MLC Life Insurance Wins Claims Team of the Year Back-to-Back

MLC Life Insurance was recognised at the 2024 Australian Life Underwriting and Claims Association (ALUCA) Life Insurance Excellence Awards in Sydney, taking home four awards, including back-to-back wins for Claims Team of the Year.

Award Highlights

The Claims Team of the Year award was earned for MLC Life Insurance’s Income Protection Analytics Model, which enhances customer and partner experiences by accurately forecasting claim durations and ensuring timely support. “This groundbreaking tool empowers our people by harnessing advanced data analysis techniques to improve our claims process and the total customer and partner experience,” said Andrew Beevors, Chief Claims Officer for MLC Life Insurance.

The Customer Service Team of the Year award recognised MLC Life Insurance’s claim lodgement support program, designed to assist customers with mental health conditions through a simplified process and early allied health support. “With 100% of customers saying they felt supported by our claim lodgement support system, it’s welcome recognition for our teams that are dedicated to delivering our best-in-claims experience because we know that making a claim is when our promise for life matters most to our customers,” Beevors added.

The Partnership Impact Award highlights MLC Life Insurance’s collaboration with Wysa and Swiss Re, which offers a digital mental health app with an AI chatbot and holistic wellness tools integrated into their Vivo health and wellness offering. “Featuring regular check-ins, bespoke assessments, and a library of self-care tools built by experts, the app seamlessly integrates into our award-winning Vivo health, wellness, and recovery support network,” said Beevors.

The Life Insurance Excellence Leadership Award went to Darren Leonard for his dedication and expertise. “Operational excellence means putting customers at the centre of our business, and recognising our people through these awards is crucial,” said Jane Murray, Chief Operating Officer for MLC Life Insurance.

The recognition received at this year’s ALUCA awards underscores MLC Life Insurance’s dedication to supporting clients during challenging times. By investing in innovative tools and customer-centric programs, they simplify the claims process and provide exceptional service. These four awards highlight MLC Life Insurance’s commitment to excellence and innovation in the industry.