NAB Executive Corporate and Institutional Transaction Banking Johan Westh said real‑time payments give insurers a faster way to improve customer experience and retention.
Contribution by NAB
For organisations that rely on recurring customer payments, improving the payment experience often means solving operational challenges at the same time.
GT Insurance's implementation of PayTo with NAB demonstrates how both objectives can be achieved through a single payment capability.
Offering instalment payments is central to GT Insurance’s customer proposition. Under its previous direct debit model, however, customers had limited visibility over their payment arrangements, including when instalments were due or whether payments had been missed.
Working with NAB, GT Insurance implemented PayTo to modernise that experience. Customers can now establish and manage their payment agreements directly through their banking app, giving them greater visibility and control over their instalment payments through a simple self-service experience.
The move has also simplified payment administration for the business. Real-time payments have reduced timing discrepancies, while improved payment visibility has streamlined reconciliation and significantly reduced many of the manual processes previously associated with dishonoured payments.
Marc Gross, former Chief Financial Officer at GT Insurance, said the benefits have been felt across both the customer experience and back-office operations.
“Customers are able to set up their payment agreements themselves. It’s a much simpler experience for them and for us,” Gross said. “And from a backend perspective, we’re able to perform bank reconciliation without any issues.”
Implementations like GT Insurance’s reflect a broader shift in how organisations are approaching account-to-account payments. Early conversations often focused on replacing direct debit. Today, businesses are looking at how they can redesign payment experiences to reduce friction for customers and simplify operations at the same time.
“Real‑time payments give insurers a faster way to improve customer experience and retention - by tackling the big pain points first,” NAB Executive Corporate and Institutional Transaction Banking Johan Westh said.
GT Insurance’s experience highlights how PayTo is increasingly being applied to solve practical business challenges rather than simply replacing existing payment methods.
For organisations managing recurring payments, the greatest value often lies not only in faster payments, but in giving customers greater visibility and control while reducing manual administration and improving operational efficiency.
As more businesses explore how PayTo can support their payment strategies, implementations like this demonstrate the practical outcomes the capability can deliver in real-world environments.
