Chapter 2

Great Experiences

We’ve remained focused on delivering new products, effortless services and improved digital solutions so that our members can benefit from a consistent and positive experience.

Improving our mobile banking experience

We’ve made it easier for members to use Apple Pay by enabling them to add their active CUA Visa debit cards and CUA credit cards to their compatible Apple devices via our Mobile Banking app.

In the event that a member’s card is compromised or stolen, we’ve also made it a more effortless experience for members to obtain a replacement card on their Apple device. Members simply contact CUA who will suspend or delete the compromised or stolen card within the Apple Pay wallet. By answering a couple of verification questions, members can have their new card available in the digital wallet overnight, while waiting for their physical card to arrive via post.

Additionally, we’ve made our award-winning iM CUA app available via the CUA Mobile Banking app. This functionality, which can be accessed via the Contact CUA page in Mobile Banking, provides members with quick access when toggling between both apps.

Simple and competitive products

For members looking for a home loan, we’ve made it easier to compare options and simplify the decision-making process by launching two new variable home loans — our low-rate Achieve Variable loan with a capped offset amount and our Accelerate Variable loan with 100% offset. These products provide members with a choice to benefit from a loan with a lower rate or one with premium features.

In the midst of increasingly challenging economic conditions, our mortgage and deposit rates both remained among the most competitive in the market across the period. In keeping with our mutual ethos, CUA is focused on returning value to our members, while continuing to grow so we can invest in the service improvements and digital offerings that members expect.

CUA Health was one of the first health funds to deliver the Australian Government’s new private health insurance reform to simplify hospital products into four tiers: Gold, Silver, Bronze and Basic. This means consumers benefit from simpler and more affordable health insurance through CUA Health sooner. We also introduced new excess options to help reduce premiums and are among only a handful of insurers to offer youth discounts across all products.

Transforming our branches

Following the success of our first Community Hub branch in Toowoomba, we opened our second Community Hub branch in North Lakes and adopted a similar design for our Capalaba and Browns Plains branches, all based in Queensland. Local residents and community organisations have complimentary access to the shared community space for events and meetings, regardless of whether they are an existing CUA member. This service has helped to strengthen CUA’s relationships with our local communities.

Since opening its doors in October 2018, our North Lakes branch has hosted around 100 events with more than 1,600 attendees. Many have become CUA members after engaging with us for the first time via an event in the community space.

A highlight for Browns Plains has been the opportunity to invite seniors into the branch to learn about using CUA’s digital banking solutions. The team has continued to organise regular sessions for its senior members.

Rewarding our loyal members

To reward our CUA Platinum credit card holders for their loyalty since we launched the card three years ago, we provided members with 3,000 bonus reward points and a chance to win a trip overseas.

CUA Health also continued to offer its 4 per cent loyalty discount for members with both CUA banking and health insurance, with the initiative returning $3.16 million back in savings to members over the year.