200 OnePath staff to receive specialised mental health training


OnePath is providing specialised mental health and wellness training to its claims team.

OnePath has announced it is providing specialised mental health and wellness training to its claims team, developing the skills needed to meet the increasing number of insurance claims based on mental health and wellness issues.

By the end of the month, about 200 staff members will have completed 20 different mental health and wellness training sessions, including the OnePath claims team, managers in underwriting and customer-service teams.

National mental health organisation SuperFriend is providing evidence-based practical training to improve participants’ understanding and awareness of mental illness and health.

OnePath head of mental health and wellness Maria Falas said the training aligns OnePath’s goal of becoming the leading insurer for mental health and wellness solutions.

“SuperFriend’s mental health and wellness training offers the opportunity to build on our strong skills base, allowing our team to process mental health claims fairly and efficiently while also taking an empathetic and individualised approach.”

Demand for OnePath’s mental health programs is expected to continue increasing during 2019 as advisers and clients become more aware of the support available.

On average, OnePath services 20 mental health claims a month, with expectations this could double once the new initiatives are implemented. To date, claimants use the CaseWorks and doctor-to-doctor programs the most.

Falas said OnePath’s specialised mental health claims team was critical to delivering on OnePath’s commitment to meet customer’s needs and expectations.

“Mental health claims come with added sensitivities. We want to give our customers full confidence that OnePath staff understand this and have the capabilities to deliver exceptional service.”

Adding to its mental health initiatives, OnePath recently announced its partnership with SuperCharged Food author Lee Holmes. OnePath will work with Lee Holmes over the next 12 months to spread awareness and education about the important connection between gut health and mental health.

OnePath’s mental health and general wellness programs include:

  • General health coaching – OneCare customers with a high body-mass index or cholesterol/blood-pressure problem may reduce their loading with the help of a health coach,
  • CaseWorks early engagement program – mental health claimants can get help from a nurse to fill in their claim application, providing them with a more personal service in the comfort of their own homes,
  • Doctor-to-doctor interactions – OnePath facilitates doctor-to-doctor case management, providing a centralised service with a customer’s treating doctor to help the customer regain their health sooner,
  • Mental-health coaching – Customers lodging income-protection claims relating to depression or anxiety are offered a Remedy Healthcare MindStep™ program, which is a complimentary phone-based support program tailored to the individual.

OnePath continues to build on its strong track record in claims, winning the Claims Award at the Association of Financial Advisers Life Company of the year awards

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