Our services

Risk Benefit Administration with Measurable Service Standards

Operational capability and experience across risk benefit categories, administered against clearly defined service-level agreements.

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Clear standards, agreed with every client

The service-level agreement is developed in consultation with the client and relevant stakeholders.

Each benefit category is administered according to its policy conditions, process requirements, supporting evidence and agreed service standards.

Responsibilities
Turnaround times
Reporting requirements
Communication protocols
Escalation procedures
Service-performance standards

Benefits Administered

Group Life
Funeral
Temporary Disability
Permanent Disability
Permanent Health Insurance
Income Protection
Credit Life
Spouse and Family Benefits
Other customised group benefits

Administration Services

Maintaining accurate member and policy records
Maintaining beneficiary information
Receiving and registering claims
Validating claim documentation
Tracking claims throughout the process
Liaising with employers, funds, insurers and assessors
Following up on outstanding documents
Submitting complete claims for assessment
Monitoring decisions and payments
Managing client and member queries
Managing complaints and escalations
Reconciling premiums and claims
Monitoring disability claims
Reviewing recurring benefit payments
Supporting beneficiary verification
Producing operational and management reports
Maintaining records for audit and governance purposes

Service-Level Monitoring

Kula Partners monitors service delivery against agreed performance measures to promote accountability, consistency and transparency.

Time taken to acknowledge a claim
Time taken to review documentation
Time taken to request outstanding information
Time taken to submit a complete claim
Frequency of insurer follow-ups
Time taken to communicate a decision
Time taken to resolve queries
Claims turnaround times
Reporting accuracy
Reconciliation accuracy
Escalation of delayed or complex claims

Reporting and Governance

Various reports are available and can be custom designed for our clients. Regular service review meetings may be conducted with clients, insurers and other relevant stakeholders.

Claims received
Claims approved
Claims declined
Claims pending
Claims paid
Turnaround times
Outstanding requirements
Claims experience by category
Service-level performance
Premium and claims reconciliations
Disability claim reviews
Complaints and disputes
Escalated matters
Emerging claims trends
Insurer performance
Recommendations for improvement