Behind the scenes in Australian Life Insurance claims management

In late 2018, SuperFriend sought to explore the current state of insurance claims management using a human-centred design approach.

The driving mandate for this work was a deep understanding of the day-to-day challenges, experiences and environmental factors faced by claims staff, particularly those working directly with, and supporting the Person on Claim (PoC).

A CHALLENGING ROLE

As the primary point of contact for PoCs, the people at the front line of claims management perform a vitally important yet challenging role.

Collectively referred to as claims staff throughout this report, they represent the PoC’s experience of the claims process and the support they receive from the insurer.

SuperFriend was privileged to be provided access to a wide variety of people working within claims management.

Insights gathered from this project will allow insurers to better support the mental health and wellbeing of claims staff, build claims management capability, and identify areas of opportunity for creating and sustaining mentally healthy and thriving workplaces.

TOWARDS CHANGE

SuperFriend collected over 30 hours of qualitative research insights from claims teams at two insurers and two reinsurers.

The human-centred design approach involved onsite environmental observation, team observation, individual interviews and group meetings or workshops with key claims staff with between two- and 30-years’ experience.

Roles included claims staff, team leaders, rehabilitation staff, reinsurer claims teams and various other workers supporting and assisting claims staff.

The findings have informed this report and include key recommendations to effect change from within our partner workplaces, and across the wider insurance claims industry.

Download the Whitepaper