MLC Life rolls out AI-guided mental health support

MLC Life Insurance has announced a new AI-guided mental health support service in partnership with Swiss Re Reinsurance Solutions. The pilot of Wysa Assure, which includes wellbeing scores to “quantify mental health status for improved monitoring”, integrates Swiss Re’s risk expertise and scoring system.

“We’re always looking for innovative ways to improve the total customer experience and that’s why we’re proud to be pioneers in this space and to further complement our award-winning Vivo program,” said Andrew Beevors, chief claims officer for MLC Life Insurance.

“We’re focused on delivering an industry-leading customer experience because we know how important our promise for life is to our customers, often at the most challenging times. Our ‘here for you’ philosophy means offering a personalised, caring, and supportive response.”

According to MLC Life, Wysa Assure includes an AI chatbot that is built on cognitive behavioural therapy principles, which the insurer said is “clinically proven to improve symptoms of depression and anxiety”.

The app integrates self-care modules and MLC Life Insurance’s broader Vivo support networks and utilises built-in crisis escalation pathways to human care that can be triggered during the AI conversation, or by the user selecting an SOS feature.

A recent Wysa report found that a third of working-age Australians currently suffer from moderate to severe depression or anxiety, with 46 per cent not accessing support, due to embarrassment, perceived cost, or the inability to self-diagnose need.

“Wysa Assure is more than a mental health tool, it is an AI companion designed to assist anyone navigating life’s challenges, without them having to self-identify their needs or overcome stigma and come forward for help,” said Ramakant Vempati, co-founder and president of Wysa.

“Our mission is to make mental wellness universally accessible for everyone, and this latest agreement with MLC Life Insurance brings us a step closer to achieving that goal.”

Carl Christensen, head of life and health solutions at Swiss Re Reinsurance Solutions, added: “Swiss Re Reinsurance Solutions is committed to continuous improvement and delivering solutions that are truly customer-focused.

“Wysa Assure embodies this ethos, focusing on enhancing mental wellbeing. It delivers risk-based scoring and reporting to insurers, underscoring the profound benefits that mental health management can introduce to their businesses.”

Wysa Assure is available to existing and new MLC Life Insurance retail customers through its Vivo program. Additional features include stress-relief programs and therapeutic techniques, as well as on-demand exercises and a wellbeing score to help users maintain focus on their mental and emotional health.