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TAL launches new group insurance tool
Life insurer TAL has launched a digital offering for group insurance members to help streamline life insurance product applications.
Known as ‘Click to Chat', the new tool builds on TAL's existing digital suite by helping members to message TAL's tele-underwriters directly in real-time when conducting the underwriting process online.
The launch comes on the back of recent comments made by TAL's head of digital services, Jason Gracanin, who argued that a multi-channel approach is key to engaging modern day customers who are looking for tailored experiences across all touch-points.
"Members have different needs and levels of understanding when filling out an application form for insurance," Gracanin said.
"Real-time engagement with tele-underwriting staff provides a seamless connection between self-service and assisted service."
Gracanin said the application allows TAL staff to engage with applicants across various stages of the process, with applicants able to start online and then finish their query via TAL's tele-underwriting team.
"We are committed to enhancing the member experience and helping our partners deliver on their member promise, by providing improved access to our expert team and giving members a choice in how they engage with us," Gracanin said.
"By connecting the online with the physical world, this tool allows members to self-serve or engage an expert. The journey to engage with members on their terms will continue to drive our investment in future service capabilities."
AUTHOR
Daniel Paperny
Daniel Paperny is a technology journalist for Cirrus Media, writing for financial services mastheads FST Media, Money Management and Super Review. Previously, Daniel was the editor of the Bondi View newspaper, focusing on investigative news reporting in current affairs, finance, sports and politics.
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