Exceptional experiences

At MLC Life Insurance, our ambition to be Australia’s leading and most trusted life insurer is exemplified through our industry-leading claims experience. We are dedicated to setting the benchmark in life insurance claims management. Our promise to your members is unwavering: we are here for them when they need us most. Our claims teams, composed of highly skilled professionals, bring compassion and expertise to every case, ensuring that support is provided with the utmost care during challenging times. We strive 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.

Our Claims Philosophy

We understand that making a claim is usually at a time of uncertainty and instability for your members. Our Claims Philosophy is to support members through their time of need in an efficient, honest, and fair manner.

Our claims teams are empowered and have the experience, training, and qualifications to make the right decisions in a timely, consistent, professional, and empathetic manner.

We recognise that every member and their claim circumstances are unique, and we will support them by making the claim experience as simple and respectful as possible. We commit to:

Simple, efficient, and transparent claims processes and communications

Members will always know what we’re doing and what is required from them, ensuring clarity and ease throughout their claim journey.

A team of experts

Our skilled, highly-trained, and compassionate claims team are committed to delivering personalised support throughout every step of the claims process. This combination of expertise and compassion ensures that our members feel supported and confident their needs are always being prioritsed.

Employing fairness with respect to the intent of policy wording

In the event of any ambiguity, we will apply a common-sense approach regarding policy wording taking into consideration what the policy was intended to cover.

Helping members achieve maximum recovery

Engaging in open and honest dialogue to help our members achieve maximum recovery. We focus on early intervention and undertake a holistic approach to case management.

Clear complaint policy with easy dispute resolution

Our policies and procedures are clearly documented to ensure compliance, with easy access to our internal dispute resolution process for prompt and straightforward solutions.

Our ‘Here For You’ philosophy

Through the adoption of our ‘Here For You’ philosophy, our people have turned these goals into action, delivering exceptional experiences and outcomes for members.

We paid over $1.1 billion in claims

to our customers, providing a helping hand when they needed it the most¹.

With a claims acceptance rate² of 95.8%

We’re continuously innovating to ensure members receive faster, more transparent, and efficient service.

Our case load per claims consultant is among the lowest

in the industry and all our consultants are based in Australia.

We have over 250 employees

directly helping our customers and their families with their claims.

Personalised claims experience

Your members are at the heart of everything we do. When it’s time to make a claim, your members have the tools they need right at their fingertips. Our omnichannel claims lodgement experience allows members to submit their claim through the method that best suits their circumstances, with access to a range of support measures throughout the process.

Our industry-leading claims processing and acceptance is enabled by:

Omnichannel claims experience

We make it easy for members to lodge a claim using the channel that best suits them - online, by phone or on paper.

Process innovation

We use automation coupled with our Express Service model to accelerate decisioning and payment.

Artificial intelligence

AI moulds the claims experiene to each member's need. Call analysis, for example, identifies valnerable members so we can provide additional compassionate care.

External data

We use external data sources, such as the Australian Death Notification Service, to speed up claim payments.

Personalisation

We use member data to tailor the claim journey and don't ask members for information their fund already has.

Award-winning claims and customer service

Recognised in the 2024 ALUCA Life Insurance Excellence Awards, MLC Life Insurance took out the top spots for Australia’s best claims experience: Claims Team of the Year and Customer Service Team of the Year.