Making claims easier with AMP’s claims philosophy and service model

Helping your employees when they need it most.

Insurance claims are about helping people.

In recognition of this, we’ve stepped into your employees’ shoes and designed a claims approach that puts them at the centre of the claims process. Together, we can create tailored solutions to help them return to work sooner and receive the care they need.

The approach, which covers income protection/salary continuance, terminal illness and total and permanent disability claims, is paying off as we have seen an increase of almost 40%1 in the number of customers who successfully returned to work after a period of AMP-supported rehabilitation from 2014 to 2015, and a further 20%2 in 2016. 

Working with you for better employee outcomes

Our approach can include rehabilitation, designing a return to work program or arranging domestic assistance to help your employees when they need it most.

To deliver this, we have a team of recovery specialists – many of whom have backgrounds as health professionals – working alongside our dedicated case managers.

We’ve also simplified the process, by reducing the amount of paperwork, and improved our contact model to keep you more informed throughout the claim.

Return to work support

For most people the workplace can provide a supportive social network, regular routine and a sense of purpose.

If it’s appropriate for the employee to remain at or return to work, it enables you to retain skills and experience, reduce productivity loss and cut down time spent on recruitment and training.

And by supporting your employee’s recovery while at work, in many instances, you’ll help them to recover more quickly.

This is demonstrated in the story of John*, a 57-year-old cook who was diagnosed with colon cancer in March 2016, resulting in the need for surgery and chemotherapy. John completed his treatment in January 2017, reporting that while his symptoms had improved, he was experiencing ongoing fatigue. He was motivated to return to work, but was uncertain and anxious about his return, given his significant time away from the workplace. A workplace assessment was completed and a discussion held with John’s employer, and his doctor was engaged to develop a graduated return to work program in line with John’s functional capacity. John was monitored by the rehabilitation provider and stakeholders were engaged in the recovery process until John was able to successfully achieve his return to work goal.
*Name has been changed for privacy purposes.

Where return to work during or after a claim isn’t possible, we will support your employees – and their families – to live their best life.

Successful outcomes

We have seen an increase of almost 40%1 in the number of customers who successfully returned to work after a period of AMP-supported rehabilitation from 2014 to 2015, and a further 20%2 in 2016.

As we continue to embed our way of working with improved capability across our teams, we hope to see this number rise further.

In 2016 we were awarded Life Insurance Company of the Year 2016 at the 13th Australian Insurance Industry Awards. In recognising AMP’s achievements, the judges commended our focus on deeply understanding our clients and customers, and our work to deliver a collaborative, more human-centred and empathetic claims philosophy and service.

How you can help

You’re a vital part of our claims process, and can help us by notifying us of a claim and providing us with the information we need to progress it as soon as possible.

We’ll also need your support to develop a suitable return to work plan for your employee if required, and help them access any support services that may be available within your organisation.

Learn more about how our claims philosophy and service model works in practice or watch a case study that highlights why our new claims approach has been recognised with multiple industry awards3.

1,2 AMP Claims Recovery Specialist Database, 2014-2016

3 Excellence and Innovation in Return to Work 2016, awarded by the Australasian Life Underwriting and Claims Association and the Insurance Council of Australia.
ANZIIF Life Insurance Company of the Year 2016, awarded at the 13th Australian Insurance Industry Awards hosted by Australian and New Zealand Institute of Insurance and Finance (ANZIIF) and Asia Insurance Review

This article is a guide only and claims will be subject to the relevant policy terms and conditions.

Important information

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© AMP Life Limited. This provides general information and hasn’t taken your circumstances into account. It’s important to consider your particular circumstances before deciding what’s right for you. Although the information is from sources considered reliable, AMP does not guarantee that it is accurate or complete. You should not rely upon it and should seek qualified advice before making any investment decision. Except where liability under any statute cannot be excluded, AMP does not accept any liability (whether under contract, tort or otherwise) for any resulting loss or damage of the reader or any other person. It is important to know that this article is a guide only and claims will be subject to the relevant policy terms and conditions.