Sean Williamson

As Australia recognises Mental Health Week, new data from MLC Life Insurance reveals the number of customers using its Best Doctors’ Mental Health Navigator service has almost doubled since the onset of COVID-19, as more people seek mental health support during the pandemic.

In just the last four months, 21 per cent of all current cases registered with Best Doctors relate to people seeking an expert opinion for a mental health condition, an increase from 11 per cent for the whole of 2019. More than 200 MLC Life Insurance customers have now used the service to help improve a mental health condition.

That data revealed 76 per cent of customers who had severe or extremely severe symptoms of depression at their first appointment experienced a reduction to mild or normal levels after just three months of using the service. 65 per cent had their diagnosis modified and 87 per cent had a modification in their treatment.

Mental Health Navigator is a confidential, specialist mental health service that is available to all customers (including those of our business partners) and their families at no cost, and they don’t need to make an insurance claim to use it. On average, it takes nine days for a customer to receive their first assessment by a mental health specialist, such as a clinical psychologist or psychiatrist, when using the service.

Because the service is offered virtually, it has been able to continue despite coronavirus-related travel restrictions. Further, by leveraging expanded access to telehealth treatment via Medicare, Mental Health Navigator can help connect customers, through their GP, with a specialist from the Best Doctors network for ongoing treatment via telehealth.

Sean Williamson, Chief Group Insurance Officer, MLC Life Insurance, said: “There has been a huge demand for mental health services since the beginning of the pandemic as many Australians struggle to cope with emotional and financial pressures. Worryingly, we know that 54% of people with mental illness do not access any treatment^[1], and this is worsened by delayed treatment due to serious problems in detection and accurate diagnosis.

“We want to help customers better manage and treat their condition. While we’re here to protect our customers financially, we also want to support their health and wellbeing and offer them a tangible solution to help them improve their mental health. This is what Mental Health Navigator provides.”

Importantly, the service is helping to prevent employee absence from work. While 50% of all participants are off work due to their symptoms at intake, 40% of those return to full time or part time work by the three-month follow up.

Sean Williamson added: “Given the uncertainty around how the economic impacts of COVID-19 will impact on claims in the future, there is a strong likelihood that a recessionary environment will trigger an increase in claims (particularly mental health), and we have to be prepared for that. Services like Mental Health Navigator could be instrumental in helping people get back to health and also fit for work, which may ultimately reduce the extent of this increase in claims.”

Dr Benson Riddle, Chief Medical Officer at Best Doctors said “Many people feel overwhelmed about how and where to seek help for mental ill-health. The evidence shows that problems in detection and accurate diagnosis can lead to delayed or incorrect treatment, thereby worsening the condition in the long term. Finding the right support earlier through services like Mental Health Navigator is therefore paramount.”

In the 12 months to December 2019, the life insurance industry contributed significantly to people with mental health conditions, paying out more than $750 million to approximately 6,800 people experiencing mental ill-health^[2].

The partnership between Best Doctors and MLC Life Insurance is currently in its 11th year. In that time, more than 5,000 customers have contacted Best Doctors to receive a second, expert opinion on a diagnosis or treatment plan for a physical or mental health condition.

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[1] Black Dog Institute
[2] KPMG/FSC life insurance data project

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Sean Williamson, Chief Group Insurance Officer at MLC Life Insurance, has expanded his team with a number of recent appointments that have significant industry expertise in group insurance and strong partnership credentials with superannuation funds and mastertrusts.

These appointments broaden the team’s existing bench strength and include:

Emily Wu – General Manager, Fund Partnerships. Emily is focused on acquisition of new fund partners as well as managing relationships with existing partners. Emily has strong industry experience in group insurance having previously held product and legal roles at AIA Australia and CommInsure. Emily has experience working with large industry funds, master trusts and government funds.

Suzie Brown – General Manager, MLC Wealth and Corporate Partnerships. Suzie’s role will be to manage our largest partner in MLC Wealth and build out our Corporate Distribution capabilities. Prior to joining MLC Life Insurance, Suzie was the General Manager of Distribution at Integrity Life, and has management experience with large industry superannuation funds, master trusts, platforms and corporates.

Craig Harrison – General Manager, Product, Pricing and Proposition (Group). Craig will lead our Group Product and Pricing functions and brings extensive leadership experience and relationship building skills with funds. Craig also previously led CommInsure’s group insurance business, managing relationships with major industry fund and master trust clients.
The new appointments support the company’s ambition to partner with superannuation funds, underpinned by better digital capabilities and a deep knowledge of the issues affecting life insurance inside superannuation.

The company’s LifeView digital platform continues to be rolled out to fund partners and their members. Accessible via any device, it enables superannuation fund members to self-service such as applying for and increasing their cover online, and lodge and track the progress of claims. It also allows trustees and administrators to access real time data and analysis of their funds’ claims experience.

Sean Williamson said: “Insurance inside superannuation is experiencing significant change in light of COVID-19, and we need to ensure we’re providing the right support and expertise to superfunds as they navigate their way through this period. Our goal is to play a larger role in the group insurance market and genuinely challenge the more established group insurers.

“To do this we need to build our expertise and partnership credentials, and we’re thrilled to appoint Suzie, Craig and Emily to our team. They have partnered with some of largest industry and retail superannuation funds and know what it means to see issues through the lens of our funds, trustees and members. “

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Sean Williamson

MLC Life Insurance has reinforced its focus in growing its group insurance business with the appointment of Sean Williamson as Executive Lead, New Business for Group Insurance.

Sean’s main responsibility will be to create new growth opportunities as it relates to group distribution, the industry fund sector and large corporate market, while maintaining a focus on the customer.

Sean will officially join the life insurer in August and will report directly to Sean McCormack, Chief of Group & Retail Partners as a member of his leadership team.

Sean McCormack, Chief of Group & Retail Partners, MLC Life Insurance said:

“Sean has a pivotal role in building and embedding our accelerated growth strategy. His extensive experience in the sector will help us to grow our existing group portfolio, develop new opportunities and boost our credentials in the group insurance market.

“Since the launch of LifeView in 2017, we have clearly demonstrated that we are a leader in innovation and technology. It’s a key component of our massive, $600 million investment in our technology transformation, including digital and data, infrastructure, and support services to serve our funds and their members.”

As a member of the Nippon Life Insurance Group, MLC Life Insurance has delivered several technology enhancements as it seeks to distinguish itself in the group insurance market.

It’s online platform for superannuation funds, LifeView, provides an integrated insurance experience for trustees, administrators and members. Current superannuation funds on the platform include Energy Super, Qantas Super, MLC Wealth, Vision Super and more recently, Maritime Super.

Having previously held senior executive positions at TAL and AIG, Sean has over twenty-five years’ experience gleaned in the life insurance and broader financial services industry across a range of senior management, strategy, distribution, actuarial and product roles.

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