nib has entered into a partnership with My Mirror, an Australian-founded telehealth psychology provider, to offer customers a new way to connect with mental health professionals.
This collaboration allows nib policyholders to use an AI-driven questionnaire and participate in up to three initial no-gap consultations with different psychologists, aiming to improve the process of finding a suitable practitioner.
The service is available to customers with psychology included in their extras cover and is delivered through nib’s First Choice network.
The new offering is accessed via the nib app and is designed to address the challenge many Australians face in finding the right mental health support.
By enabling customers to trial sessions with multiple psychologists before committing to ongoing care, nib seeks to reduce the risk of disengagement due to mismatched provider relationships or financial barriers.
Recent data from nib indicates that nearly 3,000 of its customers were admitted to hospital for mental health conditions such as depression and anxiety in the last financial year. Of these, 88% had not previously accessed psychological support.
My Mirror, which has facilitated more than 100,000 sessions for over 30,000 individuals, offers a guided pathway to help users select an appropriate clinician.
Ed Close, managing director and CEO of nib, noted that almost 43% of Australians experience a mental health condition at some point in their lives.
“This partnership marks a major step forward in nib’s commitment to improving mental health outcomes, particularly for nib customers experiencing mild to moderate mental health challenges,” he said.
The Australian Psychological Society has reported that more than a quarter of psychologists have clients waiting a month for appointments, and 15% report wait times approaching two months.
Telehealth services such as My Mirror can provide appointments within 24 to 48 hours, offering a faster alternative to traditional in-person care.
My Mirror works with over 100 registered psychologists and enables same-day or next-day bookings. nib customers can also claim for their consultations directly, reducing administrative delays and out-of-pocket expenses.
The launch of this service comes as mental health issues continue to drive changes in the insurance industry.
Government data shows that nearly half of Australians between 16 and 85 have experienced a mental disorder.
The number of young adults reporting mental health challenges has increased, and this trend is mirrored in insurance claims data. Mental health-related claims are rising across workers’ compensation, compulsory third party (CTP), public liability, and life insurance.
The Insurance Council of Australia (ICA), in its submission to the Productivity Commission, said: “Mental illness has a profound impact on individuals and those close to them as well as on the community more broadly, putting pressure on health systems, workplaces, schools, and both statutory insurance classes (workers’ compensation and CTP) and broader commercial lines like public liability insurance.”
The ICA noted that mental health issues cost the Australian economy more than $200 billion annually, factoring in lost productivity, absenteeism, and insurance claims.
Mental health conditions are a key driver of absenteeism and employee turnover. ICA data suggests that unresolved mental health issues can significantly reduce workplace productivity, with employees experiencing depression missing more than a month of work annually on average.
The partnership with My Mirror is part of nib’s broader mental health strategy, which also includes First Choice Telehealth Psychology and digital cognitive behavioural therapy options. These services are designed to address common mental health concerns and support early intervention for insurance customers.
