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ANZ OnePath Best Claims Outcome and Customer Experience Award

Monday, 29 October 2018

ANZ OnePath has won Best Claims Outcome and Customer Experience Award at the RFi Group Australian Insurance Awards 2018, recognising an individual or a team who achieved an outstanding outcome for a claimant and which has been acknowledged by the claimant.

ANZ’s Head of Life Insurance Gerard Kerr said the award confirmed the work OnePath is doing around servicing anxiety and depression claims, but also ensuring the whole insurance solution is at the forefront of customer experience design.

“This award is a great acknowledgement of how collaboration between all our service offerings throughout the claims journey achieves great results for our claimants.

At OnePath we take a holistic approach to insurance, and believe the customer experience from the application and underwriting stage, right through to the claims process and payout must be strong to provide more certainty to advisers and their customers.

We are thrilled to receive this award and we believe that we are on the right track in making insurance a better customer experience.”

The claimant, whose experience and testimony were used in the award application, recognised every step of the OnePath process in servicing an anxiety and depression claim, including her financial adviser for recommending the product which ultimately provided the cover when she needed it most.

Prompt processing of payments, a positive experience using Remedy HealthCare’s MindStep program (a phone-based mental health coaching program for people to manage the symptoms of their anxiety or depression) and supportive and understanding OnePath claims/rehabilitation support team were also recognised by the claimant.

The claimant was able to return to work in a new role with good fitness and mental health facilities available to aid her ongoing health.

The judging panel for the award included:

  • Scott Ferguson – Partner, PwC
  • Susan Nixon – Principal, Strategic Conversations and NED
  • Campbell Fuller – General Manager Communications and Media, Insurance Council of Australia
  • William Legge – General Manager, Underwriting Agencies Council