TAL has formed a partnership with health researchers aiming to improve outcomes for customers with income protection claims related to mental illness.

The Pathways project will involve collaboration between the insurer and its recovery partner Workcom, the Digital Health Co-operative Research Centre and the University of Sydney’s Central Clinical School.

It aims to create a digital platform to help people through the claim and recovery process by combining insights from customers and front-line teams with research-informed frameworks.

Digital Health CRC CEO Annette Schmiede says the partners hope to respond to the growing prevalence and complexity of mental health claims by providing easier access to information and greater choice in recovery journeys.

“Applying behavioural science, evidence-based goal-setting and decision-aid models, we hope to find new ways to put people at the centre of their own recovery – and avoid the ‘solution overload’ and trial-and-error referrals that can occur,” she said.

TAL and Workcom will be responsible for designing and developing the platform for TAL customers.

“We want to help them feel more connected and supported throughout their claim and recovery,” TAL chief claims officer Georgina Croft said.

“Pathways will give our customers more clarity and control of the recovery journey, and provide their claim support team more information about how best to support them and when.”