The support reduces barriers to making claims, stress for the claimant and time to decision.

ANZ’s OnePath has extended support for retail clients making a mental health claim through their total and permanent disability (TPD) insurance.

The service, provided by CaseWorks Australia, makes the claims process simpler and more personalised, with a qualified nurse helping claimants fill in their form at home. This support reduces barriers to making claims, stress for the claimant and time to decision.

Mental health issues currently account for about 20 per cent of OnePath’s TPD claims – the second-highest reason for making a claim.

ANZ’s Head of Mental Health and Wellness, Life Insurance Maria Falas said customer satisfaction had grown since the introduction of the CaseWorks support for OnePath’s income protection clients in June 2017.

“Customer feedback demonstrates the value and benefits of giving our clients access to additional expert support to help them fill in their mental health claim forms.

“Our clients have told us this service has led to improved peace of mind, reduced anxiety, greater transparency and a feeling of confidence that it is being done correctly,” she said.

According to Mindframe*, mental illness is the third leading cause of disability in Australia.

Ms Falas said extending mental health support to OnePath’s TPD clients was important given the predicted growth in mental illness cases across Australia.

“Statistics show that mental illness is a significant cause of claims under disability insurance,” she said.
“It is important that those in the position of protecting people’s lives and financial wellbeing make changes now to ensure customers can receive the protection they need, when they need it.”

*Mindframe is a national media initiative funded by the Australian government under the National Suicide Prevention Program.

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