MetLife and SuperFriend are trialling a program to help claims managers provide intensified support to customers.

The program aims to equip claims managers with a broader range of interpersonal skills to improve their engagement with policyholders, including using motivational interviewing.

Techniques are devised to help claims managers and customers develop ideal personalised goals to improve the customer’s quality of life. The program also aims to help claims managers understand customers’ unique situations.

SuperFriend developed the tailored program for claims managers after incorporating in-depth research from its industry partnerships. The pilot will conclude in early 2020, after which SuperFriend plans to roll it out to other insurers.

SuperFriend CEO Margo Lydon says the approach is designed to make the process” a lot more human” by empowering the customer and equipping the claims manager with improved skills.