For more than a decade, Simplify My Claim existed as a business concept and aspiration. However, it was only when my close friend had to submit a claim for Total and Permanent Disablement that the necessity for “Simplify My Claim” became clear.

My friend Suzy, had an impressive 30-year career as an underwriter in the insurance industry; she was well-acquainted with industry terminology and policy complexities. Despite this, the claims process and the service she encountered left her utterly overwhelmed. During this challenging period, she turned to me for assistance. She said “my life is hanging by a string and they [the insurer] are holding the scissors”. At that time, I was working for an insurance company, and I couldn’t help but feel a sense of shame and horror. The very field I was deeply passionate about, and to which I had devoted a significant portion of my career, had left someone – someone who knew insurance inside out – feeling utterly defeated.

After Suzy’s insurance claim was settled, she expressed her disappointment to the insurer. She described their claims team as ‘unempathetic’ and criticized their lack of awareness regarding how their actions could have resulted in her being homeless. Suzy even pointed out that other claimants didn’t have the industry insider support that we provided her, and she questioned how they could cope. This experience, along with Suzy’s email to the insurer, led us to a sobering realization: If an industry insider like Suzy could be so confused and overwhelmed by the process, how much more daunting must it be for those outside the insurance industry who are trying to navigate it?

We acknowledge that a significant number of life insurance claims are indeed paid out. However, this victory loses its meaning if customers feel dehumanised during the claims process.

We established Simplify My Claim with a simple yet profound desire: to demystify the insurance claims process and bring a human touch into a field mired in complexity and detachment.

In the event someone needs to claim, intricate policy terms and claim requirements can be overwhelming. Furthermore, the customer experience varies, based on factors such as the experience of the claim assessor they are assigned to the size of the assessor’s” portfolio, the tools at their disposal, and the internal systems and processes they navigate. When a customer, or their dependants,  submit a claim on their life insurance policy, they are already grappling with the adjustments to their lives caused by illness or injury, as well as the financial, emotional, and relationship pressures. In too many instances the act of submitting a claim becomes an additional burden; one that should be eased by a compassionate and streamlined process.

With a steadfast commitment to transforming this landscape, Simplify My Claim emerged. We dedicate ourselves to guiding Australians through their life insurance claims with a personal, empathetic approach that respects their unique circumstances and needs.

Holly Nicholas

With over a 26-year career in the life insurance industry, Holly has held senior positions in both Claims and Business Relationship Management, having had the privilege of working with some of Australia’s largest insurance companies and collaborating with some of the country’s largest Industry Funds. Her expertise lies in Group Insurance and the provision of insurance to Superannuation Fund members. She strongly believes in the value of insurance within Superannuation, ensuring that more people have access to coverage. Throughout her various roles, she consistently championed the Customer Experience during claim processes. Her commitment to simplifying insurance claims for everyday Australians led to the creation of Simplify My Claim.

Drawing from her extensive experience, Holly genuinely believes that the notion requiring an advocate because insurers actively seek ways to avoid paying claims is a myth. Supporting this perspective are statistics indicating that over 92% of claims are indeed paid (Source: APRA Statistics Life Insurance Claims & Dispute Data – June 2023). However, the complexity of policy terms and requirements remains a reality. This complexity contributes to a daunting and overwhelming claims process, sadly leaving individuals feeling dehumanised and stripped of their essence.

Holly is well versed in policy terms, eligibility requirements, and the often complex jargon associated with insurance. Leveraging her expertise in claims, Holly possesses an intricate understanding of insurance products and the claims process. She is committed to ensuring that you are protected throughout the process, treated fairly, and with compassion and dignity.

Scott Nicholas

Scott, with over 21 years of experience in the Life Insurance industry, worked at Australia’s largest insurance company. His responsibilities included managing claims for two of Australia’s largest Industry Funds.

Throughout his career, Scott held various roles, from frontline assistance to more senior positions where he mentored and trained Claims Assessors. He had a key focus on streamlining processes to enhance the customer experience including introducing a process to expedite the assessment of total and permanent disablement claims.

Scott’s extensive experience allowed him to assist customers with a wide range of illnesses and injuries across diverse industries. Notably, he spent a significant portion of his career supporting industry fund members in physically demanding roles, gaining valuable insights into the demands of these roles and the associated limitations posed by medical conditions.

Passionate about exceptional customer service, Scott leverages his deep knowledge of medical, occupational and policy to guide our customers through the intricate maze of insurance complexities.