Mary Magallanes, Acenda's General Manager of Claims Management, was distinguished with the Leadership Award for her remarkable contributions to life insurance and her dedication to customer-centric innovation. Under her leadership, Acenda's claims process, known as TPD Express, received the Claims Team Award for the third consecutive year, noted for its ability to expedite eligible claims and decrease the overall claim settlement timeframe by 84%.
The company's KickStart program emerged victorious with the Customer Service Team Award. This program is lauded for delivering customised support and rehabilitation plans to customers within 24 hours after receiving a referral, significantly aiding in the recovery from illness or injury.
Andrew Beevors, Acenda's Chief Claims and Transformation Officer, reflected on the win, stating that the awards showcase the comprehensive value chain of life insurance—from leadership and underwriting to claims. He emphasized the company's unwavering commitment to placing the customer at the centre of all operations.
Additionally, the Partnership Impact Team Award recognised Acenda's collaboration with EQ Pathology. This partnership has streamlined life insurance processes by introducing digital questionnaires that provide necessary medical information seamlessly, marking an industry-first initiative.
Jane Murray, Acenda's Chief Operating Officer, commended the team's efforts, saying the awards acknowledge their commitment to prioritizing customer needs. "I congratulate all of our people for what they continue to do to put customers first," she remarked.
These accomplishments underscore Acenda's ongoing endeavour to innovate and enhance customer service, setting a benchmark in the Australian life insurance industry.
