MLC will review up to two years of denied disputed claims in an effort to provide certainty about the insurer’s claim processes.
The review will review claims practices going back to 1 January 2014 and will focus on critical illness cases, including heart attacks.
NAB Wealth, Group Executive, and MLC, Chief Executive, Andrew Hagger said the insurer would work with independent Customer Advocate, Professor Dimity Kingsford Smith who would be involved with the implementation of the review process.
Kingsford Smith was announced as NAB’s independent Customer Advocate for its wealth advice complaints processes in May 2015
Hagger said MLC was confident that it had the right claims processes in place but believed it was necessary for leading insurers to provide customers and advisers certainty about their claims processes.
“We believe our claims processes are industry leading. We consciously employ health professionals like doctors, nurses, physiotherapists and psychologists in our client-facing claims teams to improve the customer claims experience, pay claims and help customers return to work,” Hagger said in a recently released statement.
“And, over recent years, we have continuously improved our claims processes – including reducing the case load in our claims teams by around 30% so our people can help customers more. We want customers to spend more time focusing on getting well, and less time filling in forms for us.”
