Yo what is going on guys it is your boy Yogge here and welcome to a new Call of Duty
video so as you guys can see already I already roll the intro because I just
wanted to start out videos today kind of like how I used to do or I don't know if
I used to do this or not but this is how Call of Duty videos used to do it I just
jumped into a game play like this so that's why I'm doing it like this today
the reason is because we're on an old-school map so we're gonna do the
old-school way of starting videos so that's mainly the reason why I did it
but as you can see guys we're on the modern warfare 3 resistance map so I'm
gonna be talking about a lot of things in this gameplay but first of all guys I
want to talk about this map so this map is good it's the model for the resistant
Maps how can it not be good right but this game I feel like it's just not
meant for this game I mean look people over there already hold it let me see if
I can pick this guy up okay so all I want to say first guys is I want to talk
about the DLC map pack in general like a whole review of what I think of the map
pack now this is just like a first impressions type of thing this isn't
like a real serious review cuz I've only played all the maps once and yeah really
only two of the maps one since I played this game during mono for watches turned
on them way I played his game there at this map there I'm on over at 3 so this
isn't really nothing new to me but the other two maps were brand new
anyways so my first impressions of the DLC map pack is it's alright just like
the game I mean it's nothing special there's nothing super super good I mean
I don't know it's it's hard to explain it how did I die I'll give it to you
guys like this okay it's a it's a good map pack but honestly all these maps
should have been in the game from the start like for example this map I
understand it's a remake so I guess that makes sense for it to be in the DLC map
pack but literally the other two maps literally have the same like what's it
called you're in the same place as you were in the campaign so for example the
campaign there's this one mission where you're in like a dark forest and then
you see like a compound of German soldiers and he try to go and fight them
and literally that part of the campaign they took part of that and they turn it
into a map I put in the map pack usually on a cold early game first of all they
were adding more maps in this game has and they would do that for you know
original Maps not for math packs map packs is something to you know go in a
different direction with I mean it could still keep it related to World War two
and a map pack but they could just you know have more creative idea with it so
that's why I think these maps should been in the game also because obviously
only has ten maps yeah guys so honestly I feel like he's mentioned a man in the
game from the start that's why it's like nothing crazy to me what I think of the
other two map is the one with the forest what is it called uh I forgot what it's
called but you know the the map with the German compound and the forest that one
it's literally just a cluster shit of so much stuff I can't even explain it
these maps are very much diverse than the original maps in this game obviously
the original mass in this game are very boring in general you know bland you got
three ways to go and that's it for example anthropoid that's the map where
you're in a like on a bridge kind of and this bridge has water under it and then
you can move across the boats to get to the other side faster and just oh my
goodness and just you know I had stuff like that's where it makes it you know
interesting to play on a map now the one with the four is that is something
different entirely that map is just weird in general like I don't know why
the spawns have to be so damn big if you plan on map you'll know what I'm talking
about right now like obviously you guys will like it what the hell you talking
about but when you plan a map you don't know what I'm time I was kind of like
playing on it's kind of like playing on us Texas if you really think Matt like
the back of the maps are so damn huge in the middle is small I don't know why
they do that with their maps like such a murmur didn't do that back in advanced
warfare whoever their match designers for this game needs to just quit in
general it's alright I mean it's nothing crazy but it should have been in the
game from the start so guys there's some resistance gameplay for you guys and
that's what I think about the map pack tell me what you guys think in the
comments down below guys I guess it'll be for this video if you guys know
recently like myself you know yeah I'll see you guys on the next one
I know your product back understand ain't none chain with the package shine
package am I know they gotta feel my plane I'm a dumb birds on a hillside and
everywhere I go they know my name cuz I be repping a post it with the game poor
with the game
For more infomation >> COD WW2 DLC 1 OCCUPATION/RESISTANCE REMAKE GAMEPLAY - WW2 DLC 1 REVIEW - Duration: 4:20.-------------------------------------------
Top Ten Christian Apologists - Duration: 15:15.
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Gary Cohn: Trump to lay out key infrastructure initiatives - Duration: 5:29.
For more infomation >> Gary Cohn: Trump to lay out key infrastructure initiatives - Duration: 5:29. -------------------------------------------
হার মেনে নেবার আগে একবার দেখুন || never give up || motivational video in bangla - Duration: 8:05.
For more infomation >> হার মেনে নেবার আগে একবার দেখুন || never give up || motivational video in bangla - Duration: 8:05. -------------------------------------------
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Trump Admin Pushing to Make Welfare Recipients Work for Food Sta - Duration: 4:04.
Trump
Admin Pushing to Make Welfare Recipients Work for Food Stamps
The Trump administration wants Congress to implement additional work requirements for
food stamp recipients.
On Wednesday, the Department of Agriculture released a document detailing what principles
should be part of any farm legislation Congress comes up with.
In the document, USDA noted that it supports �work as the pathway to self-sufficiency,
well-being, and economic mobility for individuals and families receiving supplemental nutrition
assistance.�
Speaking Wednesday at an event on a farm near Mifflintown, Pennsylvania, Agriculture Secretary
Sonny Perdue discussed the importance of increased work requirements.
He said the Trump administration is trying to discourage a �lifestyle� of dependence
on the federal government.
�It�s evident that there are able-bodied adults without dependents who are on the food
stamp program, who we believe it is in their best interests, and their families� best
interests, to move into an independent lifestyle,� Perdue told reporters, according to Bloomberg
News.
�During the last downturn, it became a lifestyle for some people.
We don�t want it to become permanent.�
The Trump administration did not say whether it plans to cut funds for the Supplemental
Nutrition Assistance Program, which covers roughly 46.5 million people.
But work requirements could be one way to save money under the farm legislation outlined
by the USDA.
In 2015, the department said that 57 percent of working-age adult SNAP recipients either
had a job or were seeking to find one, while 22 percent claimed they could not work because
of a disability, the Washington Examiner reported.
The Trump administration has previously taken steps to cut dependence on welfare programs.
In August 2017, the Department of Health and Human Services ended an Obama administration
policy that allowed states to exempt poor people from having to prove they were either
looking for a job or getting trained to do a particular task.
�The waiver option offered by the Obama administration is being replaced today by
an expectation that work should always be encouraged as a condition for receiving welfare,�
said Steven Wagner, the department�s acting assistant secretary for children and families.
Moreover, earlier this month, the Centers for Medicare & Medicaid Services said it would
allow states to impose work requirements on Medicaid recipients.
�Medicaid needs to be more flexible so that states can best address the needs of this
population.
Our fundamental goal is to make a positive and lasting difference in the health and wellness
of our beneficiaries, and today�s announcement is a step in that direction,� said agency
administrator Seema Verma, according to CNN.
But this move prompted backlash, with three consumer advocacy groups filing a lawsuit
in federal court Wednesday after Kentucky became the first state to require many of
its Medicaid recipients to work in order to receive benefits.
About 75 million people nationwide are covered by Medicaid.
What do you think?
Scroll down to comment below.
-------------------------------------------
Amazing Spirit Communication Session Reveals what happens - Duration: 4:26.
Amazing Spirit Communication Session Reveals what happens when you die
This video is taken from a recent Paranormal investigation of a South Wales Pub, where
multiple reports of Paranormal activity have been documents by both customers and Staff
alike.
Strange orbs, caught on the security Camera, objects moving by themselves and all manner
of phenomena had been reported leading them to ask us to investigate.
The spirits were quick to make their presence known after we got to the location after hours.
Producing 2 possible EVPs and effecting several members of the investigation team.
Some of the mediums picked up on spirits that tied in with the local history, with a general
feeling that our presence was unwanted.
Our first experiment of the evening was using a device known as a ghost box, a modified
radio that sweeps both the FM and AM frequencies at a high rate.
It is thought that spirit can manipulate the audio coming through the device to give intelligent
responses to questions asked.
Creating effectively a live real time EVP.
(Electromagnetic Voice Phenomena).
What you are looking for is intelligent responses to questions asked, using such test questions,
as tell us the next number in sequence, or give us a name, we establish what we feel
is a connection.
The responses, seem desperate and on times downright hostile.
Other simply asked for our help.
In response to the cries for help, we performed a clearing, where we ask the spirits to reach
out for the ones they love, reach out for what they feel is love or God.
(What they believe is God, not in the biblical sense), and the responses we had from this
point on were truly breath taking.
They describe a light that builds within them, and a light that appears around them, as bright
as the sun, growing in intensity, surrounding them with love.
They then have glimpses of the life that they had, and the resolution to the things that
have kept them grounded on the earth plane.
Knowing that the people who wronged them, will have to face up to what they have done.
Knowing also that they will have the opportunity to come back and give life another go if they
so choose.
We also pick up on another presence which seems to be guiding the spirits who choose
to go over to the next world.
asking them to let go of the negative feelings that are holding them back.
One exchange being
"Let go of your guilt" "I cannot hold on"
"Then let go"
From our investigations, we have found that spirits can become grounded for several reasons,
but mostly it is due to something traumatic that happened to them either during or at
the end of their life.
They then become trapped between worlds, outside of time, until they find ways to communicate
with either side and get the help they need to move forward.
If what these responses are saying is true then is the process of moving from the earth
realm something like this.
You have the choice whether or not to go over You see a light building inside you
This light resonates itself with one that presents itself around you, like a door way.
The light within and without has a healing effect, helping you to see beyond your life
situation Guiding spirits and loved ones, come and meet
you, you can see where you belong.
Leading to your eventual departure, knowing that what you have been through was not for
nothing, and You get the chance to come back again if you
so choose?
What do you guys think, again this is our opinions and research but always good to see
what you guys heard from the responses in the video above.
Jared Paranormal NOw
See the video clip from the source article link below in our description
-------------------------------------------
Week #3: First Bath! (And a Heart to Heart Talk) ⎮ ASL Stew Life - Duration: 12:22.
(cat meows) ♪♪♪
- Good morning!
Cinnamon rolls for breakfast.
Just kind of chilling out, enjoying our Sunday morning.
Just gave Leon his medication.
So that's good.
Yeah just chilling out.
♪♪♪
- So right now we're in Target.
Just kind of pushing around Mikko for the first time going out.
So hopefully we're back home soon because we've been out quite a long time now.
So we're going to the doctor's appointment.
It's his two week check-up.
He's actually two week and three or four days.
So almost three weeks, but anyways
we're gonna do that and then we just have a few things to pick up.
Then last day for grandma being here.
Then tomorrow she heads out. So that's it!
♪♪♪
So right now it is the last night for Jenna's mom.
So just kind of looking at photos and
Mikko's been doing a good job sleeping.
The two of us just recently took a nap which was really nice.
Yeah, just chilling out watching umm...
the British Bake Off show.
Whatever it's called, but it's really good.
We're on the second season. So watching them... cool.
That's about it.
♪♪♪
- Good morning!
Yesterday didn't film much.
Just kind of chilled out most of the day.
We had a doctor's appointment and everything was fine.
He's gaining weight. He's 8 pounds, 3 ounces now.
So awesome!
Other than that just chilled out at home and...
he's doing really well.
He pooped like twice yesterday which was really good.
We're gonna change him soon... his formula.
Hopefully that will work out okay.
Right now, poor thing, grandma has a migraine.
So we're just letting her rest, but yeah
Mikko did really good overnight.
We changed his sleep routine, I guess.
It's not really a routine, but I'll explain more later.
Maybe in an update. But he did really good.
Just chilling out and having breakfast soon.
Hello...
right now...
I've been crying and grandma's been crying.
She just left and Jenna dropped her off at the airport.
So she's with her now,
but she started crying so I started crying.
Anyways, Mikko is over here.
I didn't think that I would cry
but of course I did.
I just.. blech.
Hopefully it will fade soon,
but I just feel so bad for her having to leave.
She probably won't see him for a good few months.
But I wish we could live close to family,
but we can't afford to move.
It's really expensive and we have good jobs here.
Maybe one day later if we become famous on YouTube
then we could, but.... oh well.
Umm yeah I'm just gonna chill out now and try to calm down
and take care of the babe. Wanna see him?
♪♪♪
Sometimes that's all you can do...
up and down and up and down
because he's crying. (laughs)
♪♪♪
Right now I'm in the car by myself.
All alone, no baby, no Jenna.
Just went to the PO box and I'm getting gas.
So right now I'm heading back home because it's been too long.
It's been like 15 or 20 minutes.
So that's enough.
Going back home.
Did my goal for today.
♪♪♪
Sorry it's bad lighting but I'm going to the dentist right now.
I went out again without Mikko.
So it makes me a little nervous.
I really don't like the dentist.
But anyways I forgot to brush my teeth before I left, so great.
Woohoo, everything's so great. Ugh!
Hello... i'm eating an apple... and Mikko.
Yep, we just gave him his second bath which went much better.
I actually sat in the bath with him.
He did good. I mean he didn't like it cause he was cold when he got out,
but other than that he did really good.
And umm... just resting.
Mmhh
Is he awake?
Nope. Hopefully he stays sleeping.
Friday night party... woo!
Trying to bond...
I'll explain more later.
Okay I'm gonna include this in the vlog.
I kind of wanted to have a heart to heart chat.
Umm... I want to be honest about what's going on in our lives.
So Mikko is cute yes,
but I want to be honest about the struggle that I've been having.
I mentioned about, in the 1 week update, with the breastfeeding problems.
We had decided to give up breastfeeding and go ahead with formula feeding.
Umm, but then recently, a few days ago
like a day and a half ago,
I really was having a hard time, especially last night.
Pretty much had a sob fest
and a breakdown, a mental breakdown. I don't know.
Ummm... because
I still have this guilt about not trying to breastfeed again.
I read online you can try and breastfeed again.
So like maybe two days ago I decided
I'll give it a try and see if I can breastfeed him a little bit.
I know it wasn't the best decision but I thought I would try, right.
Umm so I did, I tried.
He latched on and everything
and I tried, but it hurt a lot.
I tried to pump and that hurt A LOT!
I didn't get anything.
I tried some pills, and then today, like two days later
I'm still trying to breastfeed him but
I was in so much pain. Like literally I was crying.
I just felt like he liked it and it was comforting for him.
But...
I just felt so guilty and at the same time you know it's like
I just felt bad for him because
I'm trying to breastfeed and "breast is best"
and I want it.
So I tried, but you know it's not easy.
And um...
if you decide to so to speak "give up" you're not alone.
I made the decision now the second time that I can't breastfeed.
It's just not worth it for me.
I'm crying all the time and for mental health reasons it's not good if I try.
I guess I just want to be honest about that.
I've been struggling and it's still hard for me.
But umm...
I need to make that decision
cause it's best for all of us
and it's not just what dream I wanted.
I don't know why I'm telling you this
but I just wanted to let you know my life's not perfect
and if you have a new baby and you can't breastfeed, it's okay.
And umm... he'll be okay.
I mean look, he's fine!
So anyways, I just kind of wanted to tell you that
and let you know what's going on in my life.
I think it's the right decision
and I'm not gonna try again.
I think it's just the best decision.
So yeah that's it. Just wanted to let you know.
♪♪♪
-------------------------------------------
CHAMPIONS | Official Trailer | Get Ready for Champions! - Duration: 2:02.
For more infomation >> CHAMPIONS | Official Trailer | Get Ready for Champions! - Duration: 2:02. -------------------------------------------
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Прогноз руны дня на сегодня 31 января 2018 года от Наталии Рунной #рунныймаг - Duration: 2:38.
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Hotel Central Fifth Avenue en Nueva York, Estados Unidos, América del Norte - Duration: 5:02.
For more infomation >> Hotel Central Fifth Avenue en Nueva York, Estados Unidos, América del Norte - Duration: 5:02. -------------------------------------------
'Peace of Mind' Podcast - Episode 2 - Mental Health Conditions In Australia - Duration: 13:36.
Hello and welcome to your Peace of Mind podcast.
I'm Elayne Grace.
Insurance is part of the economic infrastructure of our society.
It tries to give people peace of mind; to protect them from life's uncertainties,
but is it helping people who suffer mental health problems?
1 in 5 Australians are affected by a mental health condition in any 12-month period.
While insurance coverage is available, there are complex challenges including subjectivity
in diagnosis, lack of reliable data and an ineffective regulatory framework.
Last week, we discussed some of these challenges with Geoff Atkins - co-author of our new Green
Paper on Mental Health and Insurance.
Lucy Brogden, Chair of the Mental Health Commission, helped us launch that Green Paper, and she
joins us now in the studio.
Welcome, Lucy.
Thanks for having me It's easy to get caught up in the challenges
that mental health conditions present to the insurance industry, but there are a lot of
positive initiatives going on.
I think that's what our Green Paper tries to do, basically encourage a collaborative
approach towards improvement.
What are your observations?
Thanks, Elayne.
Well I'd like to congratulate the Institute of Actuaries on this Green Paper.
I've been involved the mental health insurance conversation for at least 12 years, and for
me this is a significant sign of progress and collaboration with the mental health sector
and insurance, and actuaries being able to sit down and have a conversation and pave
a clear path forward.
The paper has some great recommendations and areas of focus, and I hope to see real change
off the back of it.
That's great.
Lucy, you are Co-Chair of the National Mental Health Commission, can you tell me a little
about the Commissions role?
So the National Mental Health Commission, by its name, we're federal organisation;
we have jurisdiction across federal aspects of mental health policy.
We were established in 2012 and report both to the Minister for Health and the Prime Minister.
We have quite a broad remit but our key stakeholders are the people of Australia and particularly
those experiencing mental ill health, and those that love and care for them.
We work on a contributing life framework to make sure that all Australis have that basic
human right of being able to "thrive, not just survive" and participate in their community
and have connection to family of choice.
So you'll have seen quite a significant change in that whole approach the way society
deals with the issue?
Absolutely, we have come long way and of the things that I try and do as the Co-Chair and
a Commissioner is to promote the strengths of the system, and look I'm not saying it's
perfect, it's far from perfect, but quite frankly if you have to be mentally unwell,
it's much better to be mentally unwell today and struggling than it was 10 years ago, 20
years ago and beyond.
So, we have made great progress.
Progress around medications and treatment progress around understanding and supports
within the community, and progress with generally just understanding that this is something
that people can make a good recovery from, that they can feel well supported and safe.
Can you tell me a little bit about the distribution of mental health within society?
Sure.
So mental illness covers quite a broad spectrum.
At the very far end of the spectrum, we have people who really experience severe psycho-social
disability and for them, they're well supported through programs like the NDIS and we're looking
to see how that plays out, along with many others.
Then we have people that sit a bit further down the spectrum with things like schizophrenia,
eating disorders, severe illnesses, often episodic, who may need some hospitalisation
and somewhat acute systems, and there's about 650,000 people sitting in that bracket.
Then if we come up towards the middle, we have around three million Australians experiencing
mild to moderate mood disorders, that can give them some impairment at various times
in the year, but are probably able to hold down a job, and participate reasonably well
in community and family.
But what we know is that there's probably around 20% of the population experiencing
a mental health issue at any given time.
It's a lot of people, this isn't a minority issue is it?
No it's very mainstream How will the Government's Fifth National
Mental Health and Suicide Prevention Plan (announced in August this year) do you think,
deliver tangible benefits to the lives of people living with mental health issues?
The Fifth Plan, as it's affectionately known, is actually quite a change from previous plans.
Firstly, this plan that - the Minister incorporated suicide prevention into the plan for the first
time, and that's a great initiative.
Previous plans have been very broad and tried to be all things to all people.
not so targeted Not so targeted, and what we are liking and
supporting in this plan is it's trying to focus down on some key areas of opportunity.
Some people I think may feel that it should be a bit more focused at the treatment end,
but at a Commonwealth level, and at the state level, some of the basic building blocks haven't
been well developed.
So data is a key theme in this plan and that's something that's really important and particularly
important for the insurance sector.
And how important you think insurance is?
Obviously, it's only one part of the system, but, to support those facing a mental health
disorder?
Insurance is a key part of the conversation that we're having and in our person-centred
approach to mental health we have the insurance sector sitting in one of those bands of significance.
It provides support to those people who have had to leave work through private health insurance
- it provides access to care.
The Ministers recently announced a review and some fundamental changes there which I
think are quite welcome, it's going to be a challenge for the sector to respond to that
but directionally I think it's a positive way to go.
We have some concerns currently that there may be barriers to help seeking, but equally
we're pleased to see that the sector is open to dialogue and conversation around this
topic.
We can see how much collaboration is needed and at least if there is the energy and commitment
to do something that's a great start Oh absolutely
One of the challenges for insurers is the lack of reliable data.
In 2014 the Commission recommended "national targets and local organisational performance
measures" to be implemented.
What reliable data do you think we have regarding mental health on a national level?
We have some good data, but we certainly need to gather more – well actually gather more
is the wrong phase - we need to access the good data that's out there, but it's often
very siloed data and so through the Commission's work, we've done some interesting data linkage
projects with the Australian Bureau of Statistics, but we're also looking to work with various
sectors around the data that they have, and looking forward to collaborating, particularly
with the insurance sector on the data that they've got and how we can help analyse, and
link that to our project data as well.
One of the things I guess we're very keen for as well is sometimes to make huge big
changes to the insurance system can be difficult, but can we not even do more of a project base
so that actually that can just kickstart it, rather than wait till we have all the data
in four years and stuff?
That's right and so the Commission is working with Department of Employment and CommCare
on some data and pathways mapping project which I think will be quite exciting.
Yeah, we were very pleased when we did start the research of this Paper as well, just how
much studies were out there you know that we don't all know about it.
So I think even just you know that one place where everybody kind of stores the data and
so that there's more awareness is really useful.
Also at the end of the day, mental health is all around people, and can you tell us
about this person-centred approach, as this was really a fundamental principle guiding
the Commission's recommendations and I think it's something we're encouraging as well more
in the insurance industry to, you know, put people at the centre focus.
Yes, it's interesting when we tell the person-centred story that most people assume that that's
what happens and that how it is.
If we just do a quick plotted history of treatment in mental illness the patient has not been
at the centre of that treatment.
It's been very much a medical focus, psychiatrist led or acute care dominated process, and today
we respect that the rights of individuals to seek the care that they want and feel they
need, and factor that with developments in things like technology that allows people
to keep their own records, their own data, and work out who they wish to share that with.
We also know that there's good evidence that when the person feels that they're in charge
and in control of their treatment and recovery journey, they do much better, the outcomes
are much stronger.
So, it puts the individual at the centre of and giving them some choice around treatment
but it also recognizes the supporters and variables that will impact on their recovery
journey.
So we recognize the role of friends and families in the support network, we recognize the role
of workplace community schools, the insurance sector, employment, education departments,
housing is a critical function of that person-centred role.
Yeah we've seen that change I guess through coming through NDIS as well where, in some
ways, it was interesting the conversations with the workers' compensation insurance providers
where that whole new approach I guess in NDIS has really changed there the conversation
- which is fantastic.
I think the conversations changing we need to keep the practice changing at the same
pace as the conversation and I think what we've seen on some of these issues is the
expectations have been raised and we have to be able to meet that new expectation.
Yeah that's a difficulty ¬¬¬ because it's complicated again, it's not easy, you need
qualified people who are really committed.
Could the Commission contribute to some progress in changing some of the relevant laws around
mental health claims to improve outcomes and make dispute processes perhaps more sensitive
to people experiencing mental health issues?
I think there's two elements to that question Elayne.
We are more than happy to support the industry in terms of lobbying for some of the regulatory
and legislative change that's required and we're having some of those conversations at
the moment, and welcome input from others on that.
In terms of the dispute management, I think a lot of that comes to education of all players
and that's a function that we feel we have: is providing some of that opportunity for
conversation and dialogue to inform the education changes.
Some of that comes down to some fairly fundamental pre-service training in a lot of areas, not
just allied health and health sectors, but even for our lawyers and our accountants and
our actuaries potentially, is to understand the social determinants of health and their
professions role in that social determinant of health - not just mental health but for
physical health as well Yes it's taking an interest in it and actually
I guess developing your business skills or your business attitude.
So many of us I guess just go into work, you're very busy and you don't actually take the
time to actually think how can we make the situation better and I guess that's what really
asking people to do to think fundamentally about 'what the insurance is', how we
interact and to make a conscious decision to learn and improve.
That's right And I guess the importance of collaboration.
Can you tell us about anything about the Commission's collaboration stories, have they collaborated
with others to improve its reporting, who are they working with ultimately to deliver
better outcomes?
Sure, collaboration's important to us but it's actually essential for us because we're
a small unit a small organization we only have about fifteen staff.
But also, co-design of what we do is an integral element of our approach and co-design is not
consultation, it's actually sitting down particularly people with lived experience.
And one of our operating philosophies is that a lived experience person needs to co-chair
every piece of work that we do and all their working groups.
To that extent we've done some interesting work on an 'Equally Well Consensus Statement'.
One of the things we know about people with mental illness is often their physical health
is not addressed simultaneously and so we've developed an 'Equally Well Consensus Statement'
to try and inform the health sector, the allied health sector around ensuring that that they
look at the whole person in the treatment strategy.
We've also got the Mentally Healthy Workplace Alliance which is an initiative of the Commission
looking at how we can best help employers and employees improve their mental health
and wellbeing.
What we found is that most organizations appreciate that the significance and importance of this
topic they're just not sure what and how to do it and so it's trying to develop toolkits
and opportunities for people to develop that piece of work.
We've done some interesting work around seclusion and restraint practices in clinical care,
which is a very important human rights issue, and developed some guidelines around that
and starting to now analyse the data around, to ensure that those practice guidelines are
being implemented.
We've had some headline issues where bad practice has been occurring still, but the trends are
for improvement, and that's powerful to have that data to show the behavioural change.
Yeah that's great.
Yes, we certainly agree collaboration is key and that's certainly what Actuaries Institute
is keen to do, work with the National Mental Health Commission, other industry, consumer
and advocacy bodies, to ultimately improve outcomes for people experiencing mental illness.
At the end of the day it's really about the people - making their lives better.
Lucy thanks so much for joining us today, and for obviously launching our Paper.
Your insights have been extremely valuable as we continue this important discussion that
we look forward to discussing with the in the future
Thank you very much You're listening to your 'Peace of Mind'
Podcast for the Actuaries Institute.
That's all we have time for in this episode, I hope you enjoy the show.
Join us next time when we'll be speaking with the C.E.O. of TAL on the products that cover
mental health and how improvements can be made.
I'm Elayne Grace, bye for now.
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SƯƠNG LẠNH CHIỀU ĐÔNG|Nhạc Sống Miền Tây|Ban Nhạc Điện Tử Sơn - Duration: 5:00.
For more infomation >> SƯƠNG LẠNH CHIỀU ĐÔNG|Nhạc Sống Miền Tây|Ban Nhạc Điện Tử Sơn - Duration: 5:00. -------------------------------------------
Suraj On: The Immigrant Spirit - Duration: 0:57.
there's something really special about growing up first generation immigrant
you are straddling two worlds so I growing up we'd go to football games whether or not
anyone understood what football was we just knew this what you're supposed to
to feel a part of you know just more part of the American fabric
it's incredibly humbling to come from a family of immigrants and be able to then run for
office in this country but it's also incredibly empowering
that's what immigrants do I was given the opportunity in 2015 after working
to fly back on Air Force One nearly 40 years ago that my family left all on merit
without sort of connections or anything we just did the work that's what this
whole campaign is about is about imbuing in every single voter and every single
person that city the agency to to change their future
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'Peace of Mind' Podcast - Episode 4 - Mental Health Insurance Claims - Duration: 25:31.
Hello and welcome to your Peace of Mind Podcast.
I'm Elayne Grace.
Insurance aims to give people 'peace of mind', but how well does it protect people
experiencing mental health problems?
At the Actuaries Institute we're talking with consumer and advocacy groups, insurers and
the industry bodies to identify how improvements can be made.
The problems raised by mental health conditions in the insurance sector are many and complex.
In this episode, we'll ask the experts how improvements can be achieved, from product
definitions and design to expert neutral evaluation.
All this and more on Peace of Mind, your Actuaries Institute Podcast.
With mental health awareness on the rise, there's no doubt the insurance industry must
respond to the changing needs of its customers.
We need to explore products and services that meet people's needs that are also affordable
and sustainable.
Today we welcome back Geoff Atkins principal of Finity and co-author of our mental health
Green Paper.
Welcome back Geoff.
Thanks Elayne.
Geoff, how can improvements be made?
What areas should we be investigating further?
Elayne it's a big and difficult topic.
It sure is.
I learned such a lot during helping prepare the Green Paper, and I feel like I don't know
what I don't know, so I'm very cautious about saying how improvements can be made and where
and so on.
We did ask a lot of questions and we listened to a lot of people and we read a lot, so we're
trying to give some sort of guide about where the real experts can invest their time for
a good outcome.
It's fair to say that a lot of their suggestions you put in the paper have really come from
your conversations with the stakeholders and in written material that you've researched.
It's really drawing on a lot of the expertise externally as well.
Insurance contracts are technical and complex, can we make it a more usable definitions and
criteria that deal with a particular circumstances of mental health conditions?
Definitions that were not derived in respect of heart attacks or strokes or broken legs,
but things that are more specifically reliable.
Can we have inclusions in products that focus on wellness and recovery beyond just financial
payment?
How does insurance contribute to people's recovery and wellbeing in ways other than
only money?
It's arguable that large lump sums are not especially useful in respect of mental health
conditions, for example, out of the superannuation fund.
Would it be better if there were time limited income streams, which were integrated with
other mechanisms to support recovery?
Enable people to retrain, get back to a productive life in a different area and not have to spend
their next year and a half arguing about their lump sum insurance claim.
Yeah.
It's a simpler process always to give money, but it doesn't always actually help the person,
that's ... Perhaps as much in this area as any part of
the research deals with that kind of topic.
It's challenging, it's morally challenging, but if one doesn't understand it and tackle
it, one's missing the point.
Yeah of course.
Similarly, I guess with product definitions, often you can actually buy a product for a
long period of time.
The idea with product definitions is, they're there to protect people, so that the cover
is guaranteed and insurers can't get out of that cover.
Of course that's really difficult when mental health when you're having developments all
the time and society you know asked you to changing.
It's a really good example, where the social systems that we have, legal systems don't
really quite work well in this situation.
For example, I think many superannuation funds would really like to change the offerings
and the definitions that they provide their members.
The law actually makes it extremely difficult to do that.
Even more so with life insurance contracts, it's probably illegal for the insurance company
to change it, but it can be done in little ways, but wouldn't it be a good thing if it
could happen in a way that actually protects and helps the consumers rather than being
stuck with something that was written 40 years ago?
Yeah, so the law that's out there to protect consumer can sometimes actually be a hindrance.
It can.
Having said that of course, for some people it's not good, because obviously there for
the mental health conditions aren't covered so well.
Of course that can also have increase impacts on increasing affordability and other issues
I guess.
It's the fine balance of insurance between offering good protection at an affordable
price in a sustainable system.
That's exactly it.
That balance doesn't have a single answer.
It can be different in different environments, and I don't think that we've been particularly
good at aligning groups of products that sit in different places on that balancing spectrum,
and certainly the problems with the superannuation funds and the group insurance.
The life insurance companies that issue those products, they have lost a very large amount
of money over the last five years.
Mental health claims are not the only cause to be clear about that, but they are a significant
part of the issue.
If the products are covering an awful lot more claims from mental health conditions
than they were 20 years ago, A, do you work the price up, which has been happening a lot?
Yup.
Or B, do you try and tailor or reduce the coverage somewhat, not necessarily only for
mental health claims?
I guess that's what a commercial market aims to do, to find that balance.
In terms of underwriting guides, what advances or changes do you think could be improved
there?
Well, in lots of types of insurance, not all, when a person applies for their insurance,
they need to give various information about the risk level that they represent, and the
insurance company needs to make a decision about the relative risk.
There are very well established medical underwriting guides, tremendously sophisticated books about
probability of certain events arising after a cancer or after a surgery of a certain kind
or with diabetes.
Those things don't exist in any consistent quality way in respect of mental health conditions.
There are some and people are working on it, but for example, a comprehensive and reliable
and trusted guide to subsequent risk levels, responding to various mental health conditions
would be very useful in helping the insurance companies make an assessment.
Advise their customers to what their decision is and why, because people do a lot better
if they understand why decision's been made than just being told no.
I think there are many insurance companies that have a difficulty with that in respect
of mental health and therefore have been shying away from offering it.
I think travel insurance is a classic example.
Yeah, and obviously we've seen recent changes there.
Tell us a bit more about that.
Well, most travel insurance products sold in Australia have a blanket exclusion for
mental health conditions.
If I'm travelling in Canada and I get run over by a car, the travel insurance will pay
for my hospital care, will fly me back home.
If I have a psychotic episode, the travel insurance policy provides nothing.
Simple exclusion, they just don't want to go there?
That blanket exclusion.
Now, of course we've had a very high profile case in the, an anti-discrimination case about
exactly that.
The finding of the tribunal was that that was illegal discrimination, and so a lot of
the travel insurers, in fact some have already announced the product changes and that's being
actively worked on.
They're in exactly that situation, where they need information.
They need knowledge and data, which at the moment doesn't exist.
In fact, that little example about the visit to Canada, that's actually a real live example
of the decision that was made at the Financial Ombudsman Service only quite recently and
this man did it.
He never had a mental health condition before.
He had a psychotic episode, for which he was hospitalized, sectioned if you like in the
Australian jargon.
He had to cancel the rest of his trip.
His parents flew to Vancouver to bring him back home and the insurance company said correct,
technically correctly in terms of their contract, "No, that's not covered."
The Financial Ombudsman Service said, "Because it's illegal discrimination, it is covered."
Yeah, okay.
Sometimes insurers just want to keep their product simple, but it's interesting communities
expectations change and we kind of say, "Well, we want more cover from you.
We want different products.
We don't want people to be I guess marginalize and how can you actually make that work?"
I guess that's why it's so great sometimes to see insurance companies actually taking
it and leading and doing that maybe leap of faith in trying to advance their product,
even though they don't have all the data, they don't have everything sorted out.
Look, it would be completely unfair to say, "Oh the insurance companies are dreadful and
they're not doing anything and they don't care."
Yeah of course.
That would be completely wrong.
Yeah.
The reason that I think the Actuaries have gotten involved with this is because many
of our members and many of the people that they work for are genuinely struggling.
In that situation, the focus needs to be on how can we do better.
If the answer's very easy, we would have already done it.
When a person applies for insurance, how does an insurance company deal with potential risk
levels arising from mental health?
At the moment, that's an example where I don't think we're very good at that.
Looking at the claims side, what specialized skills do you think we need?
How do you think we can improve it?
Well, look, insurance, when you make a claim, that's when the rubber hits the road.
Insurance collects up relatively small amounts of money from a lot of people, to form a pool
from which quite large amounts of money can be paid to the few who have the unfortunate
circumstance that the insurance is designed to protect.
The payers have a percent of the premium is that quite high?
Typically, a person who's had a medical condition has a comprehensive report from a treating
doctor with evidence.
It's most of the time not that difficult to provide that information to the insurance
company, and for the insurance company to either make an assessment from that or if
they need to ask their own medical advice, some of them have doctors on their staff.
For a mental health claim, it just can't work that way, by the very nature of the situation
that the person is in.
At least a very high proportion of the time, if your mental condition is continuing, if
it were temporary and short term, that might not be the case.
Can an insurance company provide an interface with their clients and potential claimants
that is more sensitive and appropriate to those circumstances?
Now, an insurance company is not a hospital or a medical service or a social service,
but in dealing with their customers, can mental health circumstances be dealt with by differently
skilled staff?
For example, by a specialist team, may be backed up by some specialist psychological
resources inside the company, not only to make a better decision at the end of the day
about the claim, but to actually make the process of making and verifying the claim,
not further damaging to the customer.
Yeah, so I guess like obviously insurance companies paid a lot of claims in mental health.
They did.
A lot of them are processed well, then of course some of them probably do as you say
just by the process alone, cause more grief for the person.
Then of course some are also disputed, because some of them may be whether it's due to pre-existing
conditions or for other issues, by the strict definition of the product, it shouldn't be
paid out.
That's a really difficult message to give a different, a difficult process.
It is and insurance companies every day make decisions of that kind, and from time to time
they make what's called an ex gratia payment.
They will make a payment even though legally they would not be obliged to.
Now, they don't do that likely for obvious reasons, and that also happens in this situation
with mental health claims.
Some of the information that we were able to put together in preparing the paper, showed
that in a lot of, in some of the situations, more than 80% of the claims were agreed and
paid.
That the rate of trying to knock back a claim was no different for mental health claims
than for these quite a few other types of conditions.
Unfortunately, the way of the world is that the person who has a disappointment, has a
grief, has a grievance, a person who has no trouble, never says anything about it again.
Sure.
In terms of the dispute between an insurance company and a claimant, how can we improve
that situation?
Well, in insurance of property, insurance of cars and homes, there are pretty effective
codes of conduct and a pretty effective legal dispute process, alternative dispute resolution
process.
Very, very few of those claims ever need to go to court.
Now, it's fair to say that they're probably often not that large an amount, and it's pretty
different if you're arguing about your car than your body, or your wife or your child.
When there is a difference of opinion between the insurance industry and the claimant, over
whether that claim should be paid, how can we improve that process?
It's a problem that's tackled every day in lots of lots of different situations, not
only in terms of mental health.
There are disputes systems that have been designed specifically to make that more effective,
a less difficult experience, less costly, less adversarial.
At the moment I don't think that those systems that exist are very capable in terms of mental
health.
Sometimes it's different skill sets, sometimes it's different procedures.
Sometimes it's a matter of different communication.
Certainly trying to find ways that are not inherently adversarial.
Yeah, a different approach has to be taken with mental health, that's what we're saying.
I think that's true and in listening to the various experts, and I'm sure we'll hear from
some of the medical experts, some of the psychologists and psychiatrists, many of those I think are
quite distressed about the whole situation.
At the moment, mostly one party brings their own expert report.
Another party gets their own expert report.
Unless they can agree and they often do agree, then you're kind of left, well where do we
go to from there?
Yeah, but maybe talking about the minority of cases here, but for those people obviously
it's a big issue.
Well, it's a minority, but it's a non-trivial number of cases.
Yes for sure.
You're quite right Elayne, that for those individual people, it's a very big issue.
Thoughtful design, which may require changes to laws, probably will require changes to
laws and that's always pretty hard to get over the line.
Maybe a Mental Health Commission can contribute to some progress in changing some of the laws.
It's not like there's a burning platform that means we have to have a massive legal reform,
but there's definitely lots of areas where bits of relevant laws and standards and guidelines
could be improved.
We're really looking for this expert neutral evaluation here, that's what we're talking
about, isn't it?
Well, that's one specific approach.
It's a little bit of a technical term, but it means where the system is designed so that
at a very early stage ... Really, as soon as someone figures out that there needs to
be this evidentiary process, that rather than each getting their own evidence, the whole
system is that from the very beginning you see someone who is expert and neutral for
evaluation.
It's surprisingly little used in our adversarial system.
Yeah.
The people, many of the people that we spoke to just believed it was entirely appropriate
and useful in these kind of situations.
A clinical person who would also give their client suggestions and advice about courses
of treatment, so there's something, you know they're not just investigating you and trying
to decide whether you're telling a lie or not.
Will prepare a report, which goes to the individual, to their treating physicians, to the insurance
company and, which forms the basis of a binding decision.
Early treatment focused on recovery I guess that also can assist here, where rather than
it being a long delayed process before it is determined whether a claim is being paid
out or not we can change that focus?
Early intervention is such a frequently used term, that one almost stops thinking about
what does it mean.
In this area it's just as applicable as anywhere.
I don't think I've heard a clinical person say otherwise.
In the insurance structures that we have, it can take months before an insurance company
becomes aware that there is a customer of theirs who may be suffering from a mental
health condition and may subsequently make a claim.
Yeah.
In terms of the insurance part of the system, there is often just no opportunity to offer
any support, you're kind of mopping up after the horses have left the stable.
There's definitely opportunities to find ways of improving that, whether it's through like
in a superannuation fund, whether it's through better linkages and communication between
the employer and the fund and the injured person and the insurance company.
It may in fact involve some of the clinical practices where relevant clinicians know that
in this circumstance they may well be insurance involved.
Part of their function is to connect up the relevant parties, because a lot of times people
don't get the treatment that they really need.
A, because they don't know it exists, but often because they can't afford it.
It's kind of ironic that you've got this insurance, but the insurance is not providing you with
the treatment, because the insurance company doesn't know about it.
I know.
Sometimes when we're talking about this today, it seems like oh it's all so easy, why aren't
we doing it, but I think your discussion there just actually how many people are involved.
We're talking about the person having the issue, we're talking about their employer,
their case manager.
Then we're talking about the insurance company.
There's so many people involved and that's why it ends up being so complicated, and obviously
we can simplify it, but at the same time it's not that easy and everybody is trying.
Another engineer, that I, it feels to me like it needs systems thinking.
It needs an assessment and improvement process that thinks consciously about all the different
elements of that system.
One part of the system, one person, one group working in isolation is really most unlikely
to make significant sustainable improvement.
Yeah.
Data collection, analysis and access?
In the insurance sector that's the bread and butter.
Insurance by its very nature is a statistics based, risk based industry.
Now that's not to say that everything has to just rely on statistics.
There are companies that make commercial judgments and experts who contribute their knowledge
and expertise.
At the moment the kinds of data collections are fragmented often not publicly available.
The travel insurance is a great example of that.
One of the things that's under discussion in a lot of segments of the insurance sectors
is the need to establish and make available relevant data collected in the right way.
Naturally enough the Actuaries Institute's very supportive of those activities and many
of our members will be making contributions to those actions.
We're at a stage where we've got very competitive market places with many competing insurers,
and it's a little bit of a barrier that they often don't really want to invest time and
money on creating information for other people's benefit.
We've got some work to do there.
I think it shows again the importance of collaboration.
As an industry we need to get together, work with these consumer advocacy groups to make
sure that we gather that data.
The Actuaries Institute is certainly very keen on playing that role of what can we not
take years to collect, but more what small simple tasks can we do to collect data that's
relevant, usable so we can make quick changes?
Indeed, that's one of the points that was made to me by several people, that it doesn't
have to be grand to be useful.
A lot can be done with relatively small resources in a relatively quick time.
Thanks Geoff, that's a great insight into obviously some of these areas that we think
we can do further work on.
Yeah, gosh Elayne, there is so much that can be done and I hope that we can really help
make a contribution to what can be done in the insurance sector regarding mental health.
Yeah, we look forward to I think seeing what the next few years actually deliver.
I think insurance companies do want to make a difference.
I know consumer groups certainly do and ultimately let's, yeah, let's hope it's a better experience
for people who are suffering from mental illness.
Don't forget the clinicians that are involved.
The colleges, the professional bodies of the relevant medical specialists share very similar goals
If one can find ways of cooperating, that's been a very successful form of collaboration
in a lot of situations in the past.
Well thanks for your time today Geoff.
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Nspire Supplements: Maxlife Prostate Care Plus Nspire Network Nutraceuticals - Duration: 3:02.
Nspire Supplements: Maxlife Prostate Care Plus Nspire Network Nutraceuticals
great great so let's talk specifically about one of the products that you
formulate it for inspire network max life prostate care plus a really
exciting product for our men so let's talk about the formulation of that so
when we started researching products this is one of the first products it's
one of our biggest medical cases in urology as BPH so people were
complaining of frequency decreased size of forces stream intermittent stream
feeling like they weren't emptying properly once they got on a supplement
they seemed to do better so we research the the supplements and we found out
that a lot of supplements are out there that they have the right ingredients but
they don't really have the right dosage and so the people are really getting
cheated by a lot of these products so we decided to make our products with the
best ingredients and at the right dosage that works so that's how we first
started out with max life well let's let's talk a little bit about a specific
ingredient yes it has beta side sterile in it and this and then it has saw
palmetto these two are probably the most studied supplements for prostate health
and it's also got lycopene and quercetin and and lycopene has been shown in
several studies to help prevent prostate cancer but we don't and that's in cooked
tomatoes so you know we recommend that to the patients it's not we do not claim
to prevent prostate cancer but let's put it in there since it does have that
result and question is an anti-inflammatory inflammation is
involved in a lot of different issues cardiovascular disease inflammation is
involved in that it's involved in cancers it's involved in prostate issues
for sure so the question is an anti-inflammatory
you know the supplemental beta solid sterile helps shrink the prostate so but
you got to give it time so they definitely work and it's a great product
now I am a product of that product as well but on that product now for too
two and a half months now and I'm having great results as a matter of fact we
were looking at a study of one of the most popular prostate products
commercially that's out there and as they compared the studies between that
very popular product that's so tens of millions of bottles and your product
that well let you tell it we had our supplement tested
independently compared to them had them analyzed and we had 140 percent more of
the active ingredient in our product than they did there were forty percent
more by dishonest arrow Wow and their claim is so much better Silas Tarot if
you actually look at the back of their bottle they don't even mention beta side
of sterile they mentioned plant sterols so it's a little misleading and you know
we have a whole lot more of the main ingredient that were really works
www.MyHealthDaily.net
-------------------------------------------
'Peace of Mind' Podcast - Episode 3 - Insuring Mental Health Conditions - Duration: 13:37.
Hello and Welcome to your 'Peace of Mind' Podcast, I'm Elayne Grace.
Insurance aims to give people peace of mind, but how well does it protect people experiencing
mental health problems?
At the Actuaries Institute, we're talking with consumer and advocacy groups, insurers
and industry bodies to identify how improvements can be made.
Last week, we launched our latest Green Paper on Mental Health and Insurance.
Lucy Brogden, Chair of the National Health Commission joined us to discuss industry collaborations
and co-author of the paper, Geoff Atkins helped unpack how we can improve claims underwriting
of mental health conditions.
In this episode, we'll look at how improvements can be achieved on the claims side, from customer
engagement to data collection, and system reform.
All this and more on Peace of Mind, your Actuaries Institute podcast.
Mental health insurance claims continue to surge year on year, particularly as the stigma
reduces around reporting illnesses like depression.
In the year to 31 March 2017, Australia's largest life insurer TAL paid out more than
Two Hundred and Ten million dollars for mental health claims, second only to the number of
claims paid out for cancer.
Today we have Brett Clark, CEO of TAL, in the studio to talk with us.
Welcome Brett.
Thanks Elayne, great to be here.
Brett, $210 million in mental health claims that's huge; I think the public would be
surprised to know it's the second biggest area apart from cancer.
What challenges has TAL faced in dealing with mental health claims?
Well first of all perhaps some opening remarks.
I'd like to commend the Institute and the actuarial profession for getting involved
and thinking about mental health more deeply.
It's not an area, traditionally, where actuaries have played a significant role, more actuaries
over time have looked at data analysis and insight but to get involved in particular
around mental illness, as such an important societal issue and an important issue for
the life insurance industry more broadly, so I just commend the Institute and the profession
for getting involved.
On the on the point around the amount of mental illness claims that we've paid.
When we talk about those figures more generally it surprises a lot of people, not just people
outside of the life insurance industry, but inside also.
It might interest people to know that for our overall business, 60% of the claims that
we pay are paid for people who have illnesses or injury, so not death claims in a classic
life insurance sense, but 60% of the claims that we pay are for injury or illnesses for
people who are living, and trying to manage their illnesses or injuries, and mental illness
is one of those areas, and a very large area for our business.
So the claims management process in some ways even more important.
Oh absolutely It's kicking them back into life
Absolutely, critical.
You know we talk about in our business how do we help people "keep well, stay well",
get active in their lifestyle and get back to work.
That's when they'll be most happy in their own lives, and that's good for them and good
for the insurance industry as well, and the broader economy, more people working, more
people paying taxes is what we need.
So just reflecting on some of the collaboration's Tal has had with various industry bodies to
improve outcomes in the mental health area, which ones do you think of been particularly
valuable or successful?
We've been working with a number of organizations, some for a longer time than others, we've
been working with Super friend in the superannuation space for a long time now and they've done
some tremendous work in activating inside the employer organizations themselves around
more stimulus and awareness around mental illness.
We've also done a lot of work with the F.S.C. as well we're an active contributor in their
mental health working group, and then outside industry bodies, we've just kicked off a partnership
with the University of Sydney now where we're working with them to import a bit of their
expertise; academic expertise into our business and likewise hopefully transfer some practical
knowledge back to the university as well.
So we really see all of these collaboration's as playing an important role in helping us
better understand and learn about mental health in our own organization.
So Brett, I guess balancing the need to maintain financially sustainable products, while also
meeting the expectations of customers in the community in relation to mental health conditions,
presents really difficult problems.
This is really the crux of it isn't it: affordability versus customer experience and often they
clash up against each other.
What initiatives have TAL being trying to improve both affordability and customer experience?
I would say that's the broader challenge for the entire life insurance industry at the
moment.
We've been under a fair bit of reputational scrutiny over the last year or two and then
you look at the overall profitability of the industry and it's nothing to get too excited
about either so on the one hand you have external stakeholders looking at the life insurance
industry saying 'hang on you can treat customers better, you can do this better, you can do
that better' and frankly we would agree with some of that, we can do a lot of things
better but then you look into the you know the sort of dry economics of the sector as
well and it's nothing to get too excited about.
So how do we balance these issues?
They're not always competing but they're required to be balanced in terms of ensuring
we do the right things for our customers so that they trust and hold our profession and
hold our sector in high regard while continuing to ensure our products are sustainable.
So I guess there's two challenges there, one is the fact that a company under profitability
stress has in some ways got less cash to throw at some of these initiatives, and obviously
any initiative does cost money.
But I guess the other aspect is around the affordability for the customer, so also, if
you give the best product that covers everything to everybody, well it's going to be unaffordable,
and that's not what your customer ultimately wants in the end either
Yes, and so we're moving our thinking really to managing the claims experience for our
customers as well as we possibly can.
If we can manage that experience for our customers while they're going through some really difficult
times when they're injured or ill, help them get better help them be well, stay back
to work, that's good for them and good for the business and good for the overall health
of the sector as well.
So you don't find in life there are too many classic win wins, we really do see this is
a classic win, win, win and that's where we're going with our business.
How hard is it for a company to move ahead of the industry in this area?
You know it's not so much hard to move ahead of the industry, but this is you know, the
industry's talked about these sorts of ideas for a long time, in terms of managing claims
well, getting customers back to work, getting them living healthy lives and rewarding lives
and those sorts of things, it's not easy to do that.
It's not easy to do that for a life insurance company itself.
We're a sector which has largely been, products have been built for distributors; distributors
have sold them; we've with collected the premiums and paid claims.
We've really got to think much bigger than that in terms of our impact in the community
and our impact for our customers as well and these are changes which are not easy and not
'quick wins' but we absolutely believe they're the right things to do.
So what does their success look like to you in this space, both from the customer's perspective
(I guess the customer who's experiencing mental health problems) as well as for your industry
in general?
Success comes in a few different dimensions for us.
Ultimately for our customers, we want them to be confident - and that goes for all of
our customers, not just the customers that claim but the ones who don't claim, to be
confident that we will be there when they need us most and we'll do the right thing
by our customers and we'll do that all the time.
Now that's a bold statement - companies don't get things right all the time, but we want
to aim to get things right as many times as we possibly can and that our customers will
be confident particularly managing tricky issues like mental health, that we have the
requisite knowledge and expertise in the organization to help them when they're going through some
difficult times and when they need us most.
Lump sum financial payments are not always useful for people with mental health conditions
do you think other options like time limited income streams alongside other mechanisms
to support recovery and as you say potentially get people back to work could be more effective?
I think it possibly can.
And it is difficult to categorically say "this is better or that it is better" because
the thing that we've learned is that individual cases are unique in their own right and that
to provide canned solutions for every customer is not what's going to work.
Now how you scale that effectively within the business is also not that easy as well.
I would say though in terms of mental health or maybe other Illnesses or injuries that
are less physical, to say to someone who has a mental health condition "you are permanently
disabled so that you can never work again and here's a lump sum amount of money and
good luck" that's a difficult proposition for a customer or someone in the community
to be on the receiving end of
Permanent disability benefits which are typically associated with lump sum payments were designed
and built at a time when mental health wasn't even really on the radar.
These products were really built through the 1980's or maybe even earlier and they were
built for mostly physical illnesses or injuries which can manifest which say OK that person
is permanently disabled and they need a lump sum of money to help them maintain their lifestyle
or even transfer their lifestyle to a different place.
So, these products really weren't that well designed for mental illness conditions and
that requires a bit of a rethink as well and some of that's coming through in the industry.
There have been reports of as surge in claims from stressed white-collar workers what do
you make of this?
Look I think some of the media reporting around mental illness more broadly makes for a good
headline.
The industry is certainly paying more mental illness claims than we ever have paid, that
reflects a broader issue in society but I wouldn't say it's an industry under siege
for mental illness claims either this is just something we need to get better right we need
to manage well and we need to work with all sorts of different stakeholder groups and
our customers and partners to do a really good job at it.
But I you know, there are more mental illness claims that we're seeing but that is just
a broader reflection of mental illness in society I wouldn't describe it as an industry
under siege.
Brett, in July this year TAL hired Glen Baird as its first head of mental health to advise
on the rehabilitation of customers suffering mental health illnesses how has TAL changed
as a result?
Yeah this was a first step for us acknowledging that as a business we think we're pretty good
at running an insurance business, but are we experts in mental health?
No, we're not.
So we bought Glen in to help us better understand mental health and then through Glenn's expertise
we hope to get more information and more expertise in the organization that can help better inform
our underwriting processes our product development and also claims experience as well because
our claims managers, who are on the phone, at the at the end of the phone dealing with
their customers every day who are going through these mental issues are not experts either
so Glen is very much about helping our staff better understand mental illness as well creating
a broader knowledge base in the organization around mental health and we think if we can
do that through Glen, he can't do it on his own, it's about all of us learning more,
understanding more, so we can be we can be better support for our customers when they're
going through these difficult times So are you starting to see some successes
at all in terms of your experiences with your customers - even just some stories about you
know feedback going 'that experience was good'
Yeah we've got one or two case studies in the organization that we highlight as real
success stories and one in particular I won't talk about it specifically but what we have
seen is success where we've been able to bring together this collaboration of different stakeholders
so that we all work together effectively and we've seen where it's employer Superannuation
Fund, workers comp insurer and life insurer and we actually get together as a group and
talk about specific cases at the same time with case conference calls and other things
and where we see those organizations across the board working closely together that's
where we see real success happen and there's some good examples of that in TAL now.
That's really such a positive story like when the truth is the life insurance industry has
been attacked for its reputation over the last couple of years and it must be very hard
even for the employees of those companies in some ways so it's a really positive story
when I think if there are those success stories I agree with that and look the industry has
had its reputational challenges over the last couple of years and if you start the claims
experience from one of mistrust or an adversarial relationship then it's hard to come back from
that, so you know longer term we really think about how we can start from a position where
customers employers super funds, financial advisors start the claims experience from
a position of trust, and that's going to take time as well to rebuild.
Yeah look ultimately I guess that is the challenge it's going to take time and I guess what we
saw from our analysis and our reports was 'there's a reason why I guess you know insurance
industry is struggling with some of this there's some really difficult issues that they have
to grasp it's not like this is all easy to fix and they just haven't bothered you know,
they really want to help their customers and they really want to try and tackle this but
it's difficult stuff.
I guess the question is do you think the pace will be sufficiently fast enough to satisfy
this increasing social expectancy from the community?
I'm not sure whether it will be fast enough to satisfy, it's never fast enough for me.
But I'm convinced that it's the right thing to do and I'm convinced that building up our
capability at TAL in this area is absolutely the right thing to do.
I mean I should point out that although we have a head of mental health in the business
today we have actually other heads of in the business which are focusing on specific areas
that we think are important for our customers so we can build up our knowledge base mental
health is one which has been reported and is becoming more well-known but there are
other areas of the business as well because we just think that's the right thing to do
that's where we need to take our business so we can better help our customers and partners
Yeah just in terms of that, we've talked a lot about claims there's two other areas I
guess product development and also underwriting.
Do one of those areas do you think have more challenges than the other?
I think underwriting is another area where there is specific focus around mental health
in particular and I wouldn't say the industries always got that right.
I think there's been plenty of examples and frankly this has been one of the area
where there's been a bit of public scrutiny around how we underwrite people in the community
with mental health.
So particularly for our customer facing areas, and the moments of truth really in a life
insurance business around underwriting and claims, that's where we're focusing our activities
around mental health and that's where Glen is helping out in particular, helping our
front line underwriters and claims people better understand mental health and how we
can modify our processed to accommodate that The social expectation is that we can provide
insurance for a wide range of individuals and frankly I think we should Yeah but how
do you balance that yeah in all these other areas that insurance technicians would understand
deeply as well and actuaries understand deeply around selection and the selection as I think
sustainability so you've got these things not necessarily pulling in the same direction
you know technical areas of selection and the selection and this broader social expectation
around inclusion these are really interesting times for insurance businesses
Yeah, I think we could continue talking on this subject forever.
But I'd like to thank you for your time Brett.
We look forward to seeing what the next few years deliver I think insurance companies
do want to make a difference so let's hope they really have some success.
I know consumer groups certainly do and ultimately let's hope it's a better experience for people
who are suffering from mental illness; that's really what it's all about and what insurance
is all about You're listening to your Peace of mind podcast
for the Actuaries institute Australia.
Join us next time when we'll be drilling into more detail on the products that cover mental
health and how improvements can be made.
I'm Elayne Grace, bye for now.
-------------------------------------------
A Doctor Minimized My Pain & Took Away My Wheelchair [CC] // aGirlWithLyme - Duration: 8:12.
[Intro Music. Vincent Tone - New Summits]
Hey guys! Today's video is going to be a story time video. In my last story time video I
told you guys all about the time I had a doctor diagnose me and my mom with
a psychosomatic illness, and I also talked about how that had affected me. If
you would like to watch that video I'll leave a link to it in the description
below for you to check out. So today I'm going to tell you all about an encounter
I had with a doctor who thought I could just think my pain away.
But before we get into the video, please be sure to give this video a thumbs up if
you enjoyed it, please subscribe if you'd like my content and be sure to check me
out on Twitter and Instagram - all my social media links will be in the
description below. So the story that I'm about to tell you happened about seven
years ago now. I was sick with Lyme for about two years at this point and I did
not know that I had Lyme disease, and I did not have any other diagnoses, so I
had no idea what was making me ill. I think I was about 15 when this happened.
I had got up early that morning to go to the hospital to get my blood drawn. I was
again going for more tests ordered by my doctor. Obviously I was in pain, I was
nauseated, I was fatigued, and I was not feeling the
greatest. I got my blood drawn with no problems at all and then my mum and I
were on our way home. While we were driving on the highway I started to
experience pain exclusively on the left side of my body. The pain was really
intense and it just kept on getting worse and worse.
I could not lay on the side of my body, I really couldn't lift my arms much, my leg
was weak - basically I was in pain on the entire left side of my body and also the
entire left side my body was really weak as well. My mum thought that this was a
very strange symptom, I thought it was a strange symptom, it was the first time I
had ever got it, I was quite freaked out, I was in a lot of pain, I didn't know
what was going on - it was unlike any type of pain I had experienced up until that
point. So my mom she was quite worried and
obviously she did not like seeing me in agony, so there was a different smaller
Hospital in a different town that was just off the highway so we decided to go
to the hospital and hopefully maybe get some pain medication, or they could run
some tests or something to see what was going on. When I got to the hospital my
mom had to put me in a wheelchair and wheel me up there because I was in so much
pain I couldn't use the entire left side of my body, and it was also like I said
my body on the left side was weak - and it was just really weird. When we got there
there was not anyone in the ER waiting room so we were able to get into triage
right away where a nurse saw me, she took my vitals - I told her the symptoms I was
having and also my previous medical history with having an undiagnosed
illness for about two years. So after that I was able to get into a room right
away. It didn't take long for the doctor to come in the room and of course with
every visit to the ER he asked me why I was there today and of course I told him
about the pain that I was having on my left side and the weakness that I was
experiencing with it, and then of course told them all about my previous medical
history and being undiagnosed for two years. After telling him my history he
kind of just stood there with his arms folded and began to tell me that nothing
was wrong. He basically said you know, so what if you have pain? Everybody has pain,
the pain shouldn't stop me from living my life. I was just a teenager I should
be in school learning, hanging out with friends, going to the movies, going to
school dances, playing sports, going to the mall. He then told me that
I needed to stop thinking about the pain, he told me to think about all positive
things and to think positively, and to just ignore the pain and just push
through it. My pain shouldn't stop me from living my life. And the way that he
said all these things it was like he was trying to convince me that my pain
wasn't that bad. You know, I was just teenager there was no way I could be in
that much pain. This little speech went on for about five minutes but it felt
like a lifetime and has basically stuck with me ever since. After he was done
talking he refused to give me anything for my pain, he said that I
didn't need it and all had to do was just to think positively and ignore the
pain and I would be fine. Then when I got up to leave - obviously still being in a
lot of pain and very weak on my left side I had went to obviously get in the
wheelchair so I could be wheeled out to the truck with you know, less pain and
minimal effort because I was obviously feeling like crap. But he actually went
and took the wheelchair away from me and told me that I didn't need that. He said
it so sickly-sweet too - it's almost as if he thought that we were friends and he
said it's so condescendingly and I was obviously very, very angry. I was livid - I
wanted to scream, and I wanted to take a sledgehammer to his hand and tell him to
ignore the pain and think positive. This experience is in the top five worst
experiences I had with doctors in my life. I know it doesn't seem that bad in
comparison to other things that could happen and have happened to other
patients, but this happened at a time when I was young, I was undiagnosed for
two years, I was experiencing Chronic Pain as well as a whole bunch of other
symptoms each and every day, and I was unable to go to school, I've lost a lot
of friends because I had become ill and I had absolutely no answers as to what
was making me sick or what was happening to me. So to have a doctor like this
completely minimize my pain at the level I was experiencing it was very
frustrating, it was sickening and it dissolved my faith in a lot of doctors. I
didn't want to go to see another doctor because I was scared that something like
this would happen again. I also think that the most insulting
part wasn't exactly his words but his actions in him taking away the
wheelchair and my right to use a mobility device when I was experiencing
that of pain - that was the most insulting part
to me, if felt like he had stabbed me. He made up his own mind that I didn't need it,
but didn't ask me if I actually need it because obviously - I have a hundred
percent certain that this doctor thought I was faking my illness, he just didn't
want to outright say it and went on a soul-crushing and minimizing rant
instead. I will say that this experience has stuck with me and it has stuck pretty
hard. I have been accused of doing drugs, I've been accused of hiding a pregnancy
at 13, I've been told it's all my head, I've been told that I'm not even sick,
I've been told that I'm faking it, and I've been diagnosed as having a
psychosomatic illness by multiple different doctors. But I had never had a
doctor acknowledged that I was in pain, minimize my pain, and then take away a
mobility device when I was in pain. I am still in disbelief to this day that
that even happened. I don't even know what to think
other than this experience and all the other experiences I have, have definitely -
it completely dissolved my trust and faith in doctors over the years. I don't
even know what else to say about this experience, other than I wish it didn't
happen, I don't want to go through it again, and I really wish I would have
reported it. So I hope you guys enjoyed today's video. In the comments below I
want to know if a doctor has ever said anything similar to you or if a doctor has
actually ever taken away your mobility device. Thank you for watching this video,
please be sure to give it a thumbs up, subscribe if you're new. Please be sure
to hit the notification button down below to get notified when I upload
new videos. All my social media links will be in the description below, and I
hope to see you guys next time, bye!
[Outro Music. Vincent Tone - New Summits]
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