Michelle came to us at a time when she was already dealing with enough. A business owner in her early 40s, she had been forced to step away from work due to a serious health condition. Thankfully, she had an income protection policy in place and expected her insurer to support her during recovery.

But when her claim was approved, something didn’t feel right.

Despite having a policy schedule that clearly stated a significantly higher monthly benefit, the insurer was paying only a fraction of that amount. Michelle couldn’t understand why—and when she tried to ask questions, she was met with confusing explanations and conflicting figures.

That’s when she reached out to us.

We reviewed her policy wording, the original schedule, and the insurer’s benefit calculation. We also went deeper—analysing Michelle’s business financials, historical income patterns, and the supporting documents used in the claim. The numbers didn’t add up, and we knew it.

Using our expertise in policy interpretation and claims advocacy, we contacted the insurer, raised a formal dispute, and escalated the issue. We presented a clear financial case that showed the insurer’s initial calculation was not aligned with the terms of the policy or Michelle’s actual pre-disability income.

After ongoing negotiations and persistence, the insurer agreed to review and revise the claim. The result? A significantly increased monthly benefit—bringing the payout in line with the cover Michelle had been paying premiums for all those years.

Today, Michelle doesn’t have to worry about her finances while she focuses on her recovery. She has financial breathing room, the confidence that her income is protected, and peace of mind knowing someone went into bat for her when it mattered most.

For us, it’s more than just advice—it’s about standing by our clients when they need it the most.