May 30, 2017
MLC Life Insurance has launched a new cloud-based automated claims processing solution.
Called ClaimFirst, this new technology platform will accommodate the processing of the stand-alone insurer’s income protection and TPD claims.
The platform delivers a centralised, digital database that will store all IP and TPD claims information and is intended, according to the release announcing the initiative, to help MLC Life Insurance ‘…make claims decisions more quickly and simply for customers.’
…the insurer wants to ensure that its customers have a clear understanding of both the process and the timeframe for handling their claim…
MLC Life Insurance Acting GM Claims, Natalie Eckersall, noted the insurer wants to manage claims quickly and with a minimum of fuss and ensure that its customers have a clear understanding of both the process and the timeframe for handling their claim.
She noted an example of this approach is the removal of traditional claims forms “…so that we can work directly with the customer to get the information that is required quickly and efficiently.” Eckersall added that part of the process allows MLC Life Insurance to capture information in real time when the claims team member is on the phone with the customer.
ClaimFirst is a software platform owned by international claims management solutions provider, ClaimVantage. According to Eckersall, a key element of delivering the insurer’s claims transformation program was to find a software system that ensures there is an effective interaction between the customer and the claims assessor:
“We are confident the partnership with ClaimVantage will give us the tools to provide our customers with a great claims service and provide advisers with confidence where they have recommended MLC Life Insurance to their customers,” she said.