Motivational interview techniques have produced a 34% increase in customer re-engagement with treatment, AMP says.

The life insurer’s new skills training program teaches case managers to better assess customers’ capacity and motivators for recovery, show empathy and build trust.

Group Executive Insurance Megan Beer says the program is helping more customers get back on the road to recovery.

“Our new process puts the customer at the centre of their own recovery, harnessing the power of their own goals and motivations,” she said.

“Case managers help our customers articulate their own recovery goals and tap into their own motivations that will help them achieve these goals.”

Once the case manager identifies a customer’s capacity and motivators for recovery, a bespoke strategy is created.

Ms Beer says the program builds on work that began several years ago to simplify the claims process and provide more personal and expert help to customers.

“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,” she said.

“It’s about being there to support our customers to live a healthy life in the long term.”