QBE boosts recovery outcomes with technology-driven claims initiatives
QBE Australia Pacific is enhancing recovery outcomes for injured people through targeted technology and innovation investments across its People Risk Claims function – with early results showing measurable impact.
Recently launching the QBE branded MyRecovery App, QBE is building on the success of an existing platform used over the past four years. The MyRecovery App – developed by Perx Health – uses behavioural science and gamification to build good health habits and motivate injured people to stick to their treatment plans.
In August 2024, QBE, with Perx Health, analysed data from 6,692 workers compensation claimants, including both app users and non-users.
Of those using the app, the results showed strong improvements, including a 23-day reduction in average recovery duration. Users also reported high levels of satisfaction (90%) and strong adherence to their recovery programs (83%), highlighting the app’s role in supporting faster, more effective recoveries.
“We know that getting someone into a recovery routine early – and helping them stick to it – is one of the best ways to improve their outcomes,” said David Bacon, General Manager of People Risk Claims at QBE AUSPAC.
“MyRecovery is a digital tool that makes that easier for the people we support – and the results speak for themselves. We’re seeing real impact, and we’re committed to building on that momentum to support even more effective recoveries.”
Users are rewarded with gift cards for completing scheduled recovery tasks and have access to tools that simplify the claims process, including submitting documents, reimbursements, and requesting call backs.
Alongside the app, QBE has piloted a generative AI-powered call summarisation tool, developed with its in-house data science team. The tool generates fast, consistent summaries of customer calls, streamlining admin and enabling Claims Officers to fully focus on conversations with injured customers.
“This tool is about more than just saving time – it’s about supporting people when it matters most,” Mr Bacon said. “We’ve seen it give Claims Officers the confidence to give their full focus on their customers, even in challenging conversations.”
“At the same time, it’s streamlining manual work – what used to take up to seven minutes after each call now takes just two or three. That means more time spent where it counts: supporting recovery.”
After a successful trial, the AI pilot is expanding across more product lines, including Compulsory Third Party and support for vulnerable customers.
Both initiatives are part of a broader effort to enhance frontline capability, remove processes, and focus on helping people get their life back together after an injury.
“These solutions reflect QBE’s broader strategy to modernise its claims capabilities while keeping people at the centre of what we do,” Mr Bacon said. “By combining human expertise with supportive technology – whether it’s reducing admin for our teams or helping someone stick to a recovery plan – we’re creating a more compassionate, connected, and high-performing claims experience.”