with a panel of advisers and witnessed dramatic improvements in the information capture process, which saw higher overall completion rates and faster turnaround times”’ said Fabris.

“The resulting platform is, we believe, a market leader, and one that will not only aid practice efficiency, but will also enhance the client experience”, said Fabris.

The Zurich Adviser Portal replaces the existing ZLife platform, and desktop quoting software ZXpress which will be phased out over the coming months. Advisers will be able to log in using their existing ZLife login, at zurich.com.au/adviserportal

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The composition of the new team reinforces Zurich’s commitment to a dual proposition strategy which will see the Zurich and OnePath Life brands and products continue to operate alongside each other in the retail market.

Completion of the acquisition is expected to occur in March 2019.

The combined business will be led by CEO Tim Bailey, a long term Zurich executive who has led the Australian Life & Investments division since 2015 and whose tenure has seen the acquisitions of both Macquarie Life and OnePath Life.

Gavin Pearce, currently MD Insurance, ANZ will join Zurich as Chief Operating Officer, Life & Investments whilst ANZ’s Linda Griffin will join the Zurich team as Head of Customer and Corporate Affairs.

Zurich’s Chief Distribution Officer Kristine Brooks will lead the Distribution and Marketing teams across the newly expanded business, whilst Matt Drennan continues as Head of Savings and Investments.

Reflecting Zurich’s commitment to a dual proposition strategy in the retail channel, Gerard Kerr as Head of OnePath Propositions and Group Insurance, and Tim Howell as Head of Zurich Propositions, will drive expansion of the OnePath and Zurich market offerings respectively.

Kieran Forde, currently Head of Wealth Solutions and Partnerships, ANZ, will have responsibility for overseeing the strategic partnership with ANZ as Head of Bancassurance and Direct.

After eight years leading the OnePath sales team, Don Sillar has decided to pursue other opportunities. He has agreed to continue as OnePath’s Head of Sales through to completion to ensure continuity and a smooth transition.

In confirming the appointments, Zurich’s APAC Region CEO Jack Howell, said the announcement was another major milestone on Zurich’s journey to become Australia’s leading retail life insurer.

“Our acquisition of the OnePath Life business reflects both our commitment to the Australian life insurance market and our belief in the underlying quality of the business the ANZ and OnePath team has built.

“Upon completion of the acquisition, the newly combined business has an opportunity and a responsibility to take the local industry forward, investing and innovating to deliver ever better customer outcomes.

“This transaction brings together two highly successful businesses, each with a strong brand heritage and loyal customers. The senior leaders of both businesses are amongst the most talented and respected in the industry,” Howell said.

Commenting on the announcement, Life & Investments Australia CEO Tim Bailey said that the new combined team leveraged the depth of experience across both the Zurich and OnePath businesses.

“The balance of the team also sends a powerful signal about our intention and capability to execute our dual proposition strategy.

“We will continue to invest extensively in both the Zurich and OnePath brands and propositions, ensuring both advisers and customers can benefit from genuine choice and a superior customer experience,” Bailey said.

Until completion of the transaction in early 2019, the existing leadership teams will remain in place at both Zurich and ANZ Wealth with both businesses continuing to operate on a separate, business as usual basis until then.

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Tim Howell

Zurich has commenced rolling out its new mobile app-based lifestyle program, ‘Loving Life’ to all new retail life insurance policyholders.

The exclusive program gives members access to more than 4,500 lifestyle and entertainment offers via the convenience of their smartphone.

As a ‘Loving Life’ member, customers can save on a variety of everyday local services like food shopping, dry cleaning, petrol and movie tickets, through to fine dining experiences, flights and holiday deals.

The location-based app will allow customers to make savings of up to 50 percent at more than 2,000 restaurants, including trusted local takeaways, and benefit from a myriad offers at their local shopping centers, as well as thousands of hotels and resorts across Australia.

The app also contains a dedicated ‘Health and Wellbeing’ section, which offers exclusive deals for active lifestyles, discounts at relaxation centres, and other activities to encourage a healthy body and mind.

Zurich’s Head of Propositions Tim Howell, said the app had been rolled out after a successful trial period and was designed to reward customers for their loyalty as well as encourage healthy behaviours.

“Customers told us they appreciate the ability to drive extra value from their life insurance, and were especially impressed with the breadth of offers and simplicity of redemption.

“It also creates a platform for our customers to engage more with us,” said Howell.

Membership of ‘Loving Life’ will be offered on a rolling 12 month basis to Zurich life insurance customers who keep their policies inforce.

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