SuperFriend and MetLife pilot innovative approach for customers

Workplace mental health specialist SuperFriend has been working with life insurance partner, MetLife Australia, to pilot an innovative new program designed to provide enhanced support to customers navigating a claim.

The program uses a Person-Centred Communication approach (also known as 'motivational interviewing'), which has delivered improved outcomes internationally for both customers and the claims management teams supporting them. The program's techniques equip the claims manager and the person on claim to develop personalised goals for optimal outcomes and an improved quality of life.

SuperFriend has developed the tailored program for Australian insurers and claims managers, incorporating in-depth research from its extensive industry partnerships.

MetLife is the first insurer to pilot an early release of SuperFriend's program, highlighting its commitment to a customer-focussed, empathetic approach to claims. The pilot training program for MetLife staff aims to validate the approach, showing a demonstrable impact on improved customer outcomes. Following the pilot, SuperFriend plans to roll out the program to other insurers.

Person-Centred Communication is a well-tested approach to working with customers which involves taking into consideration the whole self. In a claims situation, this means the claims assessor partners with the person on claim to understand their unique situation and collaborate to resolve the claim and help the person back to health.

Margo Lydon, CEO, SuperFriend reflecting on the innovative pilot, said: “Making a claim can be a really challenging and daunting experience and is the last thing many people feel like doing when they're unwell or injured. This approach is designed to make the process a lot ’human’ by empowering the person claiming and equipping the claims manager with a broader range of skills for enhanced engagement. We're really pleased to be working with MetLife to improve outcomes for Australians.”

Mark Raberger, Head of Health, MetLife said: “Claims are a moment of truth for us – this is where we really show what we mean by caring. We’ve been working with SuperFriend for many years now to deliver the best possible experience for our customers and support our claims assessors who play a critical role in that process. It speaks volumes that SuperFriend have chosen to partner with us for this pilot – it’s exciting to be part of refining an approach to deliver best practice claims management.”

The pilot commenced in August and will conclude in early 2020.”

Media Contact

Sarah Kelly                                                   

MetLife Australia                                   

+61 (0)411 893 890

About SuperFriend

SuperFriend advocates for, equips and empowers profit-to-member superannuation funds and insurers to achieve mentally healthy workplaces for their staff and members. Our vision is for an Australia where all workplaces are mentally healthy.

About MetLife

MetLife Insurance Limited (MetLife), an affiliate of MetLife, Inc., is a specialist provider of life insurance to affinity partners, superannuation trustees and employers in Australia. MetLife has expertise in designing and executing direct insurance programs for partners’ customers and insurance solutions to meet the needs of specific member groups. MetLife has been a specialist provider of life risk insurance products in Australia since 2005. For more information, visit

MetLife, Inc. (NYSE: MET), through its subsidiaries and affiliates, is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East. For more information, visit