Commonwealth Bank of Australia : CommInsure’s Back to Wellness Program receives industry recognition

CommInsure's Back to Wellness Program supports client's full recovery

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CommInsure's Back to Wellness Program has been awarded the 'Risk Product Innovation Award' at the recent Association of Financial Advisers Life Company of the Year Awards and was highly commended in the 'Industry Research Award' category at last week's FSC Life Insurance Awards.

The program, which was launched across CommInsure's Group and Retail claims teams in August 2016, and is now standard business practice, has been developed to ensure best practice recovery principles are factored into the claims process for customers claiming for mental illness.

Head of Claims Solutions, Ciaran Curley, said the program is unique to others in the market because of the focus on supporting a client's full recovery, rather than just focusing on their return to work.

"Successful recovery requires a tailored approach with a holistic lens to encompass the full breadth of an individual's life," Mr Curley said.

"So we developed a program where a CommInsure case manager and rehabilitation consultant work closely with a client and their general practitioner or psychiatrist to develop a personalised Wellness Plan where goals and milestones are agreed to by all parties."

In developing the program, standard claims processes were reviewed and contrasted with best practice standards. Feedback from customers, doctors and rehabilitation providers also assisted with improvements to Wellness Plans to better meet customer needs.

The three key principles of the program are:

1. A simple and straightforward claims process, focusing on recovery and positive discussions rather than administration and incapacity levels;
2. Dedicated support for clients from highly skilled professionals, resulting in a deep understanding and a tailored service;
3. Consistent collaboration with all involved parties to facilitate an optimal treatment plan and identify and remove any recovery barriers.

"The program helps the client re-engage with their community and includes 'stay well' strategies, such as a response plan in case the client experiences a relapse or unexpected deterioration of symptoms. We also waive monthly claims forms and instead agree with the client a series of milestones that we aim to achieve through the program," said Mr Curley.

Since launch, more than 130 customers have been referred for the Back to Wellness Program and outcomes to-date include full and partial return to work, commencement of voluntary work or study and job-seeking. Many customers are currently completing their second and third Wellness Plans.

CommInsure will shortly undertake the first phase of a six-monthly review for customers that commenced the Back to Wellness Program in August 2016. Feedback will be obtained regarding satisfaction with the program and its perceived success in empowering customers to achieve their own personal recovery and return to work goals.

You can find more information about CommInsure's Back to Wellness Programhere.