Claims excellence is understanding that every claim is as unique as the person making it
It’s about not having a one-size-fits-all approach. And, it's about making our processes as efficient as possible so we significantly reduce the time lost or extra cost to the fund, the employer and the member.
Put simply, we assess each case individually and look for ways to pay the claim promptly, not avoid it.
How do we ensure claims excellence?
We incorporate best practice occupational rehabilitation, and commence immediate screening and triage to ensure each member gets the right type of attention, faster.
eClaims – an online claims lodgement solution
An online tool to simplify and streamline the claim lodgement process for Funds and their members to:
- automate the follow up process,
- tailor requirements, and
- provide a lodgement functionality for all parties.
By eliminating many of the manual processes we will be able to assess claims more promptly.
Occupational rehabilitation – changing the way we approach claims
We believe that assisting a claimant back to work is both good medicine and a win for everyone involved1.
Our experience has shown that a holistic assessment that takes into account an individual’s social situation, psychological factors and other health conditions often provides the most successful outcome. Including the insured, the doctor and the employer at just the right time in our assessment ensures that we draw on best practice to achieve success.
Raising the bar for claims across the industry
We recently commissioned a study with renowned personal injury management and rehabilitation expert Petrina Casey. The research identified a Best Practice Framework for occupational rehabilitation services in the life insurance industry.
The Best Practice Framework outlines six principles:
- Work is good for health and business
- Early screening: part of a strategic claims management process
- Claimants are supported and empowered
- Support the right intervention at the right time
- Communicate, collaborate and educate effectively
- Focus on outcomes
The reality is that work is good for our health. The opportunity now exists for our superfund partners and Australian companies to play a leading role in helping employees get back to work following illness or injury at the right time and with the right assistance.
For more information on how you can benefit from implementing claims excellence, contact us on (02) 8220 8635.
1 Where the health condition permits
Copyright © 2015 AIA Australia Limited (ABN 79 004 837 861 AFSL 230043). All rights reserved.
This information is intended for attendees of the CMSF Conference and Investment Magazine subscribers only and is not for wider distribution. This information is current as at March 2015 and is subject to change. This provides general information only, and is not intended as financial or other advice.
See how we worked with Venessa to assist her recovery and return to work |
Returning to work: New industry standards for occupational rehabilitation New research from AIA Australia into the Principles for Best Practice in Occupational Rehabilitation. |
