Andrew Beevors

Acenda has launched Vivo Companion, an industry-first app that will support Australians on their wellness and recovery journey.

Andrew Beevors, Chief Claims and Transformation Officer, said the purpose-built app offered a seamless, digital first experience for customers as they recover from injury or illness.

“Active participation in recovery has been shown to support faster, more complete recoveries and a smoother return to everyday life and work,” he said.

“Vivo Companion digitises the recovery experience and puts practical tools and support in customers’ pockets. It enables them to set, manage and track personalised recovery goals, augmented by general wellness support including nutrition, physical activity and sleep.”

Customers can measure their health with a real-time, scientifically calculated health score enabling a longer lasting return to health journey. Tracking workouts and activities can boost their health score and the app can connect and sync with popular health fitness devices including Fitbit and Garmin.

It also has a personalised health coach that offers suggestions and prompts to improve the recovery journey. Linking seamlessly with Vivo Virtual Care Services, customers can also enter giveaways and competitions for their chance to win prizes.

“We understand that every recovery journey is different, and we aim to support customers every step of the way in their recovery and return to good health,” Mr Beevors said.

Vivo Companion has been developed in partnership with dacadoo, an internationally recognised leader in digital health engagement.

“This is the first time dacadoo have used this platform for recovery support. This innovative partnership reinforces our commitment to delivering the best customer experience especially when it comes to customer care,” Mr Beevors said.

Peter Ohnemus, CEO, dacadoo, said: “The future in digital health is all about hyper-personalisation. Acenda is a clear leader in this space, utilising dacadoo to accelerate and tailor customer recovery by using dacadoo’s Digital Health Engagement Platform.”

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Acenda was a finalist in nine of the 10 award categories and won the Leadership Award, Claims Team Award, Customer Service Team Award and Partnership Impact Team Award.

Mary Magallanes, General Manager Claims Management for Acenda, was awarded the prestigious Leadership Award, recognising her outstanding contribution to life insurance and commitment to customer focused innovation.

Acenda received the Claims Team Award for the third consecutive year for TPD Express, a new customer-first approach that’s transformed the Total and Permanent Disability claims experience.

TPD Express fast tracks claims for people with severe health conditions and has resulted in eligible claims now being paid and settled in just 17 working days, down from 105 – an 84% improvement.

Acenda won the Customer Service Team Award for KickStart, an early intervention program that provides customers with personal support and tailored rehabilitation plans within 24 hours of a referral to help them recover from illness or injury.

Andrew Beevors, Chief Claims and Transformation Officer for Acenda, said: “The ALUCA awards are extremely competitive and it’s great to see Acenda and our people recognised for delivering meaningful programs supporting outcomes for our customers and partners.

“These awards represent the end-to-end value chain of life insurance from leadership, underwriting and claims. They also reflect Acenda’s ongoing commitment to put the customer at the heart of everything we do.”

Acenda also received the Partnership Impact Team Award for its partnership with EQ Pathology. The partnership delivers Australians faster life insurance, by allowing doctors to provide medical information through smart, digital questionnaires instead of submitting PDF forms.

Jane Murray, Chief Operating Officer for Acenda, said: “It’s fantastic to see this industry-first initiative delivered by our team, recognised with this award. I congratulate all of our people for what they continue to do to put customers first.”

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• Claims Team of the Year Award – Retail and Group Claims Management Team
• Customer Service Team of the Year Award – Retail and Group Mental Health Claims Team
• Partnership Impact Team of the Year Award – Recovery and Wellness
• Life Insurance Excellence Leadership Award – Darren Leonard, Northern Underwriting Manager NSW/QLD

“The annual ALUCA awards are extremely competitive and receive a high number of exceptional entries all of which are judged by cross-industry leaders and senior life insurance professionals,” said Amanda McKernan, Chief Executive Officer for ALUCA. “We’re extremely proud of all the deserving winners, who’ve demonstrated excellence in life insurance, going over and above to achieve outstanding outcomes for their customers and partners.”

Having last year taken home Claims Team of the Year for its Fast Track Straight Through Processing Initiative, MLC Life Insurance this year went back-to-back for this highly coveted award, winning the accolade for its Income Protection Analytics Model, which improves customer and partner experience by augmenting the ability for claims teams to accurately forecast claim durations from lodgement and ensure the right support is provided at the right time, assisting customers through every step of their claims journey.

“This groundbreaking tool empowers our people by harnessing advanced data analysis techniques to improve our claims process and the total customer and partner experience,” said Andrew Beevors, Chief Claims Officer for MLC Life Insurance. “In many ways, it’s also an important litmus test for the industry as we’ve clearly shown new innovations and digital solutions can be used effectively to serve strategic goals and build customer trust by elevating their end-to-end experience.”

MLC Life also picked up the Customer Service Team of the Year Award, for its claim lodgement support program, a customer-centric process that leverages the principles of early intervention to support customers with a mental health condition who are lodging a claim by simplifying the lodgement process and offering early allied health support for its most vulnerable customers.

“With 100% of customers saying they felt supported by our claim lodgement support system, it’s welcome recognition for our teams that are dedicated to delivering our best-in-claims experience, because we know that making a claim is when our promise for life matters most to our customers,” said Andrew Beevors. “Our ‘here for you’ claims philosophy means offering a personalised, empathetic and efficient response.”

“We were also grateful to take home the Partnership Impact Award, recognising our collaboration with Wysa and Swiss Re, as the first Australian life insurer to offer our customers a world-leading digital mental health app, incorporating scores to promote holistic healthy living and improve mental wellbeing, as well as an anonymous conversational AI chatbot,” said Andrew Beevors. “Featuring regular check-ins, bespoke assessments and a library of self-care tools built by experts, the app seamlessly integrates into our award-winning Vivo health, wellness, and recovery support network.”

ALUCA also awarded the prestigious Life Insurance Excellence Leadership Award to MLC Life’s Darren Leonard, recognising his genuine care and expertise in driving strong outcomes for customers and partners.

“Operational excellence is one of the ways we put customers at the centre of our business, and investing in our people is a key part of delivering on that,” said Jane Murray, Chief Operating Officer for MLC Life Insurance, “that’s why it’s so terrific to see our people recognised through these important industry awards.”

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Andrew Beevors

MLC Life Insurance has announced a new addition to its award-winning Vivo program, the Aware questionnaire by Osara Health. This revolutionary 2-minute questionnaire is designed to encourage cancer screening and empower individuals to take control of their health, saving lives one screening at a time.

1 in 2 Australians are not meeting recommended cancer screening guidelines^[1], and MLC Life Insurance is committed to changing this statistic by giving access to the Aware questionnaire.

“We’re always looking for innovative ways to improve the total customer experience,” said Andrew Beevors, Chief Claims Officer for MLC Life Insurance, “and that’s why we’re proud to deliver this extra support, complementing our award-winning Vivo program and helping bridge the gap between awareness and action when it comes to cancer screening.”

“Developed by a team of doctors, coaches, and researchers to provide a personalised approach to cancer prevention and early detection, this cancer screening questionnaire is a quick and user-friendly tool that offers valuable insights, tips, and tricks to help customers access screening services and reduce their cancer risk.”

MLC Life Insurance has made the Aware questionnaire available through Vivo to enable customers to take proactive steps towards cancer prevention and early detection, partnering with Osara Health who share the business’s commitment to improving public health and preventing cancer.

“The Aware questionnaire represents Osara’s dedication to making healthcare more accessible, personalised, and actionable,” said Dr Raghav Murali-Ganesh, Founder and CEO of Osara Health. “The mission is to empower people with the knowledge and resources they need to prioritise their health, and the Aware questionnaire is a pivotal step towards achieving this goal.”

Taking the questionnaire is quick and simple, requiring only two minutes of a customer’s time. When finished, they receive personalised results and recommendations tailored to their unique health profile. If the questionnaire results suggest eligibility for cancer screening, customers will be seamlessly guided through the process of scheduling a free consultation with an Osara Health GP.

“We’re focused on delivering an industry-leading customer experience because we know how important our promise for life is to our customers, often at the most challenging times,” said Andrew Beevors. “Our ‘here for you’ philosophy means offering a personalised, caring and supportive response.”

MLC Life Insurance is committed to promoting cancer prevention and early detection to ensure a healthier and happier future for all Australians. Also available through Vivo is the Cancer Coach program, designed to provide the right support, guidance and care to eligible customers experiencing a cancer diagnosis.

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[1] https://www.aihw.gov.au/reports/cancer-screening/national-cancer-screening-programs-participation/contents/about

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Andrew Beevors

MLC Life Insurance has been recognised as a leader in health and wellness after taking out the top spot in Money Magazine’s 2023 Consumer Finance awards for its already award-winning Vivo health and wellness program.

MLC Life Insurance was among the first to offer a comprehensive health, wellness and recovery program for no additional cost to all its customers. Delivering this acclaimed health and wellness platform Vivo at no additional cost provides a better total customer experience, improves the time taken to return to health, and delivers better outcomes for advisers and trustees.

Andrew Beevors, Chief Claims Officer for MLC Life Insurance, thanked Money Magazine for the Health and Wellness Award, which was both an accolade and recognition for the benefits of the holistic health and wellness program.

“Most customers will never claim on their policy but will have moments in their lives where they need additional health and wellbeing support. Through Vivo, we provide one place to access everything under one proposition, from fitness consultations through to a second opinion on a medical condition from a team of experts,” Mr Beevors said.

“Vivo makes important services available at any time to customers and their immediate family members, and it can be accessed completely independent of the claim process, providing value and care throughout their journey with us.”

“This award recognises Vivo’s benefits to the health and wellness of our customers, including user activities aimed at maintaining and encouraging good physical and mental health as well as providing support to return to the best of health,” Mr Beevors said.

MLC Life Insurance say the award is testament to the business’s constant innovation and the range of offerings to customers and partners, having last week announced MLC Life Insurance was the first Australian life insurer to offer customers AI-guided mental health support in a new pilot program.

“Wysa Assure is our latest addition to Vivo, and is a world-first for life insurers, giving our customers access to new cutting-edge technology when it comes to improving mental health conditions,” Mr Beevors said.

“Our broader Vivo support networks seamlessly integrate the new AI platform’s self-care modules, which houses built-in crisis escalation pathways to human care that can be triggered during AI conversation with the user or by the user selecting the SOS feature.”

MLC Life Insurance’s Vivo Virtual Care service is also available to advisers and their practice staff and to members of funds that partner with MLC Life Insurance, supporting their everyday health and wellness, and assisting with their recovery from illness or injury throughout a claim providing a one-stop shop seamless digital customer experience.

“We’re focused on delivering an industry-leading customer experience because we know how important our promise for life is to our customers, often at the most challenging times,” Mr Beevors said. “Our ‘here for you’ philosophy means offering a personalised, caring and supportive response.”

“Overall, our purpose is to help customers better understand and manage their condition and ultimately have the confidence to return to optimal health. While we’re here to protect our customers financially, we also want to support their overall wellbeing and provide tangible solutions that make a difference. This is what we deliver through our Vivo program.”

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Andrew Beevors

MLC Life Insurance continues to improve its total customer experience, as the first Australian life insurer to offer customers AI-guided mental health support, and the first in the world to offer Wysa Assure, a new version of Wysa which includes wellbeing scores to quantify mental health status for improved monitoring.

With 1 in 2 Australians likely to face a mental health related concern in their lifetime, MLC Life Insurance has partnered with Swiss Re Reinsurance Solutions, to launch a pilot of Wysa Assure, a world-leading, AI-based mental health support app that integrates Swiss Re’s risk expertise and proprietary scoring system, to help meet the growing needs of customers.

“We’re always looking for innovative ways to improve the total customer experience,” said Andrew Beevors, Chief Claims Officer for MLC Life Insurance, “and that’s why we’re proud to be pioneers in this space and to further complement our award-winning Vivo program.”

“We’re focused on delivering an industry-leading customer experience because we know how important our promise for life is to our customers, often at the most challenging times,” said Andrew Beevors. “Our ‘here for you’ philosophy means offering a personalised, caring and supportive response.”

Central to the design of Wysa Assure is an AI chatbot, built on cognitive behavioural therapy principles, that is clinically proven to improve symptoms of depression and anxiety. The app prioritises user anonymity in compliance with data protection laws and to encourage customers to feel comfortable to open up.

Wysa Assure seamlessly integrates self-care modules and MLC Life Insurance’s broader Vivo support networks, with built-in crisis escalation pathways to human care that can be triggered during AI conversation with the user, or by the user selecting an SOS feature. This innovative approach fosters proactive mental wellbeing management and encourages early support-seeking, avoiding worsening symptoms while offering a broader approach to crisis risk mitigation.

A new report from Wysa reveals that 1 in 3 working-age Australians currently suffer from moderate to severe depression or anxiety. Worryingly, 46% of those suffering have not accessed support, due to embarrassment, perceived cost, or the inability to self-diagnose need. By offering Wysa Assure, MLC Life Insurance is avoiding these barriers to access and giving customers an alternative support mechanism.

“Wysa Assure is more than a mental health tool, it is an AI companion designed to assist anyone navigating life’s challenges, without them having to self-identify their needs or overcome stigma and come forward for help,” added Ramakant Vempati, Co-Founder and President of Wysa. “Our mission is to make mental wellness universally accessible for everyone, and this latest agreement with MLC Life Insurance brings us a step closer to achieving that goal.”

The Swiss Re Institute’s 2022 consumer survey findings1 show the growing role of insurers in enhancing customers’ mental resilience. One-third of respondents reported a decline in mental health, and 64% of individuals in emerging markets sought mental health support during this timeframe. Through the incorporation of Swiss Re’s scoring mechanism, customers are able to monitor their mental health.

“Swiss Re Reinsurance Solutions is committed to continuous improvement and delivering solutions that are truly customer-focused,” said Carl Christensen, Head Life & Health Solutions at Swiss Re Reinsurance Solutions. “Wysa Assure embodies this ethos, focusing on enhancing mental wellbeing. It delivers risk-based scoring and reporting to insurers, underscoring the profound benefits that mental health management can introduce to their businesses.”

Wysa Assure is available to existing and new MLC Life Insurance retail customers through its Vivo program. Its AI chatbot function enables users to be counselled in real time while providing recommendations for evidence-based mental health resources. Other notable features include stress-relief programs and therapeutic techniques, as well as on-demand exercises and a wellbeing score to help users maintain focus on their mental and emotional health.

Wysa Assure’s efficacy is validated through extensive research demonstrating its success in reducing symptoms of depression, anxiety, and comorbid physical health concerns, showing an average decrease of 30% in anxiety and depression-related symptoms2.

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Andrew Beevors

MLC Life Insurance is enhancing its award-winning Vivo program, by building new digital capabilities and expanding its provider network to bring more services into a ‘one-stop shop’ seamless digital customer experience.

“Vivo provides an expansive suite of services to MLC Life Insurance customers at no additional cost, supporting their everyday health and wellness, and assisting with their recovery from illness or injury throughout a claim,” said Andrew Beevors, MLC Life Insurance Chief Claims Officer.

“The Vivo Virtual Care component of our offering makes important services available at any time to customers and their immediate family members,” he said, “and it can be accessed completely independent of the claim process, providing value and care throughout their journey with us.”

The Vivo Virtual Care services and associated digital portal were previously provided by a third party, limiting MLC Life Insurance’s ability to expand and tailor the support offered to customers. MLC Life Insurance’s new self-owned and self-managed portal will enable greater opportunity to enhance the customer experience and expand the service offering using various specialist providers.

“We’re always looking for ways to equip our customers with the latest world-leading, innovative health and wellness services to make Vivo Virtual Care a powerful prevention and early intervention tool,” said Andrew Beevors, “and that’s why we’re improving the digital capability and moving to the provider arrangements that will enable us to do just that.”

MLC Life Insurance conducted an extensive tender process for arrangements to deliver the existing Fitness Consult, Nutrition Consult, Expert Medical Opinion and Mental Health Navigator, and a new service to help customers and their loved ones navigate the last stages of life and the grief that accompanies it.

“Our priority was partnering with service providers who could deliver the quality care our customers and partners have come to trust through Vivo, and who can tailor services to deliver a unique and excellent experience for our customers,” said Andrew Beevors.

Those new partnerships are centred on an improved customer experience and include new service providers like mlcoa.

“We’ve been offering expert opinions and support for mental health for many years, and we understand the need to use well-respected and credentialed specialists,” said Sam Norton, Executive General Manager of mlcoa. “An important part of this service is that our specialists tailor their approach to MLC Life Insurance’s customers.”

“They listen to any concerns and help build a customer’s health literacy, so they feel reassured and empowered to make informed choices.”

Speaking about the new partnership, Tim Morphy, CEO of the MedHealth Group and the parent company of mlcoa, added: “we’re delighted to bring all our capability to Vivo, with our Australian-based independent medical opinion provider mlcoa to be the primary interface.”

“As part of the US-based ExamWorks group of companies, we have access to a global network of some 29,000 medical experts delivering over 2 million medical opinion and case management services annually across over 50 specialties.”

“When appointing the MedHealth Group as the preferred provider of these important customer supports, we were impressed with their scalability and innovation, as well as their secure, onshore digital services and deep experience across the Australian healthcare environment,” said Andrew Beevors.

“Customers and partners can expect to see no change to access criteria, nor disruptions to the services they access now and can in fact look forward to more support and an even better experience ahead.”

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Andrew Beevors

MLC Life Insurance has launched its Vivo health, wellness and recovery service, designed to provide support to customers wanting to improve health and wellbeing throughout all their life stages.

With a strong focus on wellness and recovery, Vivo brings together all the support provided to customers insured by MLC Life Insurance under one brand, fully accessible online and offered at no additional cost.

Retail customers across all our products can access Vivo services now, while fund members will get access over the second half of 2022.

Andrew Beevors, Chief Claims Officer, MLC Life Insurance, says that offering more support to customers irrespective of whether they claim reinforces the value of life insurance protection every day.

“Most customers will never claim on their policy but will have moments in their lives where they need additional health and wellbeing support. Through Vivo, we provide one place to access everything under one proposition, from fitness consultations through to a second opinion on a medical condition from a team of experts.

“For those who do need to claim, our team of recovery and rehabilitation experts can provide targeted support services specific to their circumstances. This is particularly helpful for people experiencing cancer, mental ill-health, and pain.”

Vivo offers access to the following services to customers:

• support for mental health, cancer and pain (Vivo Specialist Care)
• assistance to get back on track after illness or injury (Vivo Recovery)
• help to improve wellness and overall health (Vivo Wellness); and
• access to medical resources (Vivo Health).

Of the customers who accessed MLC Life Insurance’s support services over the last 12 months, 64% were able to return to work in some capacity, and a further 34% were able to return to full hours.

Andrew Beevors continued: “We see the impact that poor health and wellbeing has on our customers through the claims we manage. Our experience shows the quicker we can provide targeted interventions to improve their health, the faster they can return to work.

“Overall, our purpose is to help customers better understand and manage their condition and ultimately have the confidence to return to optimal health. While we’re here to protect our customers financially, we also want to support their overall wellbeing and provide tangible solutions that make a difference. This is what Vivo delivers.”

The announcement follows the launch of Vivo Incentive in June, which offers a discount on lump sum covers for new retail customers who have a Body Mass Index (BMI) within a specified range.

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Andrew Beevors

MLC Life Insurance is partnering with Insignia Financial to launch a new claims experience, providing members with greater choice in how they lodge and track their claim, enabling submissions to be assessed sooner.

From yesterday, MLC MasterKey and Plum Super members insured by MLC Life Insurance will be able to lodge their claim digitally through LifeView, MLC Life Insurance’s integrated online platform, removing the need to complete and post paper forms and documents – which unnecessarily delays the time it takes to have their claim in front of the insurer for assessment.

Sam Wall, General Manager, Master Trust & Insurance Products, Insignia Financial, said the digital experience is a leap forward for how members can make a claim.

“We know that when members get in contact with us to make a claim, they will likely be going through a very stressful time in their life. This is why we want our claims process to be simple, transparent and enable members to easily access the level of support that is right for them.

“Through our new digital claims experience that we have co-developed with MLC Life Insurance, we are giving members greater control and visibility over their claim. Easier claim lodgement means it will be in front of an assessor to review sooner.”

MLC MasterKey and Plum Super members can lodge a claim via LifeView using their smartphone, tablet or computer, and are guided through the process from start to finish; including uploading documents to support their claim, such as a doctor’s medical report, or accessing complimentary wellness and recovery support programs. Once complete, an assessor from MLC Life Insurance will call the member to finalise the claim and the member can continue to track the progress via LifeView.

Andrew Beevors, Chief Claims Officer, MLC Life Insurance said the new service highlights how the company is making inroads to make it easier to lodge a claim.

“We put our customers at the heart of everything we do. That is why we have redesigned our claims service to provide greater options and flexibility to help us meet members’ needs – whatever they are.

“The new digital claims experience is integrated with our claims management and policy administration system, which means we can provide real-time updates to members and the fund themselves. This ensures absolute transparency between all stakeholders involved in the claim.”

The service, accessible via any device, also gives MLC MasterKey and Plum Super members access to all of MLC Life Insurance’s health and wellness services in one place, including Best Doctors, Mental Health Navigator and Cancer Aid, for example.

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Andrew Beevors

MLC Life Insurance and TelstraSuper are joining forces to pilot a new awareness program prompting members to check their eligibility for early cancer screening tests.

Since the beginning of the coronavirus pandemic, thousands of Australians have delayed or deferred taking these important tests because of restrictions on social movement and access to health services.

According to figures from Cancer Australia, there were 163,595 fewer diagnostic procedures, such as scans or biopsies, carried out for 14 common cancers, such as breast, kidney, ovarian and cervical cancer in 2020 alone.

Currently, only half of Australians eligible for free cancer checks – such as breast cancer, bowel cancer and cervical cancer – take them up. Because cancer can take a long time to develop, screening tests can detect cancer while it is still in its early stages and therefore more likely to be effectively treated.

Provided free of charge to TelstraSuper members, Aware by CancerAid asks a series of health questions to help them understand which lifestyle habits increase cancer risk and provides recommendations to change health behaviour if required. The questions were created by the doctors, coaches and researchers at CancerAid.

Based on the responses to the questions, members may be offered a free information session with a GP, as well as advice and government resources on how to reduce their risk of cancer through activities such as exercise, diet changes, smoking cessation programs and skin checks.

Chris Davies, CEO of TelstraSuper, said the time is now for Australians to get back on track with health checks.

“The ongoing coronavirus restrictions have caused many of us to put off taking screening tests for some of the most common cancers. Tragically, this will likely lead to many cancer diagnoses being missed early, impacting the potential for a successful health outcome.

Through this pilot, we want to encourage our members to understand how to reduce their cancer risk and to check their eligibility for free screening services. We hope that his program helps save lives and are pleased to be partnering with MLC Life Insurance and CancerAid to increase the number of our members accessing screenings, which is one of the most effective ways to detect the early signs of cancer.”

According to Cancer Australia, more than 150,000 Australians were diagnosed with cancer in 2021.

Andrew Beevors, Chief Claims Officer, MLC Life Insurance, says that any proactive intervention from funds and insurers in the health of members can make a difference.

“We see the impact of cancer daily in the claims we pay to members and their families. When it comes to cancer, early detection and intervention is key to better health outcomes.

“We know the enormous emotional and physical toll a cancer diagnosis can have, which is why we invest in programs that support people with cancer, such as CancerAid.”

Through its longstanding relationship with CancerAid, MLC Life Insurance offers all members with a cancer diagnosis free access to the CancerAid Coach Program, a digitally enabled course that guides customers through cancer treatment. It brings together the individualised attention of professional health coaches, a smartphone app along with a researched curriculum and manageable goals.

The program is offered in conjunction with access to the CancerAid App, which organises medical records and streamlines information on appointments, treatments, and specialists. It gives patients and caregivers medically reliable information about their illness and treatment plan, a symptom monitoring tool and access to a supportive community of patients and carers.

TelstraSuper is a leading profit-to-member super fund, representing current and former Telstra Group employees and associated employers as well as their friends and families. It has approximately $25 billion in funds under management.

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