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Core Four
In Use experiences, customers are navigating challenging moments.
We can help professionals feel supported in moments of need and ensure that members get quick, trustworthy responses when it matters most.
Build a deeper understanding of our customers and find inspiration by diving into real-life stories, our latest research and solution starters.
Audience
Organization
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Insurance: one of the most selfless purchases ever
Putting our best “paw” forward with members
“It's frustrating when the claims department expects the agent’s office to be the lead in facilitating the claims process. Agents and staff have no authority to make a claims decision.”
Benjamin | Insurance Professional
“I may have a hardship or very personal reason to gain access to my funds. I also keep in contact to learn the best ways to protect my investments.”
Claire | Member
“I feel that insurance companies should be more transparent and easy to interact with. They will make it so difficult to move forward with a claim. When I think of insurance, I don't feel assured or safe or in control. I think of money being spent, not necessarily safety.”
Tony | Member
There’s no substitute for the sense of security and protection
Listen to a member's experience with a claims adjuster.
Policy exclusions: managing client expectations effectively
Beneficiaries need a high degree of TLC
"A new process should be explained in 'layman terms' for all to easily understand, especially when it comes to filing a claim."
Marketa | Member
Listen: on their worst days, give clients your best.
Providing real value when it counts most
Listen to a member's experience going through a claims process.
Listen to a member's experience with a claims adjuster.
Watch a calming approach in action
Filing claims in times of uncertainty
High turnover hurts, but clients don’t want to feel the pain
“When a client calls in a claim, it is an opportunity to shine. To reinforce their decision to choose you over the competition.”
Alicia | Professional
Solution starters
Ready to use what you’ve learned?
There are all sorts of opportunities to apply the principles, tips and tactics covered here. Follow these links to go deeper and put your newfound knowledge to work.
Get a quick summary of the Use Experience
Find more details in the Core Four Report
