CommInsure launches new industry-leading digital claims solution
CommInsure has launched an industry-leading end-to-end digital claims service for its group life and super fund partners to take the strain out of lodging claims and help guide members seamlessly through their claim journey.
Representing a significant milestone for the industry, it is the first online life insurance claims process allowing members of a super fund to initiate and follow their life insurance claims from the initial application to the conclusion of the claims process.
As CommInsure’s Head of Life Product Pricing and Strategy, Frank Crapis, noted: “We listened closely to fund members during the design and development, and we tested each prototype with members.”
“The result is a user-friendly digital claims facility that guides members through lodging a claim, and then shows them exactly where they are in their claim journey.”
Giving members what they really want
Using a Human Centred Design approach, CommInsure’s Digital Claims team has developed an application that has been designed by members for members to give them what they really want.
The digital claims solution is a web based app that is accessible by desktop or tablet devices and is used by members to notify CommInsure of new claims and manage open claims from notification through to closure.
Initially, the application will be used for Income Protection, Total & Permanent Disability and Terminal Illness claims.
In terms of functionality, the innovative app is integrated with the member information system from the funds’ administrator, and linked to CommInsure’s claims management system, Orion, enabling automation of previously manual tasks.
This system integration is a game changer, with the current five plus day delay for CommInsure receiving initial claim details now expected to be reduced to just minutes.
How the new claims process works
To get started, members will need to log into their 'member portal' via their fund's website; once logged in, they will have an option to make a claim.
This will launch the digital claims application where they will be asked a very limited number of questions (the bare minimum in order to notify a claim) and have their insurance cover checked immediately. It should be noted that this process does not replace the eligibility assessment.
Once complete, a claim will be generated and populated with information captured by the member along with policy, coverage and contribution information. An email is then sent to the member confirming receipt of their claim and listing their claim requirements.
The list of claim requirements is made available via the digital claims application and can be downloaded for completion and uploaded once complete. Once uploaded, the document will be available in Orion within minutes.
After that, a small series of automated SMSs will be sent to the member (for Income Protection and Total & Permanent Disability claims only) over a 90 day period to reassure them that CommInsure has the claim and is awaiting the claim requirements to commence assessment.
If no response is received from the member within 90 days, the claim will auto-close.
Continuous innovation enhancing member engagement
Reflecting on the significant achievement, Mr Crapis said CommInsure will continue to work with all of its group life and super fund clients to determine how to best deliver the claim service to their members.
“Super funds are very focused on engaging with their members and, as their insurance partner, CommInsure has created an engaging experience that helps members fulfil their insurance needs.”