Track: Disability

Insurance claims processes need to be built on a realistic understanding of customers’ mindsets to make them truly effective. However people’s motivations are not always what we might expect. This can lead to challenges such as capturing incomplete or inaccurate information on application and claim forms, and delayed return to work after illness or injury. This talk will discuss RGA’s recent behavioral science research showing that by understanding and working with, rather than against, how customers think, insurers can create more effective disability claims journeys. The talk will share practical examples of how we have applied simple behavioral science-based techniques to achieve this.