MLC Life Insurance is enhancing its Vivo program, by building new digital capabilities and expanding its provider network to bring more services into a ‘one-stop shop’ digital customer experience.
Andrew Beevors, MLC Life Insurance Chief Claims Officer, says Vivo provides an “…expansive suite of services to MLC Life Insurance customers at no additional cost, supporting their everyday health and wellness, and assisting with their recovery from illness or injury throughout a claim.”
He adds that the Vivo Virtual Care component of the offering makes services available at any time to customers and their immediate family members and it can be accessed completely independent of the claim process.
The insurer says the Vivo Virtual Care services and associated digital portal were previously provided by a third party limiting its ability to expand and tailor the support offered to customers.
Its new self-owned and self-managed portal “…will enable greater opportunity to enhance the customer experience and expand the service offering using various specialist providers.”
Beevors says the company is “…always looking for ways to equip its customers with the latest world-leading, innovative health and wellness services to make Vivo Virtual Care a powerful prevention and early intervention tool and that’s why we’re improving the digital capability and moving to the provider arrangements that will enable us to do just that.”
An Extensive Tender Process
MLC Life Insurance conducted an extensive tender process for arrangements to deliver the existing Fitness Consult, Nutrition Consult, Expert Medical Opinion and Mental Health Navigator, and a new service to help customers and their families navigate the last stages of life and the grief that accompanies it.
The new partnerships are centred on an improved customer experience and include new service providers like mlcoa.
Sam Norton, Executive General Manager of Australian-based independent medical opinion provider mlcoa, says his firm has been offering expert opinions and support for mental health for many years, and understands the need to use well-respected and credentialed specialists.
“An important part of this service is that our specialists tailor their approach to MLC Life Insurance’s customers.”
Tim Morphy, CEO of the MedHealth Group the parent company of mlcoa, added his company is delighted to bring its capability to Vivo, with its Australian-based independent medical opinion provider mlcoa to be the primary interface.
…we have access to a global network of some 29,000 medical experts delivering over two million medical opinion and case management services annually …
“As part of the US-based ExamWorks group of companies, we have access to a global network of some 29,000 medical experts delivering over two million medical opinion and case management services annually across over 50 specialties.”
Beevors says that when appointing the MedHealth Group as the preferred provider of these customer supports, MLC Life was “…impressed with their scalability and innovation, as well as their secure, onshore digital services and deep experience across the Australian healthcare environment.”
He adds that customers and partners can expect to see no change to access criteria, nor disruptions to the services they access now.
Click here for the new Vivo Virtual Care Portal.
The issue with these additional services is that they don’t form part of the insurance contract, so while it may appear to be beneficial as a service for some clients when you recommend them, we don’t know how long it’ll actually be made available. Let’s look at AIA as a prime example, where they stripped out their Medix affiliation despite pushing it as an additioanl service for policyholders.
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