Fast. Efficient. Fair.

MLC Life Insurance’s industry-leading Fast Track Claims service makes Life simpler, reducing the average time to finalise select retail claims to under four days.

The Fast Track Claims service is one of several innovative services MLC Life Insurance offers to simplify claims, allowing customers to focus on their recovery and return to health.

The service specialises in short-duration claims for customers who have returned to work or are expected to within three months.

Simplifying claims for faster outcomes

MLC Life Insurance introduced the Fast Track Claims service to remove the administrative burden on customers by replacing the lengthy initial claims form and treating doctor’s reports with select medical documents.

When an eligible customer calls to lodge their claim, the MLC Life Insurance claims team automatically directs them to the Fast Track Claims service and assigns a consultant to their case. Within 24 hours, that consultant contacts the customer to discuss the documents required to proceed with the claim.

Once the consultant receives those documents, they complete the assessment and update the customer – with the average time from lodgement to finalisation currently sitting at 3.7 calendar days.

Since July 2022, the Fast Track Claims team has helped over 200 customers through our straight through processing initiative and paid out over $3 million in benefits, exceeding the industry standard for short-duration claims.

The company hopes to help more customers through the Fast Track Claims service and is already piloting the expansion of the service to other suitable benefit types, such as Total and Permanent Disability, where the condition is severe or terminal.

Melissa Sadik, Lead Claims Case Consultant, said this service stemmed from an internal desire to challenge established norms about claims processing.

“Understanding the cause of a claim in that initial interaction means that we can weed out excessive requirements and focus only on what we need, enabling us to offer a much more efficient and positive experience for our customers – many of whom are going through a difficult time.”

Having won Claims Team of the Year in 2023 at the Australian Life Underwriting and Claims Association (ALUCA) Life Insurance Excellence Awards for its Fast Track Claims service, MLC Life Insurance this year went back-to-back for the highly coveted award, winning the 2024 accolade for its Income Protection Analytics Model. The innovative model improves customer and partner experience by accurately forecasting claim durations from lodgement, allowing the team to ensure it’s providing the proper support at the right time and assisting customers through every step of their claims journey.

Find out more about MLC Life Insurance’s 2024 ALUCA award wins, underlining its investment in underwriting and claims innovation.