MLC Life Insurance was recognised last night for its underwriting and claims excellence after receiving three awards at the prestigious Australian Life Underwriting and Claims Association (ALUCA) Life Insurance Excellence Awards in Sydney.

• Claims Team Award – Retail Claims Fast Track Team
• Professional Award – Alex Kelly
• Rising Star Award – Kieran Seenan

“Our annual awards are an extremely competitive and sought-after accolade, receiving a high number of entries of exceptional calibre judged by cross-industry leaders and senior life insurance professionals,” said Amanda McKernan, Chief Executive Officer for ALUCA. “We’re immensely proud of all the winners, who’ve demonstrated excellence in life insurance, going over and above to achieve outstanding outcomes for customers and the wider industry.”

“Our teams are focused on delivering the best-in-claims experience and offering the most empathetic claims experience, because we know that making a claim is when our promise for life matters most to our customers, often coming at a challenging time,” said Andrew Beevors, Chief Claims Officer for MLC Life Insurance. “Our ‘here for you’ claims philosophy means offering a personalised, caring and efficient response.”

“As well as our personalised claims experience recognised for retail customers, last year we paid 99.1% of super claims fastest in the industry with no disputes because of our focus on operational excellence.”

“Operational excellence is one of the ways we’re putting customers at the centre of our business, and investing in our people is a key part of delivering on that,” said Jane Murray, Chief Operating and People Officer for MLC Life Insurance, “that’s why it’s so terrific to see our people recognised through these important industry awards.”

“As well as recognising the work of our people, these awards importantly recognised one of the innovations we’ve made to improve the claims experience for our customers and partners,” said Andrew Beevors, Chief Claims Officer.

“Our Retail Claims Fast Track was a successful innovation, the aim of which was to reduce processing times and the need for excessive documentation for straightforward claims, meaning we can really be there for our customers when they need us most, reducing the average claims process time to an incredible 3.8 days.”

Importantly, the awards also recognised Kieran Seenan, one of our Claims Recovery Specialists, who supported dozens of customers to return to health, and Alex Kelly is celebrated as an industry leader who has made significant contributions to the life insurance community, including her contribution to diversity and inclusion for the industry, and working with ANZIIF and ALUCA to uplift the capability standards of life insurance underwriters.