Case Study: Westpac achieves faster, mobile-enabled claim processing and scalable catastrophe response with Avoka Transact (Avoka)

Westpac Creates a Mobile-Optimized Customer Experience

Westpac General Insurance faced an acute operational challenge: during Australia’s annual Catastrophe Season large spikes in claims overwhelmed its phone-based, manually processed claims service and paper forms offered an unsatisfactory customer experience. To give customers a choice to claim via PC or mobile and to scale quickly under peak loads, Westpac engaged Avoka and its Avoka Transact solution.

Avoka implemented mobile-optimized, omni‑channel SmartForms and the Avoka Transact Composer authoring tool so customers can lodge claims via smartphone, tablet or desktop with camera photo uploads, automatic validation and error-checking, and business-led updates deployed in hours or days. The Avoka solution accelerated claim processing, improved first-time accuracy, scaled to handle burst activity for Westpac’s 1M+ policies, enabled faster settlements and happier customers, and has been extended into Life Insurance, Wealth Management and Retail Banking.

Westpac