MLC Life Insurance is partnering with Insignia Financial to launch a new claims experience, which it says provides members with greater choice in how they lodge and track their claim, enabling submissions to be assessed sooner.
A statement from the insurer says that MLC MasterKey and Plum Super members, insured by MLC Life Insurance, will be able to lodge their claim digitally through LifeView, MLC Life Insurance’s integrated online platform, “…removing the need to complete and post paper forms and documents – which unnecessarily delays the time it takes to have their claim in front of the insurer for assessment.”
Sam Wall, General Manager, Master Trust & Insurance Products, Insignia Financial, says the digital experience is a leap forward for how members can make a claim.
“We know that when members get in contact with us to make a claim, they will likely be going through a very stressful time in their life. This is why we want our claims process to be simple, transparent and enable members to easily access the level of support that is right for them.”
Greater Control and Visibility
He says that through the new digital claims experience, that it has co-developed with MLC Life Insurance, it is giving members greater control and visibility over their claim.
“Easier claim lodgement means it will be in front of an assessor to review sooner.”
MLC MasterKey and Plum Super members can lodge a claim via LifeView using their smartphone, tablet or computer, and are guided through the process from start to finish; including uploading documents to support their claim, such as a doctor’s medical report, or accessing complimentary wellness and recovery support programs. Once complete, an assessor from MLC Life Insurance will call the member to finalise the claim and the member can continue to track the progress via LifeView.
Andrew Beevors, Chief Claims Officer, MLC Life Insurance, says the new service highlights how the company is making inroads to make it easier to lodge a claim.
“We put our customers at the heart of everything we do. That is why we have redesigned our claims service to provide greater options and flexibility to help us meet members’ needs – whatever they are.”
Beevors says the new digital claims experience is integrated with the company’s claims management and policy administration system, “…which means we can provide real-time updates to members and the fund themselves. This ensures absolute transparency between all stakeholders involved in the claim.”
The service also gives MLC MasterKey and Plum Super members access to all of MLC Life Insurance’s health and wellness services in one place, including Best Doctors, Mental Health Navigator and Cancer Aid.
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