Specialist claims management group, AFRM Claims Advocacy (ACA) has thrown its support behind calls for life insurers to be allowed to fund rehabilitation services, claiming it will improve consumer trust in the sector.
The group was responding to recently released research from the FSC which found more than 10,000 people would benefit each year from life insurers being able to provide funding for medical treatments and rehabilitation services not covered by private health insurance (see: Life Insurer Funded Treatments Would Benefit Thousands).
ACA Chief Executive, Bruno Muraca said his company fully supported the FSC position and called on a Parliamentary Joint Committee (PJC) examining the issue to recognise the ‘extremely strong case’ outlined in the research.
Muraca said, in making its decision, the PJC had to consider the perception of a trust gap between claimants and insurers and this could be overcome by allowing independent third-parties to represent the needs of claimants.
“An option that should be considered is one in which appropriately skilled independent advocates are appointed to work with claimants and insurers to co-develop a suitable rehabilitation plan for the client,” Muraca said.
He added the inclusion of an independent third party supporting insurers and claimants through the claims and rehabilitation process would place credible checks and balances to allow life insurers to provide rehabilitation payments where required.
A public hearing before the Committee, which has received 20 submissions on the matter, took place on 19 June and final report is expected by 20 September 2018.
What would increase trust in the industry is thorough, comprehensive underwriting with full medical history access. That way cover is provided on precise terms based on the risk presented, with no surprises for both insured and insurer at claim time.
Additional time taken to underwrite a case is offset by the reduced time to pay at claim – when clients are needing, relying and waiting on the insurance. Contrary to application, where the premium is better off in the customers pocket until the cover is accepted and put in place.
Life Co’s know this but unfortunately, consumer trust is not yet important enough to disrupt the apple cart and turn the Claims/UW process on its head. So long as we demand less questions, more straight through applications and less underwriting; trust, sales and the market will continue to deteriorate.
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