AIA Australia has become the fifth major life insurance company in Australia and New Zealand to implement VClaims, a digital rules engine developed by SCOR Digital Solutions and local technology provider Adviser Connect.
The deployment, to be completed in 2025, marks another important milestone in the development of SCOR Digital Solutions’ claims automation capabilities in the region.
It integrates with AIA’s automated decision-making tools across multiple major funds. The move aims to streamline the claims process and provide policyholders with faster and more consistent results at the enrollment stage.
AIA Australia General Manager Claims and Underwriting Tracey Crowe said: “We are always looking for opportunities to provide members of our fund partners with simpler, faster and more connected experiences and services.
“There’s no doubt that the VClaims rules engine is an important piece of the puzzle – we want people to have a seamless, efficient and consistent experience when they’re at their most vulnerable.”
The deployment also strengthens SCOR’s long-term partnership with Adviser Connect, the technology provider behind VClaims in the Australian and New Zealand markets.
Over the past decade, the partnership has supported more than 20,000 claims and 60 plans across multiple insurance companies, demonstrating scale and operational maturity.
Ian Jarvie, CEO of Adviser Connect, commented: “This deployment demonstrates the strength of the partnership between AIA, SCOR and Adviser Connect, and our shared commitment to delivering claims capabilities that run reliably at scale in a live production environment.”
SCOR explains that as claims volumes increase and regulatory requirements become more stringent, insurers are increasingly turning to rules-based engines.
Rules engines are at the heart of modern claims automation, quickly transforming policy intent into consistent, auditable decisions while orchestrating how data, digital submissions and human judgment are integrated throughout the claims process.
When embedded into the broader claims operating model, rules-based decision-making becomes the foundation for faster customer outcomes, stronger governance and more resilient claims capabilities that can evolve as regulation, risk and customer expectations change.
SCOR Digital Solutions provides a modular, API-led claims automation solution that combines digital submission, VClaims rules engine and an AI orchestration layer for end-to-end decision-making and case management.
These components can be deployed independently or together, allowing insurers to scale automation based on local strategy, maturity and regulatory environment.
In Australia and New Zealand, VClaims is delivered in partnership with Adviser Connect as the local technology provider, while the wider SCOR Digital Solutions claims automation capabilities are designed to support global markets.
“We value working with customer-centric insurers like AIA who drive claims innovation not just in theory but in practice,” said Ryan Gailey, director of automated claims strategy at SCOR Digital Solutions. “The expansion of VClaims reflects a long-term investment in practical, deployable claims automation that supports human judgment in daily claims work.”
