At Acenda, we aim to be customer obsessed. It’s more than a mindset, it’s a movement.

Because behind every policy is a person. A family. A future. Whether it’s helping a young family facing illness or supporting someone returning to work, we walk alongside our customers through life’s most vulnerable moments.

Last week we celebrated Customer First Fest, a time for immersive experiences with our teams to reflect on what really matters.

Our customers.

This means putting our customers at the heart of everything we do to deliver the Total Customer Experience. But what does that mean?

At Acenda it is the complete set of interactions and experiences that a customer has with us. Every communication, every decision, every stage – because every moment matters.

After all, a good customer experience is about how we make the customer feel. For us, we have three guiding principles:

1. Be clear and reliable
2. Be personal and empathetic
3. Be proactive and seamless

It’s a matter of trust

Life insurance is so much more than a policy. It’s peace of mind and a promise by us to be there for our customers when they need it. A promise for life.

Last year we paid over $1.1 billion in claims, supporting 8,849 of our customers and their families when they needed us the most. These included claims for life cover, income protection, total and permanent disability and critical illness. Behind each of those numbers is a person, often facing some of life’s most difficult moments.

We pride ourselves on a compassionate, responsive and streamlined claims experience. that’s now seen us named Claims Team of the Year two years in a row at the ALUCA Life Insurance Excellence Awards.

Trust and confidence are the most important currencies we have. What we sell is a promise, and that promise is built on how we show up when it matters most.

Every touchpoint – whether it’s reading their policy, speaking to our teams, or making a claim – shapes their trust and loyalty. It’s peace of mind delivered through every communication, every assurance, every promise made - and kept.

At Acenda we see customer experience as everyone’s job. Because customers don’t see departments or functions. They see one company.

The Total Customer Experience is about connecting the dots internally so that the customer never feels there is a gap. The more seamless and reliable our experience, the stronger and more trusted we are as a business.

Whether you’re on the front-line or behind the scenes, every team contributes to how customers feel about our company and our brand.

Ongoing customer led Innovation is vital

It’s also why innovation is so important to us so we can continue to evolve our products and experience to meet the changing needs of our customers.

That includes streamlining our systems and processes and ensuring we are communicating with customers on the latest digital platforms to ensure more people, including younger Australians, can have access to life insurance.

While we continue to focus on individual advised channels and delivering scale in super fund partnerships, we also know we need to engage with existing and new customers to meet their evolving needs.

It’s why we are committed to fostering a culture of innovation so we can continue to identify and integrate meaningful customer propositions to improve health and wellbeing.

At Acenda, we’re proud to choose to show up with care.

With innovation. With compassion. And with a relentless focus on our customers.

Because at the end of the day, what we do is about who we do it for.

Our customers.

Andrew Beevors is the Chief Claims & Transformation Officer of Acenda (formerly MLC Life Insurance)