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At MLC Life Insurance, we understand the importance of providing your members with the best possible support during challenging times. With a 95.8% claims acceptance rate* and over $1.1 billion paid to our members in 2023 alone, we’re proud of our commitment to enhancing the claims experience. We’re continuously innovating to ensure that your members receive faster, more transparent, and efficient service. Our TPD Express service has reduced claim assessment times by 84%, helping your most vulnerable members get the support they need more quickly.

By integrating AI-powered claims management tools and award-winning wellness and recovery programs, we’re not just processing claims - we’re helping members return to a healthier life, sooner.

Recognised for our commitment to excellence

We’re honoured to have been recognised at the 2024 ALUCA Life Insurance Excellence Awards, with four awards, including Claims Team of the Year for the second consecutive year. These awards reflect our ongoing dedication to enhancing the claims experience we aim to provide your members.

• Claims Team of the Year Award – Retail and Group Claims Management Team
• Customer Service Team of the Year Award – Retail and Group Mental Health Claims Team
• Partnership Impact Team of the Year Award – Recovery and Wellness
• Life Insurance Excellence Leadership Award – Darren Leonard, Northern Underwriting Manager NSW/QLD

We view these awards as a reflection of the trust members place in us and our continuous efforts to always deliver the best possible outcomes for members.

A tailored claims experience

TPD Express is example of how we tailor services to meet the needs of your members. By simplifying the process, we’ve reduced the average decision time on Total Permanent Disability Cover claims to just 17 days, an 84% reduction. This ensures that members facing some of the most challenging conditions receive support faster, allowing them to focus on recovery instead of paperwork.

Right support, right time

Using our Income Protection Analytics Model, we can accurately forecast claim durations, ensuring your members receive the right support when they need it most. This approach, which earned us the 2024 Claims Team of the Year Award, has significantly reduced the time from notification to rehabilitation referral, helping members return to their everyday lives more quickly.

Supporting mental health

Mental health support is a critical aspect of our claims offering. Through our Vivo Empower service, we connect members with experienced allied health professionals, providing tailored support early. We’re grateful that this holistic approach was recognised at the ALUCA Awards.