CASE STUDY

Protecting MLC Life Insurance Customers with enhanced cancer care

Company Overview

Total number of customers

2,300,000

Consumer offer

Life Insurance

Geographies

Australia wide

Support for

All MLC Life Insurance customers who have access to their Vivo health, wellness and recovery program

Osara products

Cancer Coach foundation and reset at work.

Who is MLC Life Insurance and what is Vivo?

MLC Life Insurance Australia is a prominent and trusted insurance provider. With a rich heritage and extensive experience, MLC Life Insurance plays a pivotal role in safeguarding the financial wellbeing of individuals and businesses. Offering a comprehensive range of insurance products and solutions, including life insurance, income protection, and trauma cover, they endeavour to provide peace of mind their customers.

Complementing their insurance cover, they’re also proud to provide those they insure access to Vivo – a multi-award-winning holistic health, wellness and recovery program. Vivo further enhances their leading claims function by providing access to a range of bespoke services.

Their needs

As part of the Vivo offering, MLC Life Insurance sought to provide a range of additional support solutions to customers through life’s journey, not just at claim time. As an industry leader, they understood that improved support and a better care experience resulted in better outcomes for the customer and a better claims experience.

Vivo has allowed MLC Life Insurance to differentiate themselves within the Australian life insurance market by providing additional support offerings and unparalleled value to their customers.

Cancer was identified as a top claiming condition type for the MLC Life Insurance business. Solutions that improved the care experience and better health outcomes were identified as an opportunity. The challenge was to find the right solutions for the Vivo offering that fit within the Vivo ethos. MLC Life Insurance are always looking for ways to equip customers with the latest world-leading, innovative health and wellness services to make Vivo a powerful prevention and early intervention tool. Connecting with providers that deliver advanced digital capabilities and trusted arrangements will enable them to do this.

As a business, they prioritise comprehensive coverage, personalised customer service, and proactive engagement to retain members and foster lasting relationships.

“… It is good to talk with someone who knows about the treatments so I don’t have to explain everything. I can talk openly about my cancer with confidence knowing I am talking to an independent person. I have family and friends and even a multidisciplinary team but having someone outside of all that, means I can talk about for real issues or how to better communicate with my team. That different perspective is good. I have saved all the resources and e-mails to a special folder and I will continue to use them and the app at different points in my treatment and recovery…”

Patient testimonial

“A cancer diagnosis can create an enormous emotional toll. We know from first-hand experience that many of our customers need help to manage all their appointments, treatments, and specialists. Using this app we are providing customers with extra support when they need it most, regardless of whether they make a claim.”

Andrew Beevors, Chief Claims Officer

“… I felt like my life had been thrown in the air and I needed time to rebuild. This has been such a worthwhile part of the journey. My Health Coach had fantastic insights and I was able to bounce ideas off them. I have felt so safe when speaking with my Health Coach and it helped me to come to terms with my diagnosis. Also accepting my recovery has its own time frame and that is OK. Over the course of the program my motivation increased to use services like Exercise Physiology…”

Patient testimonial

Solution

MLC Life Insurance partnered with Osara Health to enhance cancer care and support through the Cancer Coach program, accessible to customers via Vivo. By doing so, MLC Life Insurance could provide an extra service to their customers, resulting in members reporting an impressive NPS score of +86.

The Cancer Coach program delivered to eligible members dedicated Health Coaches, digital resources based on Osara’s cancer care principles, and access to a community app.

Furthermore, Vivo sought solutions with proven high utilisation that could also look to increase uptake of additional service options beneficial to customers.

Reset at Work:

Reset at Work, another service provided by Osara Health, was accessible to eligible customers aiming to return to work after a cancer diagnosis. MLC Life Insurance customers who completed the program reported increased readiness to return to work, improved confidence in discussions with employers, and enhanced overall confidence.

Through this offering, Osara Health has demonstrated that participants were 73% more likely to return to work after completing the program.

“I felt very comfortable and confident drafting up my RTW plan thanks to Osara’s RTW exercise templates and cognitive resources.”

Patient testimonial

“… I think the information providing helped me make a plan on what to tell my boss, to help me decide what to share, how to share it and to keep track of what I’ve told them. And just having the support from you, talking things out and my concerns, it was a great outlet when looking at returning to work after cancer… ”