Claims & Underwriting Management Guidelines
Recent public education campaigns have encouraged people who have experienced a mental health condition to seek help, treatment and take control of their condition.
These two papers outlines a case management model that stakeholders in industry superannuation and group life insurance may choose to implement when considering proactive assessment methodologies for mental illness claims. These guidelines have been developed by the participating insurers of SuperFriend – Industry Funds Forum Mental Health Foundation, with the support of mental health organisations.
Acknowledging that industry superannuation funds offer default levels of insurance cover to members, stakeholders of SuperFriend expressed desire to improve the current systems and processes available for managing mental illness claims.
Mental health professionals have reported that people with mental illness may have negative experiences with service providers during the management of their illness. This can stem from a range of processes, including initial diagnosis, the health care system, employment and insurance. Unsurprisingly, these experiences may impact on how a member relates to and engages with the claims process. This strengthens SuperFriend’s recommendation for a case management model, where the quality of the engagement and the member experience of the process is a priority.
These guidelines aim to extend the excellent work done in other areas of the life insurance industry to the members of industry funds, who are one of the largest groups in the financial services arena.
Industry Members are bound to comply with all applicable law including the Trade Practices Act (Cth). These guidelines are not intended to contravene any such law or to create an obligation that they be followed.
SuperFriend Mental Illness Claims Management Guidelines
Click here to download
Mental Illness Underwriting Claims Management Guidelines
Click here to download
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