"A new process should be explained in 'layman terms' for all to easily understand, especially when it comes to filing a claim."
Scenario
Members desire a claims experience they can navigate easily.
Members desire a claim’s experience that is:
- Effortless – processes and language are clear and intuitive, and managed in a way that respects their time
- Personal – conversations are empathetic enough that a member feels known, understood and valued
- Reassuring – they’re equipped with the knowledge and transparency they need to feel confident and secure
Takeaways
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Big picture
When members are navigating a complex web of circumstances during a claim, they want an experience that’s effortless, personal and reassuring. Many feel that current processes are too cumbersome and business-centric; they believe we can do better.
