In the face of unimaginable loss, with the support of SIRA, we’ve pioneered an award-winning service to support families affected by motor vehicle crashes. Our Trauma and Grief Support Service was co-designed with rehabilitation specialists, Greenlight. It’s a testament to the Allianz commitment to customer care and addressing the profound challenges faced by those who have lost loved ones.
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We’ve traditionally managed claims for families of fatalities. While compensation is important, we realised there was a need for more substantial support.
Greenlight is an occupational rehabilitation company established in 2010 and have been a longstanding partner of ours. Their specialised skill set in bereavement and grief support made them the ideal collaborator for this initiative. They provide holistic support, making sure families receive the specialised care they need during their most challenging times. In the co-design of the Trauma and Grief Support Service, we’ve been able to leverage this expertise.
Early conversations about this service took place in 2019 and it began in July 2021. This marked a significant milestone in our approach to supporting families in the NSW CTP scheme.
We recently engaged Greenlight to support a customer who had lost their husband. This customer spoke highly of the service, noting that the needs of each family member were identified to help figure out the right kind of support. Greenlight “knew what we needed when we had no idea. And then helped us get that.”
The customer also shared that the Trauma and Grief Support Service “has given my family and I the breathing space to be able to focus on our health and managing day-to-day. We call upon those who deal with people in our position to make it mandatory to have this support in place. No family should ever be in this position, but this support will provide short- and long-term benefits to the people who unfortunately are.”
In 2024, the University of NSW (UNSW) carried out an in-depth qualitative study on our Trauma and Grief Support Service. The findings highlighted that people who lose a loved one face an increased mortality risk themselves. This illustrates the life-saving nature of support.
While this research is yet to be published, we can reveal that participants expressed appreciation for the caring, wrap-around support offered by Allianz. Our proactive approach sets us apart, demonstrating our commitment to making a tangible difference.
This is highlighted in the testimony of our customer, where she shared, “I can confidently say that the position we are in now would have looked a lot different had it not been for [this support].”
The UNSW study showed the efficacy of the Trauma and Grief Support Service and recommended continuing and expanding it. That’s exactly what we’re doing. The success of the service has paved the way for its expansion into Allianz Life's business. We can now offer similar support to customers with terminal illness diagnoses and recent bereavements.
This support aims to ease the challenges faced by individuals and their families during such difficult times. Greenlight's team of specialist social workers and psychologists provide comprehensive support through:
The Trauma and Grief Support Service is gaining recognition for its significant impact.
In 2023, it won the ‘Collaboration in Injury & Disability Management Award’ at the Personal Injury & Disability Management National Awards.
In 2025, it received three more awards.
The Allianz Life Claims Team received the ‘Financial Standard Industry Service Award’ for their exceptional collaboration with Greenlight, further validating the impact of this initiative.
The Allianz Critical Support Team, who look after serious injury and fatality-related claims within the NSW CTP scheme, won the ‘Excellence in Customer Service’ at the Personal Injury & Disability Management National Awards 2025.
The Finder People’s Choice Awards 2025 gave our partnership with Greenlight the Social Impact Innovation Award. They shared that our “forward-thinking solution delivers value beyond traditional claim settlements to provide dignity and reassurance when customers need it most.”
We’re proud to work alongside Greenlight to expand and revolutionise the support we can offer our customers.
Allianz Australia Insurance Limited ABN 15 000 122 850. The above is general information only and is not meant to represent the complete picture on any given matter. It is not legal advice and should not be treated as such. It is also not intended to be a substitute for professional medical advice and should not be relied on as health or personal advice. Always seek the guidance of your doctor or other qualified health professional with any questions you may have regarding [e.g. your suitability for this program or the use of this program], as well as any concerns about your health and medical condition. In some cases, information has been provided to us by third parties and while that information is believed to be accurate and reliable, its accuracy is not guaranteed in any way.
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