AIA Australia is a leading life, health and wellbeing insurer with more than 50 years of experience helping Australians protect what matters most. Through its unique combination of insurance, health and wellbeing solutions, AIA supports and protects the lives of millions of Australians.

AIA manages a significant volume of customer correspondence across its customer, claims and broader business operations.

This includes daily communications, large seasonal mail-outs and urgent, ad hoc correspondence. AIA also receives physical documents containing customer requests, claims information, and other sensitive data that must be accurately reviewed, captured, and routed to the appropriate operational teams.

Historically, AIA’s outbound correspondence was predominantly delivered by physical mail. As customer expectations evolved, the organisation wanted to expand its digital communication capabilities while continuing to meet its operational, governance and compliance requirements.

Any new approach needed to support more than digital delivery. It had to work alongside AIA’s established inbound and outbound processes, protect sensitive information and give operational teams timely access to the documents and data they needed.

Canon Business Services ANZ (CBS) has supported AIA’s correspondence operations for more than 12 years.

During this time, CBS has become a trusted extension of AIA’s operations, managing services across the complete correspondence lifecycle.

For inbound physical mail, CBS opens and reviews documents, captures the relevant information and routes it to AIA’s teams according to an agreed business action matrix. This structured process enables customer and claims teams to access and act on incoming requests efficiently.

For outbound communications, CBS supports AIA’s daily physical mail as well as seasonal campaigns and time-sensitive, ad hoc communications.

When AIA decided to digitise more of its outbound correspondence, CBS supported the entire transition. AIA supplied the required email templates, while CBS established and managed the capability to deliver digital communications on AIA’s behalf.

The solution was implemented within six months.

AIA’s communication requirements are not always predictable. Regulatory, operational or customer needs can create urgent requests that must be addressed within tight timeframes.

CBS combines established governance with the flexibility to respond quickly when these requirements arise.

“They understand our urgency,” says Sam. “Even when something unexpected comes up, they can respond and get it done within a week or so.”

Close collaboration between AIA’s supplier management team, its CBS account manager and CBS operations specialists help ensure requirements are clearly understood and projects remain on track.

This responsiveness lets AIA manage both planned communication programs and emerging priorities through the same trusted partnership.

“The strength of the relationship between AIA and CBS has been central to the success of this project,” says Donna Nehme, Service Delivery Manager, Canon Business Services ANZ. “Sam’s open communication and collaborative approach have helped our teams work closely together, build trust and deliver positive outcomes. That partnership also gives us a strong foundation for continuous improvement and innovation.”

That shared focus has helped both teams move beyond day-to-day service delivery and identify opportunities to improve performance, adapt the solution, and create greater long-term value.

With support from CBS, nearly 80% of AIA’s correspondence is now delivered digitally.

The transition has allowed AIA to respond to changing customer preferences while reducing its reliance on physical mail. It has also allowed internal teams to remain focused on customer and claims operations, with CBS managing the supporting communication processes.

At the same time, AIA continues to benefit from an integrated service covering inbound physical documents, data capture, physical mail and electronic correspondence.

Strong governance underpins the relationship. CBS communicates openly about emerging issues and has consistently achieved AIA’s service-level expectations.

“From a governance perspective, we’ve had consistently green SLAs,” says Sam. “The relationship with our account manager is second to none. They’re always open with us and come directly to us if there is an issue.”

More than 12 years of collaboration has given CBS a detailed understanding of AIA’s communication requirements, workflows and governance expectations.

CBS supports both inbound and outbound correspondence, connecting document handling and data capture with the communications AIA sends to its customers.

CBS can manage high-volume seasonal activity, business-as-usual communications and urgent requests without compromising established processes.

Clear communication, proactive account management and consistently strong SLA performance give AIA confidence in the services CBS delivers.

For AIA, the value of the relationship extends beyond the individual services CBS provides.

CBS operates as a dependable extension of AIA’s teams, combining the scale and process discipline needed for essential correspondence with the responsiveness required in a changing operational environment.

“I couldn’t recommend Canon more highly,” says Sam. “The customer experience and operational support are second to none.”

Canon Business Services ANZ helps organisations modernise customer communications and information workflows through digital correspondence, mailroom services, document processing and intelligent data capture.

By integrating physical and digital channels, CBS can help organisations improve the way information is received, processed and delivered—while supporting operational, governance and compliance requirements.

Talk to Canon Business Services ANZ about transforming your customer correspondence operations.