Claims management is often perceived as transactional, bound by policies, deadlines, and paperwork. But for the person lodging the claim, it’s personal. Injury, illness, and recovery are deeply human experiences. The difference between a disengaged claimant and an empowered one often comes down to how human the process feels.

Recent research by Monash University (2023) found that claimants who perceived their claims managers as empathetic and communicative had significantly higher satisfaction with the process, returned to work faster, and were less likely to pursue litigation.

Why the human element matters

When someone is navigating recovery, they are often also dealing with fear, financial stress, and uncertainty about the future. A process that feels cold or procedural can deepen anxiety and resistance. Conversely, a small shift in tone or communication style can build trust and re-engage a person who was starting to check out.

What humanising claims management looks like

Personalised communication: Use names, acknowledge the situation, and avoid robotic or overly formal scripts. Even small acknowledgments like “I know this must be frustrating” go a long way.
Clear, simple language: Ditch the jargon. Clarity builds confidence.
Proactive contact: Check in regularly rather than waiting for the claimant to chase updates.
Flexibility where possible: If there’s an opportunity to accommodate a request that could improve engagement without breaching policy, take it.

Language is everything

Phrases like “your claim is under review” can be anxiety-inducing. Reframing that as “we’re looking into this and will keep you updated by Friday” offers more reassurance. Tone matters as much as content.

Why this benefits insurers

Empowered claimants are more likely to actively participate in their recovery and return to work sooner. They’re less likely to challenge the process or escalate complaints. Humanising the process isn’t about being soft, it’s about being smart.

Engagement starts with empathy. By making small, intentional shifts in how you communicate and connect, you can drive better outcomes for both your clients and your organisation.