WHY THIS MATTERS NOW

Fast steps are hiding slow outcomes

Claims delays and fragmented case ownership have moved beyond AFCA complaints and into the Federal Court, while CPS 230 has made process and provider governance a board-level issue since July 2025.

All of this is happening as a large wave of members shifts into retirement, which is exactly when good service matters most and gaps in the journey are felt hardest.

Key challenges driving the conversation:

• Local KPIs like speed, SLA and call time can look healthy while the member’s end-to-end journey falls short

• Vulnerable members are often routed to a person only after something has gone wrong

• Context gets lost every time a case moves between teams, so members end up re-explaining their situation

• Capacity freed by automation is too often banked as cost-out rather than redirected to members who need it

WHAT THIS DISCUSSION WILL COVER

Four areas the room will work through together

1. Measuring the outcome, not the step
Where current KPIs reward speed over resolution, and what a measure of lawful, timely, understandable and dignified service could look like alongside cost and speed

2. Vulnerable members by design
How funds detect and route members in hardship, retirement transition or unsafe situations to a person by design, not by exception

3. Where freed capacity should go
If routine work drops meaningfully, how that capacity can be redirected to proactive outreach for at-risk members

4. Context and ownership that travel with the case
Where context gets lost across the member journey, and how to keep ownership end to end, with AI handling routine work and people leading every judgment call

WHAT YOU’LL TAKE AWAY

Leave with more than notes

A sharper view of what to measure
Practical ways to pair cost and speed with an experience measure that reflects what the member actually lives through

A blueprint for protecting vulnerable members
How peers are building escalation and safe-contact handling into the process, rather than relying on staff to catch it

A clearer model for AI and people
Where peers are drawing the line between routine work AI can own and the judgment calls people must lead

A benchmark for your own fund
Insight into how other APRA-regulated funds are approaching case management, so you can see where you sit

WHO WILL BE IN THE ROOM

A curated group of senior super fund leaders

The value of this discussion comes from hearing how peers across different funds are actually approaching member outcomes, not from a single point of view.

Drawn from APRA-regulated funds across Australia, including:

Executive Leadership
Chief Customer Officer · Chief Operating Officer · Chief Technology Officer · Chief Marketing Officer

Member Experience & Engagement
Chief Engagement Officer · Head of Member Experience · Head of Member Services

Operations & Technology
Head of Operations · Head of Claims · Head of Digital

Participants are selected to ensure a high-calibre, peer-level discussion, held under Chatham House Rule.