TAL, AMP focus on claimant recovery


By Megan Tran

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Life insurer TAL has launched an education course aimed at helping financial advisers better understand insurer product definitions and underwriting in relation to cancer.

The course is presented by TAL’s health services team and focuses on understanding the staging, diagnosis, prognosis and treatment of cancer, as well as the medical terminology.

TAL general manager for health services Sally Phillips said the course was developed as part of the insurer’s health strategy, given cancer was TAL’s largest claim category.

“Cancer costs Australia more than $4.8 billion per year in direct health system costs,” Phillips said.

She said TAL wanted to lead the industry in understanding medical conditions and one way to achieve that was by equipping adviser partners with the resources to get the best outcomes for clients.

“This course aims to upskill advisers on the specifics of the medical condition so they can help clients choose the right insurance cover for their situation and lifestyles at underwriting time and best support clients if they need to claim,” she said.

Advisers had noted learning more about the different types of cancer would enable them to talk to insurers with more authority when client claims arose, she said.

The one-hour webinar carries one continuing professional development point accredited through the Association of Financial Advisers and the FPA.

AMP is also driving its efforts to re-engage insurance customers with their treatment plans by launching a communications skills program focused on motivational interviewing techniques.

The program, which draws extensively on emotive interviewing skills, allows the insurer’s case managers to demonstrate their empathy towards claimants more effectively, and has resulted in a 34 per cent increase in customers re-engaging with their treatment plans.

AMP insurance group executive Megan Beer said the company was helping more people get on track following illness or injury where they previously might not have engaged in rehabilitation plans.

The program helps case managers identify a customer’s capacity for recovery and these insights are turned into bespoke case management strategies for customers.

“This program builds on the work we started several years ago to transform how we manage the claims process, making it less complex and more personal and focused on providing expert help,” Beer said.

“We understand that as an insurer we show up in our customers’ lives when they are at their most vulnerable and our role is about more than just paying a claim; it’s about being there to support our customers to live a healthy life in the long term.”

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