Media release

23 March 2020

MLC Life Insurance support for customers and business partners impacted from Coronavirus (COVID-19)

In this uncertain time MLC Life Insurance understands that our customers, business partners and communities require clear information about our response to the COVID-19 pandemic and about our products and services.

We are carefully monitoring the fast-evolving situation and have activated our pandemic risk management plan. This ensures key customer services, including the assessment and payment of claims, can continue to be delivered during this difficult time.

Sean McCormack, Acting Chief Executive Officer, MLC Life Insurance, said:

“COVID-19 cases continue to rapidly escalate. It is an unprecedented situation and one that is placing a great strain on many countries, communities, individuals and organisations.

“We are taking all necessary steps to ensure we continue to support our customers and business partners through this difficult time. We are also in regular communication with our own suppliers to ensure critical services and infrastructure are not disrupted.

“I want to reassure our customers that there are no specific exclusions for COVID-19 in our insurance policies that would affect the way we assess claims, and we have financial hardship measures in place to support customers who experience difficulty in paying premiums.

“MLC Life Insurance intends to deliver on our promises to customers and partners through this challenging time.”

Other actions taken by MLC Life Insurance to support business operations include:

  • Upgrading IT infrastructure to enable greater working from home capabilities. Most of our employees will be working from home for the foreseeable future.
  • Making sure employees can continue to connect with each other and our systems. This is important not only so we can maintain our customer service levels, but also for maintaining employee wellbeing.
  • Claims handling - Our claims team will continue to assess claims efficiently and fairly during this time. Importantly, for customers who have difficulty in accessing medical information in support of their claim, we are happy to discuss alternatives to ensure they continue to receive their benefit.

Should customers have any questions about their life insurance cover with MLC Life Insurance in relation to COVID-19, we have created a dedicated page on our website - mlcinsurance.com.au/coronavirus. This will be updated frequently, as the situation changes. We can also be contacted on 13 65 25.