The Industry Landscape
Evolving Expectations in Retirement Fund Services
In the superannuation industry, member expectations for seamless, digital-first experiences are rising. As funds handle billions in assets and millions of individual member records, reducing manual effort and enabling real-time processing is a competitive differentiator and a business imperative. Manual, paper-based processes burden internal teams, increasing turnaround times, compliance risks and member dissatisfaction.
To remain competitive, super funds are turning to low-code automation platforms to adapt swiftly, scale effortlessly and deliver faster, more secure services across member and advisor channels.
The Challenge
Eliminating Manual, Disconnected Processes in Claims Handling
The client relied on a fragmented, paper-heavy process for claims tax deduction submissions, with manual validations, disconnected handoffs and no integrated view. This led to delays, inefficiencies and compliance risks – clearly signaling the need for end-to-end claims processing automation to streamline workflows and enhance user experience.
Key challenges included:
- A 15-page paper form submitted via fax, mail or e-mail, often leading to weeks-long processing delays
- Multiple back-end manual steps for form verification, data entry into the client Customer Relationship Management (CRM) tool and cross-system validation
- No integrated system view, requiring administrators to “swivel-chair” across platforms to complete tasks
- A need for an improved member and advisor experience, with lower operational costs and faster turnaround
The Solution
Unifying Claims with Appian-led Hyperautomation
WNS implemented a hyperautomation solution underpinned by Appian’s low-code platform, unifying workflows across Member Online (MOL) and Advisor Online (AOL) channels. The digital claims transformation solution embedded intelligent process management, streamlined end-to-end tasks and enabled seamless, self-service experiences for all users.
Seamless Digital Application Experience
- Replaced paper-based forms with fully digital workflows accessible through the MOL and AOL portals
- Enabled real-time data accuracy checks and tax qualification verifications using embedded business rules
End-to-End Process Orchestration
- Integrated all verification and approval steps into a single interface, eliminating system switching
- Created a member record dashboard, providing one-click access to all tasks and history
Autonomous Operations Enablement
- Embedded Appian-based interfaces for customer service representatives and external users
- Enabled applications to be initiated directly by members or by representatives acting on their behalf
Rapid Deployment with Process Optimization
- Reviewed client-defined process flows and re-engineered them to eliminate manual gaps
- Enhanced user experience while ensuring compliance and traceability across all digital steps
This initiative reflected WNS’ commitment to co-creating smarter businesses – by designing agile, scalable systems that balance automation with human-led thinking, unlocking measurable outcomes with speed and purpose.
The Outcome
A Scalable Digital Ecosystem with Measurable Business Gains
Leveraging Appian’s low-code agility and WNS’ domain-led hyperautomation expertise, the client now operates a smarter, digital-first claims automation ecosystem. The transformation has significantly accelerated turnaround times, improved compliance through end-to-end digital traceability, and enhanced member and advisor satisfaction with faster, more transparent processing. It has also allowed customer service teams to focus on strategic, value-added activities.
Key tangible benefits include:
hours of
manual effort saved per claim tax deduction form
> percent STP for online applications
Client Testimonials
Your team has been hard-working, reliable and professional and always takes pride in the quality of their work. Through my dealings, each member has been a true delight to work with and is always courteous, considerate and patient – especially given the technical challenges we have had with our systems when working remotely! Through your leadership and guidance working onsite, we have built a strong and successful relationship with WNS, one which I hope will continue into the future on other projects. Thank you all for your efforts and hard work to successfully achieve the Adviser DST project outcomes.
- Senior Project Support Officer
FAQs
1. How can hyperautomation improve claims processing efficiency in superannuation and insurance operations?
Hyperautomation improves claims efficiency by integrating AI, low-code workflows, intelligent validations and end-to-end process orchestration into a unified digital ecosystem. This reduces manual intervention, accelerates claims turnaround times and improves operational transparency across member and advisor journeys. WNS helped a leading super fund achieve over 80% Straight-through Processing (STP) while significantly reducing manual effort and compliance risks through Appian-led hyperautomation.
2. Why are super funds and insurers modernizing paper-based claims operations?
Traditional claims operations often rely on fragmented systems, paper-based forms and disconnected workflows that create delays, increase compliance risks and negatively impact customer experience. As member expectations shift toward digital-first interactions, financial institutions are investing in intelligent automation and low-code platforms to improve agility and scalability. WNS enables organizations to modernize legacy claims ecosystems through AI-enabled orchestration and autonomous digital operations.
3. How does Straight-through Processing (STP) transform customer and advisor experience?
Straight-through Processing automates claims workflows from submission through validation and approval without requiring extensive manual intervention. This improves processing speed, enhances transparency and enables real-time updates for members, advisors and service teams. WNS implemented an integrated Appian-led ecosystem that enabled seamless self-service claims journeys and significantly improved user experience for all stakeholders.
4. What operational challenges can Appian-led hyperautomation solve for financial institutions?
Appian-led hyperautomation helps financial institutions address challenges such as fragmented workflows, “swivel-chair” operations, manual data entry, disconnected systems and limited process visibility. By integrating workflows, validations and approvals into a centralized orchestration layer, organizations can improve compliance, operational resilience and workforce productivity. WNS combines domain expertise with Appian-powered intelligent automation to help enterprises build scalable and future-ready digital operations.
5. Why should financial institutions partner with WNS for claims and hyperautomation transformation?
WNS combines deep financial services and insurance domain expertise with advanced hyperautomation, AI and low-code transformation capabilities to help enterprises modernize claims and operational ecosystems at scale. From intelligent workflow orchestration and autonomous operations to Appian-powered digital engagement and compliance-ready process automation, WNS enables organizations to improve efficiency, accelerate decision-making and deliver seamless customer experiences in an increasingly digital financial landscape.