This proposed inquiry aims to make claims processes more equitable, quicker, and compassionate, especially for those dealing with mental health issues. The implementation of standardised member service protocols is suggested to improve service delivery.
Despite a high approval rate of 92% for total and permanent disability group cover claims last year, the current data lacks clarity as it doesn't differentiate between mental and physical claims. According to Susan Quinn, Super Consumers’ Director of Advocacy, mental health claims present unique complexities that aren't adequately addressed by existing super fund policies. The variance in policy tests and requirements can make the claims process unpredictable and burdensome for claimants.
Quinn points out the necessity for super funds to evaluate their processes in terms of efficiency, transparency, and empathy. She indicates that many funds fail to meet these criteria, particularly in handling sensitive mental health claims.
The outcome of the proposed review could lead to policy reforms, providing clearer guidelines and potentially more uniform standards across different super funds. It emphasizes the importance of addressing specific challenges faced by individuals with mental health conditions in navigating the insurance claims system.
Looking forward, stakeholders anticipate the review could highlight areas for improvement, offering an opportunity to overhaul the current system, ensuring it is more person-centric and supportive, particularly for vulnerable groups.
