Case Study: AIA Australia achieves a unified 360-degree customer view and streamlined operations with OpenText Case360

AIA Australia Gains Holistic View of Customer Experience with OpenText Smart Process Applications for Insurance

AIA Australia, the country’s largest group life insurer with over 2.5 million customers, faced fragmented legacy systems—aging content and workflow platforms across policy administration, new business underwriting and claims—that prevented a single, end-to-end view of customer engagement and limited operational insight.

To address this, AIA implemented OpenText Case360 across retail and group operations, rapidly rolling the solution out to all three core functions. The platform consolidated case information, automated reporting for real-time and historical performance visibility, reduced manual reporting and costs, and delivered a scalable, 360-degree view of customer interactions—earning the highest Quality, Time, Cost (QTC) score within AIA.

AIA

Graeme Turner

Chief Strategy, Projects, and Technology Officer