Life insurance management

Research confirms that unemployment, long-term work absence and a lack of ‘good’ work can negatively impact mental health.

Our strategy is to approach every claim holistically on a deeply human level, partnering with the customer to recover and re-engage with the workforce, the local community and their families so they can live their best possible life.

We achieve outstanding results from the most difficult claim types by leveraging the insights and resources we glean from multiple national personal injury schemes.

Our evidence-based, customer centric claims management model can help you economise Life Insurance portfolios including:

• Retail and Group Salary Continuance Insurance
• TPD
• Mental Health
• Long Duration
• Complex Conditions

We deliver best-fit solutions even for difficult and complex life insurance and disability income claims. Free up resources to invest where you need it most and leave our experts to manage your complex cases, long duration claims and those with significant mental health hurdles to overcome.

We understand the importance of embodying your culture and protecting your brand. Our proven on-boarding method integrates our experienced claims managers with your business seamlessly.

We look at the whole person, not just the disability. Our biopsychosocial approach focuses on engagement and customer experience, enabling customers to recover function and independence while re-engaging with the workforce, their families and the community.

All our case managers are motivational interviewing practitioners. They use their skills and regular verbal communication to develop trust with customers, understand their individual circumstances then help them evoke change, increase activity and reach goals. Our call coaches ensure these skills continually develop and are applied across all claims we manage.

• Award-winning claims approach:
  • Recipient of the Best Service Provider Award at the 2020 Insurance Business Australia Awards
  • Recipient of PIEF Excellence in Accident, Illness and Death Management (Life Insurance) Award 2018
  • Recipient of Aluca Swiss RE 'Excellence & Innovation in Return to Work' Award, 2016

Under the Code, the following are the key principles that apply to products and services covered by the Code:

• Clarity and transparency
• Fairness and respect
• Honesty
• Timeliness
• Communications in plain language

Consistent with the principles underlying the Code, in managing claims for our Life Insurer clients at all times we will endeavour to follow these principles -

• We will be honest, fair, respectful, transparent, timely, and where possible we will use plain language in our communications with customers.
• We will provide additional support if customers have difficulty with the process of making a claim.
• When customers make a claim, if within the scope of our work for our Life Insurer client, we will explain the claim process and keep them informed about progress in making a decision.
• Where we are involved in making claims decisions, we will make a decision within the timeframes defined in the code, and if we cannot meet these timeframes customers can access a complaints process.
• If we are involved in making claims decisions and we deny a claim, we will explain the reasons in writing so that we or the Life Insurer can let customers know the next steps if they disagree with our decision.
• We will restrict the use of investigators and surveillance, to ensure customers’ legitimate right to privacy.
• The independent Life Code Compliance Committee will monitor our compliance with the Code.
• If we do not correct Code breaches, sanctions may be imposed.

The Translating and Interpreting Service (TIS National) is an interpreting service provided by the Department of Home Affairs for people who do not speak English and for agencies and businesses that need to communicate with their non-English speaking clients.

You can access Information on here.

If you are deaf and/or find it hard hearing or speaking with people who use a phone, the National Relay Service (NRS) can help you.

You can access Information on here.