Our Life Insurance
Claims Approach.
Being there when you need us most
No one wants to have to claim on their life insurance, but if you do, you want to know that your
insurer is going to make the situation better and not worse.
Claiming on a life insurance policy inevitably means that something unexpected and unfortunate has
occurred. Regardless of whether that is the death of a loved one or an accident that is preventing you
from working it is likely to be a highly emotional time and generally one you haven’t had to navigate
before. It’s critical that you can rely on a team who can get you through it.
A personalised, straightforward
claims philosophy.
When we founded Integrity, we did so with a clear and simple mission to help people when they need
help most and there is no time when you will need help more than at claim time.
To guide our systems and processes we have a simple and straight forward claims philosophy. We
treat all people who lodge a claim the way we would want to be treated if we were in their place. In
part, that’s because many of us have been there, so it’s not just a job for us.
When something happens and you need to lodge a claim we will:
Get to know you, understand your needs holistically, and treat you with fairness, care and respect at all times.
Personalise the experience so it’s as straightforward as possible. For example, we pay income Insurance benefits on the day that suits you. Plus, there won’t be any forms, we’ll capture only the information that we absolutely need over the phone and clients have direct access and contact information for their dedicated claims specialist.
Assess your claim fairly, be transparent and keep you proactively informed based on Adviser/Employer and client preferences for frequency and method.
Support you to set goals and then collaborate with you and your health network to set out an action plan to achieve the best possible outcome for you.
Connect you to support services and resources that can help you and your family adjust.
Always ask ourselves if there is a better way to provide support. Our resourcing model means dedicated claims specialists have the time and resources to focus on what matters – our clients.
We’ve removed the painful paperwork.
There are many elements to how we work to minimise friction in the claim process,
but a key example is our elimination of claim forms.
We’ve eliminated claim forms for almost all claims and replaced them with a tele-claim
process that allows us to collect the information we need for a claim quickly and with less
follow ups for additional information. We’ve even extended this to generating fully
personalised treating doctors report questionnaires so that a busy doctor can provide
information on a claim without having to wade through pages of questions.
We’re in the business of paying claims.
At Integrity we believe that paying claims is our reason for existence as a business. Each claim is
treated not as a financial liability but as a person who needs support through a difficult time, and an
opportunity to demonstrate why we are in business.
Early intervention = better outcomes – for everyone
We believe that the sooner you can support someone the better their outcomes will be. So not only have we cut all the red tape out of claims we’re also equipped to offer a wide range of support from the get-go. Here’s how we do it.
Pre-claim
Briefing:
The client is guided through the overall process including all information that is relevant to the claim.
Triage:
We’ll then assess rehabilitation and support service needs and compile a recommendation of available services and resources.
During-claim
Community of support:
Once it’s has been identified that client needs rehabilitation, we’ll draw on our panel of specialised rehabilitation services to find the right combination of services to suit the clients’ location, support required, and client preferences.
Designing a rehab program:
Working with the client and their medical team, our
provider will design the most optimal rehabilitation
plan that takes into account everything from type of
injury or illness through to their personal psychology
and personality. We know that treatment is most
successful when the client is fully engaged and
have a manageable program.
On-going optimisation
and communication:
We’ll stand by our clients as they undertake rehabilitation both to monitor, provide support and optimise as necessary. We’ll be there as they achieve their goals, hit milestones, and to cheer them on. Once the plan is complete the client will have adjusted to their ‘new normal’ or successfully returned to work.
Life Insurance Code of Practice
Integrity is a subscriber to the Life Insurance Code of Practice (Code). This means that (at a minimum) we will comply with all our obligations as outlined within the Code as we interact with you. For more information, please refer to the Life Insurance Code of Practice.
