Improving our member services

5 March 2024

We’ve made some significant improvements to our services, including bringing death claims management in-house and increasing our complaints handling capability.

As more people join AustralianSuper, we’re adapting our service and support model to meet the changing needs and expectations of more than 3.4 million members¹. 

We regularly review and optimise our processes and capabilities to improve the service and support we provide for members. Last year we implemented three significant changes to uplift areas for a seamless member service experience.

1. Bringing death claims in-house

By bringing our death claims management in-house, we’ve also been able to create a new Bereavement Centre which will be fully operational in April. This gives members the peace of mind that their loved ones and beneficiaries will receive the empathetic service they deserve, without needing to engage via a third party. 

Over the last year we’ve more than doubled the size of the death claims team and improved training to ensure claimants are provided with the support they need. We’ve also brought in new technology to make faster assessments and payments of death claims.

The results so far show that members are benefiting from this change. We’ve been able to greatly reduce the time it takes to finalise claims, while also reducing the number of total active cases, meaning claimants are getting a resolution sooner.

This is an area we’ll continue to review and refine, as we understand it’s a very sensitive time for many.

2. Improving complaints handling

Another key area of change to our services has been improving our complaints handling capabilities.

Since last year we’ve been working on lifting standards across the board and implementing new processes for better member service levels. This includes increasing our resources in both the frontline contact centre and dispute resolution teams, with more team members being added in the past year.

We also continue to invest in improving our self-serve options. This will mean better interactions through our digital channels, which can help members get the answers they’re looking for quicker.

Complaints handling will be internalised in a new Member Resolution Centre this year, with our initial phase of changes on track to be completed by the end of June.

There are already early indications that service levels for members are improving as a result, and we expect there to be a further uplift in the service members receive.

3. More resources for insurance claims

With many members having insurance through their super, including income protection, we’ve also made improvements to the claims process.

A key change was moving the management of insurance claims to our insurance provider TAL², to ensure members receive the benefit of TAL’s knowledge and expertise when processing their insurance claim.

These service changes are just some of the ways we remain committed to progress and delivering the best possible service and support for members and partners.