A Best Practice Framework for the Management of Psychological Claims

Making an insurance claim can be a confusing experience, during an often distressing time in someone’s life. When managed well the claims process will provide a pillar of support to the person on claim during their time of greatest need. However, if managed poorly, the claims process may impact a person on claim’s ongoing psychological recovery resulting in poor outcomes for both the person making the claim and the Insurer tasked with supporting them.

In partnership with the Australian and International Life Insurance industry SuperFriend has created a world-first framework for the Group Insurance and broader Personal Injury Sectors to manage mental health claims using best practice.

The resources provide a roadmap of practical recommendations to improve the psychological and financial outcomes for the person on claim and the insurer.

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Downloadable resources


A roadmap of practical recommendations to improve the psychological and financial outcomes for the person on claim and the insurer.


Action Area 1:

Developing the Management Practices for Psychological Claims

Practical advice on how better practice in psychological claims management can be achieved through developing the management practices for psychological claims.


Action Area 2:

Optimising Claims Management Teams

Practical advice on how better practice in psychological claims management can be achieved through optimising claims management teams.


Action Area 7:

Engaging Employers in Stay at Work/Return to Work

This resource is the result of extensive research and consultation by SuperFriend with stakeholders across the disability insurance sector including life insurers, workers compensation regulators, rehabilitation providers, medical practitioners and reinsurers, as well as employers, industry bodies, and respected researchers in the field. The guide highlights how to engage employers in keeping their employees at work and the proven ways this positively impacts injury or illness recovery and increases speed of recovery.


TAKING ACTION – Evidence Review

This review of evidence and examples of innovation conducted informed the development of the TAKING ACTION Framework and is referenced throughout the Framework and Action Area Guides.


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“AustralianSuper’s partnership with SuperFriend has been incredibly valuable to us for the best part of a decade. SuperFriend is the only specialist organisation that provides these services to super funds that are then able to go out to hundreds of thousands of workplaces and assist employers and their employees to address the problems of mental health that affect so many Australians.”
— Ian Silk, CEO, AustralianSuper

“SuperFriend has improved the mental wellbeing of Sunsuper people by ensuring they feel supported and work in a positive environment. SuperFriend brings a lot to that equation in terms of helping us develop a wellbeing blueprint which has been critically important to developing our leaders to create a positive, supportive environment.”

— Scott Hartley, Former CEO, Sunsuper

“SuperFriend continues to play a really important role galvanising the industry to take action. We’ve already seen a lot of action that SuperFriend has triggered in the industry. They have been able to bring parts of the industry together and play that linking role.”

— Damien Mu, CEO and Director, AIA Australia

“SuperFriend is a very unique organisation and is very well placed to be a disrupter in terms of how we think and understand the areas concerning mental health. SuperFriend is a good policy body, it’s a good lobby body, it’s a good educator. It ensures that the mental health agenda remains on our agenda. I think that it’s important that it helps demystify and remove the stigma around all aspects of mental health.”

— Colin Tate, CEO, Conexus Financial

“People at SuperFriend are mental health champions and mental health experts who not only have the passion but they’ve got the qualifications and information to really help. We’ve seen some great benefits in our people’s confidence in dealing with people with mental health challenges because they’ve been trained. So it’s a great asset to our business. ”

— Suzanne Smith, Industry Executive

“We’ve worked with SuperFriend closely to train our staff to be more aware around mental illness. The advantage we’ve got with SuperFriend is that they know our industry really, really well, but they also know us really well. So there’s no relationship barriers to get over, there’s a trusted relationship that makes the work we do together so much easier.”

— Brett Clark, CEO, TAL

“Having a workplace partner like SuperFriend is critical. We can’t do this on our own. We work in financial services, it’s highly technical and often we’re not equipped with the right expertise and the knowledge to know how to deal with issues of mental health, but they affect our staff and the customers we’re dealing with every day. So having an organisation with the expertise that understands our sector as well is incredibly valuable.”

— Sally Loane, CEO, Financial Services Council

“I think having SuperFriend as a partner ensures that no one is forgetting about mental health and the importance of it. All funds are seeing increases in the number of mental health claims in their insurance area. It’s incredibly important for us not to lose sight of the fact that we have a role to play in improving people’s mental health.”

— Eva Scheerlinck, CEO, Australian Institute of Superannuation Trustees