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When people think about insurance advice, they often think about choosing policies or reviewing cover.
But for many HealthCarePlus members, the most valuable support comes much later at the point when something goes wrong, a claim needs to be made, and there are far more important things to think about than insurance paperwork.
For more than 30 years, Monument Financial Advisers have supported members not just in setting up insurance, but in helping them navigate claims during some of the most difficult moments of their lives.
When insurance becomes complicated
Insurance can quickly become confusing when people hold different types of cover with different insurers. In stressful situations, it’s not always clear where a claim should go, or what’s actually covered.
“Insurance can sometimes feel confusing, especially when you are covered for different things with different insurers. A client contacted me after making a claim for a very expensive diagnostic scan. The claim had been accepted, but only partially, and on a reimbursement basis. They were understandably frustrated.
When I reviewed their cover, I realised the claim had been lodged with their day-to-day cover, but it should have gone through their hospital cover instead. I was able to redirect the claim and lodge it correctly so that a much larger portion if not all of the cost would be covered, and the payment made directly to the provider.”
- Kim, Monument Financial Adviser
Helping members access benefits they didn’t realise they had
Not all claims are obvious, and sometimes members don’t even realise they’re entitled to one.
“During a review, a client mentioned that their partner had undergone surgery for a benign brain tumour a few years earlier. They had no idea there might be a claim available.
After reviewing the policy, I submitted a Critical Conditions claim. It was accepted, and over $100,000 was paid out. Without that conversation, the claim simply wouldn’t have been made.”- Shane, Monument Financial Adviser
When timing really matters
Claims support isn’t always about large payouts. Sometimes it’s about urgency and removing barriers so care can happen when it’s needed.
“A client had prior approval for an MRI on a specific date. On the day of the scan, she was told it had been cancelled and rebooked for a month later. She called me very distressed and didn’t feel she could wait.
She managed to book in with another provider, so in order to keep the pre-approval valid, I spent the morning working directly with the insurer to amend the prior approval, so it applied to the new provider. She was able to have the scan without delay.”
- Sid, Monument Financial Adviser
Supporting members through serious illness
When members are facing serious diagnoses, navigating insurance processes is often the last thing they want to deal with.
“I worked with a client who had been diagnosed with lung cancer and referred from the public to the private system. They had medical insurance but didn’t know how to use it or where to start.
I helped with the prior approval process and followed up with the insurer so treatment could begin on schedule. The total approval came to over $200,000. The client was incredibly relieved to have that support during such a difficult time.”- Steph, Monument Financial Adviser
Why this kind of support matters
Insurance is often described as peace of mind, but that peace of mind depends on what happens when you actually need to claim.
For HealthCarePlus members, Monument Advisers can:
- Help interpret complex policy wording
- Ensure claims are lodged correctly
- Follow up with insurers when needed
- Advocate on members’ behalf when it matters most
This support can make the difference between feeling overwhelmed and feeling supported at a time when decisions feel heavy.
A final word
Choosing the right insurance is important. But having support after you’ve chosen it can matter just as much.
When health issues arise, the last thing most people want is to navigate insurance systems alone. Knowing there’s someone in your corner someone who understands both your cover and how claims work can make an already difficult situation more manageable.
For more than three decades, Monument advisers have provided that support to HealthCarePlus members not just when policies are set up, but when it matters most.
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