I've summarised my top five tips to help insurers offer the best possible Early Intervention support for customers at the critical time of claim. But first, let's clarify what to we mean by EI in IP.
EI is commonly referred as any outcome-focused rehabilitation intervention offered to IP customers within the waiting period (1).
1 Tailor your EI strategy to your IP proposition and industry expectations.
Consider your product specifications, customer profile, claims team set-up, and any existing support you can tap into (PMI?). Additionally, aligning your services with industry requirements is paramount.
2 Adopt a Holistic Biopsychosocial (BPS)approach.
Human behaviour is complex, and this explains why two people with the same cause of claim can have different IP outcomes. Some IP customers may present with a set of BPS circumstances that put them at risk of long-term sickness absence (2). These are the ones likely to require additional support.
3 Ensure that your EI programme is outcome-focused, evidence-based, and tailored to the IP insurance context.
For many IP customers, treatment only is not sufficient to enable a transition back into the workplace. Hence, successful EI programmes have tailored vocational rehabilitation at the core (3).
4 Claims Assessors play a key role in the IP claim journey. Keep abreast of the competencies required for their role.
Building trust, having empathy, and an understanding of biopsychosocial risk factors can make a huge difference on the claim journey and outcomes for customers. Assessors are the face of the industry after all!.
5 Test and learn approach
Monitoring what works and what doesn’t is essential to make improvements. A well-thought EI data gathering and analysis framework can be aligned with your usual portfolio analysis to identify learnings and adjustments to offer the best possible support to customers.
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