Insurance Member Experience

58% of Australians are underinsured for their life insurance needs. Meaning if the worst were to happen, they could leave themselves and their families in a very vulnerable situation.
 Acenda’s customer research revealed key insights which highlight the problem of underinsurance. Everyday people are often unaware they have life insurance inside super, or that they need to adjust it to meet their lifestyle needs. Insurance is perceived to be difficult to understand, with some expressing that it feels as though they “need a PhD” to make sense of it. Users describe interacting with providers as frustrating, confusing & somewhat daunting.

Acenda has designed a suite of industry first digital experiences which ultimately empower members to confidently self-serve.
 Guided by customer insights, this experience is radically simplified, personalised, intuitive and jargon-free, and is coupled with useful member tools such as embedded calculators, educational content modules, and a robust suite of awareness campaigns helping members make an informed decision on their cover needs and to making it easy for them to take action.
 Ultimately Acenda’s new digital experiences help to deliver peace of mind for members in knowing that Acenda will be there for them when they need it most.

Acenda has set a new industry benchmark for more supportive and guided digital experiences, scalable by strategic design to any fund brand in Australia. The experience simplifies life insurance making it easier to grasp its purpose, understand it’s personal relevance, and action changes. With a strong focus on accessibility, enabling all users to make financial decisions easily regardless of their financial literacy level.

Many members aren’t sure how much life insurance cover they need, often relying on tools like calculators to guide them. That’s why Acenda’s Estimator tool is always within easy reach throughout the experience, with results saved and emailed to members for quick, convenient reference. Our redesigned ‘Make a change’ page transforms the traditional application process, replacing static forms with a guided, visual experience. Members are welcomed with a clear view of their current cover and are supported step-by-step to find the right options for their needs. To save time and reduce fatigue, members can now complete multiple applications in a single journey, with the option to save and exit whenever needed. All progress is captured in the Activity Hub, allowing members to seamlessly pick up where they left off. Once an application is submitted, the submitted applications page provides a central place to track progress, upload outstanding documents, and manage all insurance action, a true one-stop shop for a simpler, more empowering experience.