Member support programs
Supporting members through complex health, claims and wellbeing journeys requires specialist expertise and coordinated care. Cogent Thinking partners with insurers and organisations to design and deliver personalised support programs that improve member experience, recovery and outcomes.
Our programs are delivered by experienced care coordinators and degree-qualified health professionals who work alongside treating providers, GPs and specialists.
We operate as a trusted extension of our partners’ service models, keeping members engaged, informed and supported from the outset.
Delivered by experienced care coordinators and health professionals.
How we support members
Tailored case coordination
We help members navigate their health, recovery and claims pathways with clarity and confidence. Our team coordinates medical information, documentation and communication between all stakeholders.
Specialist assessments and clinical input
Where required, we arrange in-home nursing support, psychiatric or allied health assessments, and specialist reviews to ensure comprehensive medical information is gathered up front.
Improved claims experience
We streamline the initial lodgement and information-gathering process, making it easier for members to complete their claim and understand next steps.
Holistic wellness and recovery focus
Our programs are grounded in evidence-based health and work principles, helping members understand recovery options and the health benefits of good work.
A proven model in action
In partnership with a major life insurer, we deliver a support program for individuals with mental health conditions who are lodging income protection claims. Our coordinators organise in-home nursing visits to assist with claim completion and facilitate specialist psychiatric input and communication with treating doctors.
This model:
- Makes lodging a claim easier in times of need
- Ensures the right clinical information is collected up front
- Improves member engagement and wellbeing
- Builds confidence, clarity and trust in the claims process
Outcomes for partners
Working with Cogent Thinking to co-design and deliver personalised support programs results in:
Better member experience and early engagement
Faster access to clinical information and assessment
Reduced claim complexity and delays
Improved recovery and return-to-wellbeing support
Programs customised to insurer or portfolio needs