April 9, 2019
BT has released the initial results for its Cancer Assistance Program (CAP), which it says is the first claims support program in Australia to focus on providing access to early intervention, tailored for life insurance clients who have been diagnosed with cancer.
Launched in January 2018, the pilot program has resulted in 86 per cent of clients citing an improvement in functional capacity, giving them a better chance at returning to wellness within a shorter time frame, post-disability, says BT. It also refers to data that indicates the program has given clients a better claims service experience, with client satisfaction averaging 90 per cent.
BT says that through the program, clients with cancer have been able to access health support earlier, with the period between notification of claim and commencement of health support intervention services reducing from nine to five months.
Of the 35 claimants who have participated in the Cancer Assistance Program, BT reports:
- 16 have completed their health support programs
- Among those 16 clients, 13 have returned to work on full duties
- Of the 19 clients whose programs are ongoing, 12 have returned to work either on full or partial duties, or have a medical-endorsed and planned return to work date within the first half of 2019
BT notes seven cases are either at the very early stage of recovery or are likely to have no return to work outcome due to the severity or declining status of their condition. It says these results will inform a new process for its management of cancer claims.
Offering health support earlier gives clients with cancer a better chance at getting their lives back on track…
Neil Borthwick, BT’s Head of Claims, Life Insurance, noted that based on BT’s claims experience, “…we identified that an early intervention model was essential. Offering health support earlier gives clients with cancer a better chance at getting their lives back on track,” he said.
Borthwick said the program evolved out of BT’s broader work on structured health support programs for clients and that it also applies the insurer’s ‘Health Outcome Measure’, which compares the improvement in a client’s health and wellbeing at the end of their support program with their pre-disability level of function. “The average Health Outcome Measure for CAP participants was 88 per cent,” he said.
Quoting industry statistics, BT noted cancer is the second most common cause of death in Australia, accounting for about three in ten deaths. It also noted breast, lung and prostate cancer are among the most prevalent diseases for customers who have made a claim on a BT Protection Plan policy.