AIA Australia has become the fifth major life insurer in the Australia and New Zealand region to implement VClaims, a digital rules engine developed by SCOR Digital Solutions and local technology provider Adviser Connect.
The rollout, completed in 2025, marks another key milestone in the evolution of SCOR Digital Solutions’ claims automation capability in the region.
It integrates the automated decisioning tool across several of AIA’s key funds. The move is designed to streamline the claims process, providing faster and more consistent outcomes for policyholders during the lodgment stage.
Tracey Crowe, General Manager for Claims and Underwriting at AIA Australia, stated: “We are always looking for opportunities to deliver simpler, faster and more connected experiences and services to the members of our fund partners.
“There is no question that the VClaims rules engine forms an important part of the puzzle – we want people to have a seamless, efficient and consistent experience, at a time when they are at their most vulnerable.”
The deployment also reinforces the long-term partnership between SCOR and Adviser Connect, the technology provider behind VClaims in the Australia and New Zealand market.
Over the past decade, the partnership has supported more than 20,000 claims and 60 schemes across multiple insurers, demonstrating both scale and operational maturity.
Ian Jarvie, Chief Executive Officer of Adviser Connect, commented: “This deployment demonstrates the strength of the collaboration between AIA, SCOR and Adviser Connect, and our shared commitment to delivering claims capability that performs reliably at scale in live production environments.”
As claims volumes increase and regulatory requirements become more demanding, insurers are increasingly turning to rules-based engines, SCOR explains.
Rules engines sit at the core of modern claims automation, translating policy intent into consistent, auditable decisions at speed, while orchestrating how data, digital lodgment, and human judgment come together across the claims journey.
When embedded within a broader claims operating model, rules-based decisioning becomes a foundation for faster customer outcomes, stronger governance, and a more resilient claims capability that can evolve as regulation, risk, and customer expectations change.
SCOR Digital Solutions offers a modular, API-led claims automation proposition combining digital lodgment, the VClaims rules engine, and an AI orchestration layer for end-to-end decisioning and case management.
These components can be deployed independently or together, allowing insurers to scale automation based on their local strategy, maturity, and regulatory context.
In Australia and New Zealand, VClaims is delivered in partnership with Adviser Connect as the local technology provider, while the broader SCOR Digital Solutions claims automation capability is designed to support global markets.
Ryan Gailey, Head of Automated Claims Strategy at SCOR Digital Solutions, said: “We value working with customer-focused insurers like AIA who are pushing claims innovation forward in practice, not just in theory. This expansion of VClaims reflects long-term investment in practical, deployable claims automation that supports human judgment in everyday claims work.”
