5 Tips for Delivering Favorable Claims Experience
In the insurance industry, how we treat claimants during their most vulnerable moments defines us. We spoke with our own Julie Fellows, Associate Director, Short-Term Disability Claims, who shared her insights for creating a practical and favorable claimant experience. Here are five actionable tips she shared that can help any claims team, in fact, any service-oriented team, deliver exceptional service:
1. Make it easy for the claimant
People want to do business with those who make things simple.
When it comes to disability claims, the process should be as smooth and hassle-free as possible. That means offering multiple claim submission options to accommodate different comfort levels and capabilities. Flexibility empowers claimants to choose what works best for them, whether information is submitted through a digital channel or via phone, fax, or mail.
Only request information that is necessary at the claim intake stage. "Nice to have" details can come later. A streamlined approach respects the claimant's time and reduces frustration. If something is missing, proactive outreach will help guide the claimant on what is needed, and why. This conveys the service provider’s desire to support and collaborate.
2. Communicate thoughtfully and often
Every interaction is a chance to build trust and loyalty.
Whether it is a short-term disability claim or one that spans years, claims professionals have the opportunity to build claimant relationships. Setting the tone early is essential. That begins with empathy, asking if it is a suitable time to talk, actively listening to their unique situation, clearly explaining the next steps in the process, and answering questions.
Managing expectations from the start avoids surprises later. For example, if a pre-existing condition review is needed, explain why it is necessary, what the process is, and how long it may take. Regular updates are just as critical. Claimants appreciate being informed if there is a delay, such as pending medical records. Often, the claimant is eager to help move things along by following up with their doctor.
And just as important as what we say is how we say it. Ask claimants how they prefer to be contacted. Is a call, email, or mail best? Meeting them where they are builds trust.
3. Be responsive
Responsiveness shows claimants they matter.
Timely responses, follow-ups and always following through on commitments are vital. Delays in communication or decisions can erode trust. On the other side, prompt action reinforces that their issue is a priority.
Julie shared a powerful example: "We recently needed to make an adverse decision on a claim. After the decision was communicated to the claimant, he sent us a thank you note with kind words on how we handled the claim. That's when you know your communication made a positive impact." When a claimant feels respected and informed, even when the outcome is not what they hoped for, it reflects the quality of the claimant experience.
4. Prioritize accuracy
Accuracy is not just a metric; it is an expectation of the people we serve.
Mistakes often cause delays or inaccuracies in benefit payments, create confusion, and add unnecessary stress for individuals already in a difficult place. The foundation of accuracy is effective training and a shared service mission across all service roles, from call center representatives to claim case managers.
Sharing learnings, reinforcing best practices, and correcting errors quickly and transparently are essential. The goal? Get it right the first time, and if something goes wrong, fix it fast, communicate what is happening, and learn from the mistake so it does not recur.
5. Be the claimant's champion
Claims professionals profoundly impact people's lives, and with that comes responsibility.
Many claimants are facing uncertainty about their health, finances, and future. Our job is to accurately evaluate the claim and make the right decision while offering support, clarity, and sometimes even hope. That means being the claimant’s advocate, guiding them through the process, keeping them informed, and looking for ways to support their return to work or identify other potential income sources.
As Julie puts it, "When we show that we're truly invested in the well-being of claimants, we build long-term relationships and a genuine sense of goodwill."
Final thoughts
Delivering a favorable claimant experience is about consistency, empathy, and doing things right, every time. Claims teams can meet and exceed expectations by following these five tips.
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