Filing claims in times of uncertainty

For members, these changes have introduced a lot of uncertainty and instability. Compounding changes can lead to them feeling pressured, anxious and even irritable. Members tend to feel uncomfortable with change in general, and today’s shifting landscape feels unstable. This is one reason our service centers are now seeing increased complaints. Members feel uncomfortable with change and a landscape that feels unstable.  

We bring this topic up within the Core Four Use experience because the increase and severity of weather occurrences definitely has more members filing claims. Meanwhile, financial uncertainty is causing more members to access funds. Change is having real impact on their lives, and they need reassurance. 

 As one member put it, “I don’t know when things will be back to normal, the way they were before the pandemic. Our economy was booming, there were so many opportunities to become successful, and everyone was so lively and thriving. Now, everything is up in the air.”

Members need reassurance amidst so much upheaval.  

• Effortless— members often don’t understand our communications to them because our messaging is filled with business terms and technical language. They need simple, clear communications that proactively address change in ways that are easy to understand. 
• Personal— A member will often call in to speak with someone because they’ll want to understand how a change impacts them directly. They need empathetic responses that are tailored to their individual needs and circumstances. This helps them feel seen, heard and valued.  

• Reassuring— A member will often be uniformed about products and internal processes. They’re unsure how things work and unclear on what to expect. They need assurance and accountability so they can feel confident and prepared.