MLC Life and Insignia launch digital claims service

Major life insurer, MLC Life is partnering with Insignia Financial (IOOF) to launch a new digital claims service aimed at addressing superannuation fund member needs with respect to lodging and tracking insurance claims.

The new product will be available to members of MLC MasterKey and Plum Super insured by MLC Life.

Under the new service, members will be able to lodge their claim digitally through an integrated online platform, LifeView, removing the need to complete and post paper forms and documents.

Commenting on the new digital approach, Insignia Financial general manager, Master Trust & Insurance Products, Sam Wall said the digital experience represented a leap forward for members in how they made a claim.

“We know that when members get in contact with us to make a claim, they will likely be going through a very stressful time in their life. This is why we want our claims process to be simple, transparent and enable members to easily access the level of support that is right for them.

“Through our new digital claims experience that we have co-developed with MLC Life Insurance, we are giving members greater control and visibility over their claim.,” Wall said.  “Easier claim lodgement means it will be in front of an assessor to review sooner.”

Under the arrangement, MLC MasterKey and Plum Super members can lodge a claim via LifeView using their smartphone, tablet or computer, and are guided through the process from start to finish; including uploading documents to support their claim, such as a doctor’s medical report, or accessing complimentary wellness and recovery support programs. Once complete, an assessor from MLC Life Insurance will call the member to finalise the claim and the member can continue to track the progress via LifeView.

MLC Life’s chief clams’ officer, Andrew Beevors said the new digital claims experience was integrated with the company’s claims management and policy administration system, which meant it could provide real-time updates to members and the fund themselves.