Spotlight on Insurance: seamless digital engagement

On 28 February, TAL was proud to sponsor ASFA’s annual Spotlight on Insurance conference in Sydney. The event brought together delegates from across the superannuation and insurance community to hear the latest insights from industry experts, including leaders from TAL’s group insurance business.

While the day’s sessions focused on a broad range of topics, some of the recurring themes included:

• building member engagement by understanding their needs and preferences
• the importance of education and financial literacy to help members understand and value their insurance
• how long-term partnerships between insurers and super funds can deliver better member outcomes.

A deep dive into TPD

The main panel session at this year’s event featured TAL’s Group Executive of Group Life & Retirement, Jenny Oliver, along with representatives from other group insurers, who all shared their views on the current challenges and opportunities in the group space for Total & Permanent Disability (TPD) cover.

This followed on from a previous TPD session at last November’s ASFA conference in Adelaide, where Jenny shared a range of insights from TAL’s landmark research into the lived experience of members after they’ve made a TPD claim.

The Spotlight panel session provided a valuable opportunity to hear the perspectives of different insurers on how default TPD insurance could evolve to provide greater value to members and help them access the support they need to make a positive return to health and work following a claim.

TAL is currently exploring opportunities for evolving the design of group TPD products and refining the TPD claims process to deliver a better member experience and outcomes. We look forward to sharing further details and getting input from our partners as this work progresses over the coming months.

Integrating the ecosystem for seamless digital engagement

Another highlight from this year’s Spotlight on Insurance event was a session chaired by Jenny Nguyen, TAL’s General Manager – Digital Experience.

During the session, Jenny spoke with Kate Leplaw, AustralianSuper’s Head of Member Experience, and Adam Gee, Deputy CEO and Chief Strategy Officer at GROW Inc, on the roles of funds, insurers and administrators in delivering seamless member journeys across super, insurance and retirement.

The panellists explored how these parties can collaborate to drive innovation, while avoiding duplication, improving efficiency and removing friction for members. They also discussed the importance of effective data sharing across the ecosystem as the foundation for delivering a more personalised member experience in line with consumer expectations.