Canada
Ireland
Claims: the stressful moment that defines customer experience
The real standout moment on day one was our fringe session with Psychologist, Dr Simon Moore. Together, we explored the impact of stress on the brain, and particularly how that manifests with brokers during the claims process. Positive mental health is a topic we've been covering for several years now and it’s fundamental to helping our teams deliver the best possible results for customers.
The conversation also delved into that customer impact and understanding the stress that our customers go through. Claims are often the moment that matters most, the point of differentiation where our service really makes a difference.
Empathy, clear communication and strong engagement, play a vital role in guiding both customers and brokers through what can be a challenging experience. Getting this right is essential to delivering a positive and lasting impression.