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A healthier life is a happier life

We aim to set the benchmark in life insurance claims management. So our promise to your members is unwavering.  We are here for them when they need us most, helping them lead happier, healthier lives.

Our claims teams, composed of skilled professionals, bring compassion and expertise to every case, ensuring that support is provided with the utmost care during challenging times. We work to deliver exceptional value and superior claims experiences for both our partners and their members, reinforcing our position as a trusted leader in the industry.

 As an MLC Life Insurance partner your members will have access to:

• Early intervention care for better health outcomes
• Fast, personalised claims experience
• Industry-first AI-powered mental health coaching
• Tailored health & wellness programs by Vivo

Transforming mental health claims with Empower

In partnership with allied health practitioner IPAR, our claims team have established the Empower program, a face-to-face service designed to support customers lodging a mental health claim. 

We have eliminated the paperwork during the initial claim stage and instead provide early support from expert allied health practitioners who facilitate medical case conferences and recovery plans. Since its implementation, we’ve expedited mental health claim decisions, delivering outcomes to members within 15 days on average. 

Right support, right time

Our Income Protection (IP) Analytics Model has revolutionised how we manage our claims. By predicting the likely duration of a claim from the moment it’s lodged, we can offer timely, personalised support when a member needs it most throughout the claims journey.

This has significantly reduced the average time from claim notification to rehabilitation referral from 5.4 months to 3.8 months.  

A smoother TPD claims experience

We have simplified the TPD claims process by introducing TPD Express, enabling our teams to accelerate assessment for the most severely disabled members. This service has reduced the average decision time by up to 84%, ensuring members facing challenging conditions receive support faster.  

AI-powered mental wellbeing support 

We are the first Australian life insurer to offer members AI-guided mental health support through our Wysa Assure app, part of our Vivo health and wellness program.

Developed in partnership with Swiss Re and Wysa, this app offers instant, judgment-free assistance, helping customers navigate life’s challenges more effectively. The app's format provides a valuable solution for those who find engaging in traditional, face-to-face interactions challenging. It’s just another way we help your members become healthier and happier. 

Tailored wellness and recovery support

All MLC Life Insurance members enjoy no-cost access to Vivo – our suite of award-winning mental health, wellness and recovery programs.

Whether getting into shape, receiving specialist medical rehabilitation, or mental health counselling, Vivo can provide personalised care and support when and how they need it most.