OnePath's tech and process advances showcased in roadshow

ANZ has held a technology and innovation roadshow to demonstrate how clients can benefit from recent technology and process improvements to its OnePath range.

The event kicked off in Melbourne and continued on to Brisbane and Sydney, showcasing a range of innovations spanning claims, underwriting, mental health, and including a soon-to-be-released trustee portal.

Some enhancements include:

• SMS customer communications;
• the availability of online claims lodgement and tele-claims process for terminal illness, TPD, and income protection;
• event-based SMS triggers prior to GSC payment, the receipt of a new claim, attempted contact by OnePath, or to follow up outstanding requirements;
• the procurement of medical evidence on behalf of the customer and upfront case conferencing and triaging; and
• new ways of accessing the electronic insurance applications.

The roadshow also featured process improvements, particularly the recent tie-up with Caseworks Australia, which offers mental-health claimants the assistance of a nurse while filling out their claim form.

“Technology is such a game-changer for our clients, so we want to make sure we integrate it where it is of most use to them,” said Gerard Kerr, ANZ's head of life insurance. “They have asked for tools that give them more visibility, transparency, and convenience, and our focus has been on delivering in these areas.”

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