Pathways: Setting goals, building trust, accelerating recovery
Start Date
1 February 2026
End Date
8 October 2026
Project Participants
Status: Completed
Opportunity
Australians experiencing mental health-related income protection claims often face complex recovery journeys involving multiple stakeholders and support services. The sector identified an unmet need for those on claims to set meaningful personal goals and increase autonomy through the recovery journey.
The project was an opportunity to co-design a digital readiness and goal-setting platform, Pathways, that aims to improve outcomes for life-insured customers experiencing mental ill-health while on income protection claims.
Project Objectives
The Pathways project sought to:
- understand the drivers of poor outcomes in mental health claims, where complexity, delayed engagement, and unrecognised psychosocial barriers often remain obscured
- co-design the Pathways platform in partnership with health consumers, insurance sector and rehabilitation service providers to ensure the platform is accessible and aligned with the real-world needs of users navigating recovery and insurance systems.
