A Best Practice Framework for the Management of Psychological Claims
Making an insurance claim can be a confusing experience, during an often distressing time in someone’s life. When managed well the claims process will provide a pillar of support to the person on claim during their time of greatest need. However, if managed poorly, the claims process may impact a person on claim’s ongoing psychological recovery resulting in poor outcomes for both the person making the claim and the Insurer tasked with supporting them.
In partnership with the Australian and International Life Insurance industry SuperFriend has created a world-first Framework for the Group Insurance and broader Personal Injury Sectors to manage mental health claims using best practice.
The resources provide a roadmap of practical recommendations to improve the psychological and financial outcomes for the person on claim and the insurer. The first two Actions Areas are available below and the remaining six will be released one by one as they are developed.
TAKING ACTION’S eight Action Area guidelines
- Developing the Management Practices for Psychological Claims (available below)
- Optimising Claims Management Teams (available below)
- Bringing Evidence to Treatment and Rehabilitation
- Effective Decision Making Supported By Analytics and Automation
- Tailored Support for the Person on Claim
- Transforming Product Design
- Engaging Employers in Stay at Work/Return to Work (available below)
- Recording Progress
TAKING ACTION Resources
More detail about each resource can be found below. You can download or order hard copies of the resources in the form at the bottom of the screen.
|Action Area 7: Engaging Employers in Stay at Work/Return to Work NEW
Action Area 7 is the result of extensive research and consultation by SuperFriend with stakeholders across the disability insurance sector, including life insurers, workers compensation regulators, rehabilitation providers, medical practitioners and reinsurers, as well as employers, industry bodies, and respected researchers in the field. The guide highlights how staying at work has been proven to positively impact injury or illness recovery and increase speed of recovery. Please complete the form at the bottom of the page to receive a copy of this resource.
|TAKING ACTION – A Best Practice Framework for the Management of Psychological Claims
A roadmap of practical recommendations to improve the psychological and financial outcomes for the person on claim and the insurer.
|TAKING ACTION – Evidence Review
This review of evidence and examples of innovation conducted informed the development of the TAKING ACTION Framework and is referenced throughout the Framework and Action Area Guides. Hard copies of this document are not available but soft copies can be requested below.
|Action Area 1: Developing the Management Practices for Psychological Claims
Action Area 1 provides practical advice on how better practice in psychological claims management can be achieved through Developing the Management Practices for Psychological Claims.
|Action Area 2: Optimising Claims Management Teams
This is the second in a series of eight user-friendly guides that will expand on the Action Areas defined in the TAKING ACTION Framework. The aim of this guide is to provide practical advice on how better practice in psychological claims management can be achieved through Optimising Claims Management Teams.
Watch SuperFriend’s CEO talk about best practice management of mental health related insurance claims
Margo Lydon at the Actuaries Institute’s 2016 Financial Services Forum (Plenary 5 speaker: Societal Changes)