AMP has launched a communications skills program focussed on motivational interviewing techniques that has seen insurance case managers report a 34 per cent increase in customers re-engaging with their treatment plans.
AMP Group Executive Insurance Megan Beer said AMP is now helping more people get on track with their lives following illness or injury where previously they might not have been participating in important recovery plans.
Case managers are also reporting a 65 per cent increase in customer compliments and a 50 per cent decrease in customer complaints.
"The program, which draws extensively on motivational interviewing techniques, empowers case managers to demonstrate their empathy more effectively, resulting in heightened mutual trust in their customer relationships," Ms Beer said.
"Our new process puts the customer at the centre of their own recovery,
harnessing the power of their own goals and motivations."
"Case managers help our customers articulate their own recovery goals and tap into their own motivations that will help them achieve these goals," she said.
The program helps case managers identify a customer's actual capacity and motivators for recovery and these insights are turned into bespoke case management strategies for customers.
Ms Beer added: "This program builds on the work we started several years ago to transform how we manage the claims process, making it less complex and more personal and focussed on providing expert help.
"We understand that as an insurer we show up in our customers' lives when they are at their most vulnerable and our role is about more than just paying a claim; it's about being there to support our customers to live a healthy life in the long-term," Ms Beer said.