SuperFriend unveils best practice framework for mental illness claims management

Margo Lydon

SuperFriend, a not for profit mental health foundation formed by Industry Super Funds and their Insurers, yesterday released an Australian-first, evidence-based best practice framework to help Super funds, and their Group insurance partners, better manage psychological insurance claims.

TAKING ACTION: A Best Practice Framework for the Management of Psychological Claims, is the result of an extensive research and consultation process led by SuperFriend in collaboration with more than sixty representatives of the Group Life insurance and superannuation industry as well as the Superannuation Complaints Tribunal, the National Mental Health Commission and respected researchers in this field.

A ground breaking study by SuperFriend unveiled in 2014 – the Super Mental Illness National Data (SuperMIND) Project – showed that claims attributed to mental illness and suicide represent approximately 10% of all insurance claims within superannuation.

SuperFriend Chief Executive Officer Margo Lydon, said the TAKING ACTION framework is designed to give clear guidance around providing better support to people who are either experiencing or are at risk of developing psychological problems while on claim.

“Psychological claims are generally one of the most complicated and costly types of claims for the insurance sector. With the release of this framework, we are arming the industry with integrated, practical, actionable steps that will support them to deliver a better claims experience for members,” Ms Lydon said.

To help guide the industry in improving their claims management, TAKING ACTION incorporated eight inter-linked Action Areas; he first of which was also launched today called Developing the Management Practices for Psychological Claims. Successive Action Area Guides will be released over time, and will address a range of areas including technology, product design and engaging employers in stay at work/return to work.

“The eight key Action Areas are designed as the ‘how to implement’ guides for the industry. However, it’s important to say that the TAKING ACTION framework is not about a complete transformation process to be implemented exactly as suggested. These are evidence based recommendations for organisations to adopt according to their needs, their capabilities and their readiness for change,” Ms Lydon said.