TAL is working with researchers to give Australians making mental health income protection claims more control and clarity over their recovery.
Partnering with the insurer are the University of Sydney’s Central Clinical School, recovery provider Workcom, and the Digital Health Cooperative Research Centre (DHCRC).
The university’s Pathways project will co-design tools with claimants and frontline teams to assist with goal-setting, navigation, and engagement throughout the claims process.
Georgina Croft, Chief Claims Officer at TAL, said Pathways delivers on the insurer’s commitment to collaborate with industry experts on initiatives that make a difference for its customers.
“We support customers during some of life’s most difficult challenges. We want to help them feel more connected and supported throughout their claim and recovery.
“Pathways will give our customers more clarity and control over the recovery journey, and provide their claim support team with better information on how and when to support them.”
Annette Schmiede, DHCRC CEO, said the rising prevalence and complexity of mental health claims underscores the need for improved support.
“The prevalence of mental illness in the community is reflected in income protection claims, with life insurers seeing more – and more complex – claims than ever before,” she said.
The Pathways project is funded through DHCRC under the Australian Commonwealth’s Cooperative Research Centres Program and represents a collaborative effort to strengthen mental health recovery within the insurance claims process.
