In partnership with a large life insurer, MedHealth established a unique service delivery model to support clients with mental health conditions when lodging an income protection claim. MedHealth’s team of care coordinators arrange for a nurse to visit clients in their home to assist with the completion of the claim forms, and then arrange for a qualified Psychiatrist to contact the treating doctor to gain appropriate medical information about their claimed condition.

The aim of this initiative is to:

• Enhance the claims lodgement process, ensuring that lodging a claim was as easy as possible for clients in their time of need
• Better gather the right information up front and understand the client’s claimed condition and reasons for being unable to work
• Positively engage with our customers about their recovery, and wellness including discussing the health benefits of good work

Outcomes have included:

• 13 day reduction in time from claim notification to claim lodgement
• 20% increase in referrals to the rehabilitation team to engage in return to work support
• 4 week reduction in time from claim lodgement to first payment