27 July 2026
What are we doing at AustralianSuper to make it easier for members?
AustralianSuper is continuing to improve the way members get help and manage their super. Improvements include faster call response times, better digital service through the Member Portal and app, simpler insurance and claims processes and stronger complaints handling.
Why is AustralianSuper focused on improving service for members?
AustralianSuper supports over 3.6 million members and expects to support around five million members within the next decade. As the Fund grows, we’re focused on making service simpler, faster and more convenient, so members can get support in the way that works best for them.
Improving our service includes giving members more choice in how they engage with their super - whether that’s online, through the app, over the phone, or with extra support during important life moments.
How has AustralianSuper improved the experience members have with the Contact Centre?
We listened to member feedback and committed to a multi-year investment in transforming our Contact Centre service. Through this transformation, we’ve improved Customer Satisfaction rates and Resolution rates – members are telling us we’re solving their issues quicker and with friendly and empathetic service to ensure we are delivering what members need, when they need it.
Last financial year, AustralianSuper’s Australian-based contact centre managed 1.4 million phone calls, with an average pick-up time of less than two minutes.
How has AustralianSuper improved digital services?
AustralianSuper has continued to improve the Member Portal and mobile app and digitised key transactions, giving members more ways to manage their super online.
Members can use these digital channels to access account information and complete tasks at a time that suits them. Last financial year, members completed millions of self-service transactions each month and accessed the AustralianSuper app 47 million times.
How has AustralianSuper made insurance easier for members?
AustralianSuper has made insurance support easier by improving digital claims and underwriting processes.
Enhancements to our online insurance experience make it easier for members to lodge and track claims online, receive updates and manage their cover more easily. These changes reduce manual steps, improve data accuracy and support faster assessment.
The introduction of digital claims lodgement means lodgement time has reduced by 80% compared to paper for TPD, Terminal illness and Income Protection.
How has AustralianSuper made death claims faster and easier for members?
AustralianSuper has improved claims support so members and beneficiaries can access help sooner.
Since launching the in-house Bereavement Centre in April 2024, AustralianSuper has processed more than 13,000 claims and improved the timeliness of death claim payments.
How has AustralianSuper improved complaints handling?
AustralianSuper is focused on resolving complaints fairly, efficiently and with empathy.
Over the past two years, we’ve strengthened our approach by bringing more complex and specialist complaint processes in-house and establishing a dedicated Member Resolutions Team with 100 employees. The team has resolved 55,000 complaints since it was established.
We also use complaints and member feedback to identify pain points, simplify processes and improve the overall member experience.
Continuing to improve member service
These improvements are part of AustralianSuper’s ongoing focus on making it easier and simpler for members to get help, manage their super and access support when it matters most.
As the Fund continues to grow, AustralianSuper will keep investing in service improvements, digital experiences and member support, helping members engage with their super with greater confidence, convenience and care.