Acenda Income Protection

Maximum friction when trying to cancel. Obviously an intentional omission. No cancelation option online. Search "cancel"? Nothing What would you like to do today options ? Change or update details, provide a certificate (bonus redirect to moneysmart) View Policy? Payment schedules only, no access to PDS. We accept digital signatures, for the… Read more

following: - Alteration requests (Increase/Decrease), Cancellation requests. Yay. Do we provide an option or form online to do so? No. PDS is unavailable online.

Just another PITA UX from provider focused on $. Guess it works for them but all my policies elsewhere after review.

Don't waste your money.they will never pay out claim and was never covered.biggest scam I have seen.do not trust MLC . again you will never be covered for anything even though they keep asking for more evidence at YOUR OWN EXPENSE ,EVEN WHILE STILL PAYING THEM THE PREMIUM TO BE BLED MORE . I have no more to give and cancelled 7 yrs of insurance.for nothing when you can't work from injury. Claim denied.do not fall for there liars. Show details

Stay away! – Your better off taking the amount you are going to pay for income protection and invest it, at least you might see something back if you ever need it. *Sent completed claim, was told then can not open the PDF files *Posted hard copy of completed claim and doctors report in same envelope but was told only the Dr report was received. *… Read more

Resubmitted claim again and was received but was told claim manager was on annual leave so claim wont be processed until manager return. * Case moved to discloser team, requested Medicare and PBS records dating 6 years prior to birth. * 2 years later and they are still trying to find something have the claim denied.

Claim has been processed for 2 years now, and I had the top tier policy. They will drag you and your whole medical history through the mud, Straight forward claim with all information provided but every week there is something more that needs to be provided.

STAY AWAY!!

It required me to give one star. I would have rather given 0 – There is not enough space to write everything wrong with MLC. Go with literally any other company. The staff are lovely on the phone, but not empowered to do anything. Show details

Do not rely on this insurance! – My partner has recently had a major surgical procedure and had exhausted all available annual and sick leave. His company provides insurance with MLC. For months they have been asking for additional medical reports which we have already provided multiple times. They were even hounding him the day prior to his operation and still asking for more. He is so stressed. Terrible insurance! Show details

Totally fraud, and scam – I paid for income protection insurance my personal loan for last 10 years. Never needed to claim since i always work. I only had to pay another 1600 co pay off my loan till I lost my job for corona epidemic. I call to MLC after 10 years of paying them to do a claim first time. The lady ask me details That I provided to her. She finally ask me… Read more

letter from my accountant. Within few days I provide that too. Then they told me they will let me know. But after that it started waiting game. I waited nearly month for call. Then I call them back, the person who call me didn't even knew I submit the accountants letter. They must have realize they done something wrong and put me on hold then came back with a excuse that i need to cancel my ABN. I told them it is illegal to ask a person to ask to cancel their ABN. ( Later on confirm by Australian Taxation office) I am on Centrelink and willing to give a letter from them to confirm and told them what taxation office told me. Then they told me they will come back to me. It was months now. During that time I make plenty phone calls they kept telling me they will come back. During that time behalf of NAB a credit agency call me and they said if i didn't pay I will be default. I didn't had any choice borrow money from my friend and had to pay the loan. Thank you MLC for your help. I must have paid twice than 1600 to MLC for last 10 years. MLC is fraud. I never recommend it to any one and I will publish all the evidence against it online soon.

Income protection claim result – I lodged my claim in 30/10/19 for income protection . I m on a 14 day waiting period and income protection platinum their best and most expensive one. I just got declined on 19/12/2019 . They made a decision without my GP report. They did not get any information from my GP.They did not even bother to contact to him and request a report about my… Read more

illness and what kind of medication I am on. It was not only their fault as well, they request a report from my GP but administration team from my clinic recieved the request and made a mistake and just send them my clinical file and bill invoice without checking with my GP .

I asked them to follow up my GP reports for 2 weeks, they did not do anything about it. They just checked my clinical files for last 4 years and I was not sick last 4 years that is the reason they made a decision there is nothing wrong with me.

I got diagnosed for my illness in early of July 2019. Also I used the Best Doctors which MLC provide for their clients and they suppose to be the best . They diagnosed my illness and suggested to my GP what kind of medication I should be on and what kind of treatment I should get. I send Best Doctors report to MLC and they did not even consider Best Doctors report. It is very sad when you think you covered yourself and your family buying a insurance policy and paying nearly $4400 per year.

Their financial advisers picked the suitable insurance policy for me and my family future. When I think about it now it feels like a big scam . I wish I did not roll over my super to MLC and bought their insurance policy. It is just a big waste of time and so much paperwork for nothing. When you know they do not even check your GP report for a income protection claim. When they were delivering their decision, they had a laugh at my face in the middle of our conversation without thinking what I was going through right at that time mentally . I found that very disrespectful. What is next to do for me cancel my insurance policy with them and roll over my super to my old super company again.

MLC - Stole my lifetime Pension!! Pls READ – Plum Super with PFS Nominees transferred trustees in July 2016 and with it my lifetime annuity to my employer! Beware if you were a member, they dissolved all assets and liabilities. I received a -$5000 deduction off my last pay along with a lump sum payment for superannuation also of $5000, net gain $0 and the ATO reported my super balance with… Read more

two amounts. Reporting double the super I had, the ATO says it was a glitch, MLC denied its existence but I found the information online stating that all former and current employees receive a lifetime annuity. Because I hadnt yet been there a year when I resigned they kept it and still claim to have no knowledge. They refused to pay my income protection offering 20% of my salary saying its a fixed amount as per personal plan. Dont file any claim until they update your income!!!! Everything in writing record all your calls!!! They edited audio recordings and dont bother with the AFCA tribunal they are both in each others back pockets. Keep all documents!!!

MLC - Beware of late payments!

Buy beware MLC pay you late and early so to confuse you as they refuse to pay the 13 periods in a year they pay you late so they reduce your benefits by one month every year. They paid just 20% and was lied to me me for ten months before claim approved and they will rip you off. Paying me one week in back pay for ten months of back pay and barely 49% of salary

Payments late every month – What if your pay was late every month - there is a person in the accounts/claims who processes my letter saying I have been paid but forgets to make my payment?? What could you live chronically ill and then wait nearly 2 weeks to get paid every month. Very unfair and this is making my life very hard Show details

MLC Income Protection troubles? – Claim made after waiting the 90days waiting period. Heart attack and stents put in. Any way. Took a couple of months to receive first payment and of course it wasn't what was expected. Plead my case as I work for myself business expenses don’t stop just because I have and made a call to a top Law firm. Within 3 days, back pay and current monthly payments made to the dollar for premium paid. So far so good.  Show details

MLC are criminals – Submitted claim March 2017 through my super company, MLC spoke with my doctor 3 times, he has specified in writing i cannot work, they call today to say it has been declined, no reason given, nuff said.  Show details

Income Protection is Rubbish – Paying for 30 years into 3 in 1 business super was a stipulation of NAB to give us house loan. Sole owner of lawn mowing business. 2017 had aneurysm/stroke. After 7 months MLC have declined payment still haven't heard why...response is always "in due course" They decided to put 3ish thousand back into the super ???????? Not income for us to… Read more

live on... apparently we have been paying into the wrong coverage for 30 years....solicitor said MLC worst company to fight with as they will drain everything from us . MLC WINS

MLC Income protection – I have a serous neck injury. I have had my MLC policy for over 14 years. I have been receiving the insurance payment for 5 months. I have been lied to by the claim consultants several times the most recent last Wednesday when she said it was being paid that day. I had to chase the payment as it was again overdue. They always say sorry, sorry only… Read more

goes so far when you have bills including medical to pay for. I asked are you sure as I have two medical appointments one Thursday and one Friday which will mean my funds will be extremely low if this doesn't come through. Do I need to cancel the appointments ? I was told no its being paid now today. I was also told she would call me if any problems. no call....... At usual nothing arrived and by Friday I had to chase the payment AGAIN. I called my consultant as as usual she wasn't available as she was out of the office. I insisted on staying on the phone until the supervisor would talk to me. In the meantime they found my consultant who said she was out of the office but took my call anyway. She said that my file was still on her supervisors desk. I asked why did she say it was all ok ? no answer and said her supervisor would call me in 24 business hours ???? this is Friday afternoon. I hung the phone up and called MLC and wouldn't let them hang up until I had an answer. No more pretending to call me back....... I asked about the paperwork... Is all ok ? yes she told me.. the problem is that my consultant put in for two months of claims as it was late as a sign of good faith and they were not happy with that..... I said but ive put in for a month. Why can you not pay it and why have I been lied to ? they replied my consultant can explain and they will pay the month claim that day being Friday. Surprise surprise....... nothing has come through AGAIN!!!!!!!!!!!

I don't think they actually understand that the people they are dealing with are not well and have reduced income and medical expenses. plus they lie to you.

I'm taking this to FOS as Ive had enough..

MLC are very poor, but the rest seem to be as bad/time for external controls – I have made a complaint about MLC, a \ [Nik Foorde]. Having been in contact with Senator [name removed] who was interviewed on the recent four corners program regarding Comminsure he has suggested a submission the select senate committee into the financial services industry. The terms of reference have now been extended as follows: the need for… Read more

further reform and improved oversight of the life insurance industry;

whether entities are engaging in unethical practices to avoid meeting claims;

whether a life insurance industry code of conduct is required;

the role of the Australian Securities and Investments Commission in reform and oversight of the industry; and

Any related matters.

The link is:

http://www.aph.gov.au/Parliamentary_Business/Committees/Senate/Economics/Scrutiny_of_Financial_Advice

I'll see you there.

Regards,

Nick Ford FRANZCP

nickford@adam.com.au

0417892113

expensive – I have had an mlc income protection policy for 14 years. I have made 1 claim 11 years ago for 2 months off work. Knee injury. I recently received my premium notice. A 20% increase from last year, add another 10% increase from the year before. That's a massive 30% increase in premiums in 2 years, yet my cover increases at a mere 1.5% cpi aligned. … Read more

Bloody rip off. And the explanation I get...... to quote mlc call centre staff member.. " it's a base rate increase to make sure there is enough money in the pool to cover the increase in claims." My question to her. "Why not penalize those who are claiming instead of those who haven't claimed". Very annoyed and can't recommend mlc. Gold diggers!!! So much for looking after loyal clients....bye bye mlc

MLC have made my financial future much better – I've been with MLC income protection for about 20 years, and had accident 5 years ago. Will never work again. MLC have been fantastic. Usuallly doctor reports are required each month, and MLC now have changed this to annually. They pay on time. No problems. The initial claim process was quick and simple as well

10 years of frustration – I have been with mlc for over 20 years and last 10 years on claim. They have been terrible and would not recommend to anyone as you will end up worse after dealing with the claim - constant pathetic administration by the majority of claims consultants and continuous attempts to get you off your claim. No support and copious amounts of money spent… Read more

to discredit you and your claim A few claims consultants were reasonable to deal with but turnover is very high so they dont last they hardly ever meet their own kpi's, often dont pay on time or right amount. just dont care as want you off the claim. your own doctor is feels pressured by their actions.

MLC are a poor excuse for an insurer – Well, I became disabled, totally at first and then partially. After 4 months MLC attempted to avoid my policies from inception due to them saying I had not disclosed certain information. I took MLC to FOS and won. MLC paid 1 month and then stopped paying again. I now have taken MLC back to FOS but due to FOS having a high case load there has been… Read more

a delay, almost 1 year now. I met another lady on this website, unfortunately for her she developed breast cancer and guess what they did the same thing to her. Lucky her problem resolved not without her nearly losing her house. MLC rate poorly in the industry standard rankings are considered expensive and now my adviser tells me they no longer recommend MLC due to high levels of claim denials, she stated it is a real problem.

Don't go with MLC, I suggest one path or BT – I have three policies of insurance with MLC. When i made a claim for income protection they decided to deny my policies from inception. I took my case before the Financial Ombudsman service. I won. MLC still have not paid my claim. They have asked for information and when it is provided they ask for further information, primarily accounting.… Read more

The final straw came when they asked for the end of financial year reports for 2010/2011 and that period had not even finished yet....

So back to FOS to force MLC to assess and pay my claim.

Over 2 years and I am still waiting.....Fortunately I am only partially incapacitated, I would hate to think how MLC would behave if this were a totally disablement claim........goodbye house.

I have a One Path policy and One Path have been great. I have heard BT are also good.

I hope this helps...

Claims handling or rather the lack thereof...Very unprofessional, Appear to have a very high staff turnover.