Digital or Die - Bravura Calls Time on Clunky Super Processes | the Advisory

Why It Matters

Accelerating digital adoption in superannuation cuts costs and improves member satisfaction, forcing lagging funds to modernise or risk losing relevance.

Key Takeaways

• Many super funds still depend on paper-based administration.
• Bravura's zero-touch model digitizes 97% of transactions for clients.
• Real-time validation and transparency reduce rework and delays.
• Older members adopt digital tools when interfaces are simple.
• AI supports, but does not drive, Bravura's automation framework.

Summary

The advisory interview spotlights the lag in digitising Australia’s superannuation sector, where a substantial share of funds still process paperwork via email attachments and postal forms. Bravura Solutions’ Nicole Kennedy explains the firm’s "zero‑touch" model, which aims to make super administration invisible to members by moving 97% of transactions onto a fully digital platform. Key data points illustrate the gap: legacy funds see up to 70% of submissions returned for correction, while Bravura’s clients experience minimal rework thanks to upfront validation and end‑to‑end transparency. The framework blends repeatable, scalable processes with AI‑enhanced interfaces, using artificial intelligence only as a supplement rather than the core engine. Kennedy cites examples such as older retirees readily using online portals once they are simple and reliable, noting high reuse and retention rates among members who experience frictionless service. The conversation also highlights how AI can streamline coding and advice delivery without compromising compliance. Looking ahead, Bravura envisions lower operating costs, faster member service, and a shift of human resources toward high‑value, personal interactions. The firm expects its zero‑touch architecture to scale across the industry, delivering both efficiency gains and a more engaging digital experience for all super members.

Original Description

Nicole Kennedy from Bravura Solutions outlines how superannuation administration in Australia still relies heavily on paper-based or email-driven processes, creating delays and frustration for members. Kennedy states that leading funds now have around 97% of transactions handled digitally, while laggards can see up to 70% of paper transactions returned for rework due to basic errors such as missing signatures. She argues that this gap reflects underinvestment, complexity and a lack of confidence in delivering genuinely seamless digital journeys.

Kennedy describes a “zero touch administration” model where transactions are initiated online, validated up front and then flow through without manual intervention, supported by full transparency. Members, advisers and funds can see in real time where a transaction sits, including complex cases such as financial hardship applications or insurance claims, and what will happen next. She claims that when digital experiences are simple and available 24/7, uptake and reuse across all age groups increase sharply, improving retention and trust.

On technology, Kennedy positions AI as a supplementary layer rather than the core engine. She prefers a robust, repeatable processing framework that AI can interact with via natural language, while human support is reserved for “moments that matter” as funds seek lower costs and better member outcomes over the next five years.