Tracey Crowe, General Manager for Claims and Underwriting at AIA Australia, commented,“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.”
AIA Australia is now the fifth major market player in Australia and New Zealand to implement SCOR’s award-winning claims VClaims in 2025 as part of its digital claims transformation.
This latest rollout marks a major milestone for the solution, which now dominates market share in the region. It also creates a pathway for AIA Australia to scale VClaims across additional funds and its retail business.
This deployment marks another key milestone in the evolution of SCOR Digital Solutions’ claims automation capability in the region and reinforces the long-term partnership between SCOR and the local technology provider behind VClaims in Australia and New Zealand, Adviser Connect.
A milestone deployment
Tracey Crowe, General Manager for Claims and Underwriting at AIA Australia, commented,“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, comments: “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.”
Why rules engines are critical to the future
As claims volumes increase and cases become more complex, insurers need decisioning capabilities that are structured, explainable, and scalable. 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’s modular claims solutions
SCOR Digital Solutions delivers a modular, API-led claims automation proposition that combines digital lodgment capabilities, the VClaims claims rules engine, and an AI orchestration layer, to support end-to-end claims decisioning and case management. These components can be deployed independently or as a cohesive operating model, allowing insurers to scale automation in line with 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.”
SCOR Digital Solutions is SCOR Life & Health’s digital solutions platform. Drawing on strong technological foundations, it combines SCOR’s industry-recognized expertise and data capabilities to help our clients navigate through and capitalize on the future of automated underwriting and claims solutions, maximizing market potential globally, driving better financial and operational performance, and delivering the best possible customer experience.