Track: Disability

Most people like to consider themselves as honest. But everyone has the capacity for dishonesty at times. It's part of being human. Psychologists know that context plays a big role in whether otherwise honest people will be encouraged to lie. For the insurance industry this is an important insight. From policy applications to assessing claims, few industries are as reliant on customer honesty as life and health insurance. Understanding the contextual and psychological forces that enable honest people to lie can help the industry to design products and processes that discourage it.

In this session we will discuss the psychology of lying and RGA's behavioural science research that shows how to design insurance processes that encourage honesty and accuracy. We will share practical strategies that can be applied in underwriting and claims to encourage honesty while delivering simple customer experiences.