MetLife pilots customer claim support program

Partnering with SuperFriend, the program uses a person-centred communication approach (also known as 'motivational interviewing'), which has delivered improved outcomes internationally for both customers and the claims management teams supporting them, according to a statement.

In a claims situation, person-centred communication means the claims assessor partners with the person on claim to understand their unique situation and collaborate to resolve the claim and help the person back to health, MetLife said.

It said the program's techniques equip the claims manager and the person on claim to develop personalised goals for optimal outcomes and an improved quality of life.

SuperFriend developed the tailored program for Australian insurers and claims managers, incorporating research from its extensive industry partnerships.

“Making a claim can be a really challenging and daunting experience and is the last thing many people feel like doing when they're unwell or injured,” said SuperFriend chief executive Margo Lydon.

“This approach is designed to make the process a lot ’human’ by empowering the person claiming and equipping the claims manager with a broader range of skills for enhanced engagement.”

MetLife head of health Mark Raberger said claim time is an opportunity for insurers to show what it means by caring.

“We’ve been working with SuperFriend for many years now to deliver the best possible experience for our customers and support our claims assessors who play a critical role in that process,” Mr Raberger said.

“It speaks volumes that SuperFriend have chosen to partner with us for this pilot – it’s exciting to be part of refining an approach to deliver best practice claims management.”

The pilot commenced in August and will conclude in early 2020. Following the pilot, SuperFriend plans to roll out the program to other insurers.

Adrian Flores

Adrian Flores is a deputy editor at Momentum Media, focusing mainly on banking, wealth management and financial services. He has also written for Public Accountant, Accountants Daily and The CEO Magazine.

You can contact him on [email protected].