15 Mar 2016

Reassuring our insurance customers

MLC today announced that it will start a process to review denied disputed claims practices going back to 1 January 2014, with a particular focus on critical illness, including heart attacks.

Andrew Hagger, Group Executive NAB Wealth, and CEO, MLC said this is the right thing to do to provide certainty to our customers.

“We are confident that we have the right claims processes in place. Providing contemporary life insurance cover to our customers with a claims process that is as simple and empathetic as possible is our priority,” Mr Hagger said.

“However, we believe it is the right thing for leading insurers to do to provide customers and advisers certainty about their claims processes. That’s why, today, we have announced that we will start a process to review denied disputed claims practices over the last two years, with a particular focus on critical illness, including heart attacks.

Mr Hagger explained that in developing this process, we will ensure it has the right levels of assurance and independence in place. MLC will be working with independent Customer Advocate, Professor Dimity Kingsford Smith, on the implementation of the review process to ensure we keep the interests of our customers at the centre of our work.

“We believe our claims processes are industry leading. We consciously employ health professionals like doctors, nurses, physiotherapists and psychologists in our client-facing claims teams to improve the customer claims experience, pay claims and help customers return to work.

“And, over recent years, we have continuously improved our claims processes – including reducing the case load in our claims teams by around 30% so our people can help customers more. We want customers to spend more time focusing on getting well, and less time filling in forms for us.”

Customer who have a disputed claim that they would like to talk to MLC about can contact the Claims team on 1300 1 CLAIM (1 300 125 246).

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