Transforming the insurance claims process

Making a life insurance claim usually happens at a time of great uncertainty and emotional hardship, so MLC wants to make it as easy and seamless as possible. The company recognized that the best way to support its superannuation fund customers in their time of need was to provide its partners with a simple and effective service offering.

Rather than taking a traditional paper form-based approach, MLC decided to build and deploy a digital claims management solution. As well as offering an intuitive experience for both customers and claims processing teams, the digital platform also needed to be highly scalable and cost-effective to personalize for its partners to fit with their brand.

MLC has developed and deployed an innovative, market-leading digital claims platform for partners using Sitecore Experience Platform.

Rather than just transitioning its paper-based processes to digital, MLC worked closely with its customers to re-engineer workflows for greater efficiency. The new solution simplifies requests for information, and offers rich explanations and context around claim steps and processes, ongoing status tracking, document upload functionality, and automated reminders for outstanding information. The platform also integrates with a wellness solution.

By creating reusable, modular components, MLC has produced a platform that can easily be personalized for each partner and takes just six weeks to roll out, including both administrative and member portals. Sitecore’s tracking functionality enables the MLC team to follow user actions and their digital claims journey, which not only enables accurate reporting, but also helps identify opportunities for further platform improvements.

The solution went live for the first partner in November 2021, and a second partner in May 2022, with an additional three deployments planned for later in the year.

The digital claims platform offers an easier and more engaging claims experience for customers, while enabling efficiency-savings for MLC’s partners. Once the company’s five major partners are onboarded, the platform will deliver a seamless digital process for more than 465,000 superannuation fund customers.

The solution makes claims more transparent and efficient for these customers, reducing uncertainty with step-by-step processes and the ability to file a claim whenever suits them, rather than being limited to traditional business hours. It also provides a unified, real-time view of claims for assessors and fund administrators.

"Sitecore has provided us with a platform that has made it possible for our team to efficiently deliver modern digital experiences to our partners and their members,” comments Janelle Mcqueen-Paice, Head of Digital Channels & Group Transformation at MLC Life Insurance. “We are excited to leverage this capability further to deliver more innovative digital experiences within our space.”

Insurance is issued by MLC Limited. MLC Limited uses the MLC brand under licence from the Insignia Financial Group. MLC Limited is part of the Nippon Life Insurance Group and is not a part of the Insignia Financial Group.