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Listen to a member's experience going through a claims process

Scenario

After his mother passed away, the member experienced going through the life insurance claims process for the first time.

He first reached out to his financial adviser who directed him to contact the claims department, which delivered a sympathetic experience that achieved his goal very quickly.

"It was an unbelievably positive experience."

Takeaways

Trust is a foundation for loyalty

The relationship between Nationwide and a member is based on the promise to be there in time of need

Customer

Members

Organization

Nationwide Financial

Core 4 Experience

Use

Principles

Effortless, Personal, Reassuring

Goal

Receive payout of life insurance policy

Big picture

Navigating the process of filing a life insurance claim can be a challenging and emotional experience. Understanding what documentation is required for a member to receive pay out and the factors that can affect claims processing time is an example of transparency, which builds trust with customers.

Business Impact

Building trust with customers can help companies differentiate themselves from their competitors and helps attract new customers.

Next Steps