Insurance claimants value being guided through the process as much as they do the financial outcome, according to new research.

The research was conducted for AFRM Claims Advocacy, a joint venture of Gallagher Bassett and specialist risk insurance adviser Australian Financial Risk Management.

University of Melbourne students interviewed a variety of industry stakeholders to test two hypotheses around insurance and claims.

The first hypothesis is that educating customers about the process can produce a better experience for them; the second is that claimants will value an advocacy service during the claims process.

The study found claimants want help through advocacy, education and administrative support.

While claimants mentioned the desire for financial outcomes, the survey shows support and overall understanding of the claims process is “top of mind”. 

Study respondents prefer websites to apps for education. The research also highlights the need for a peer-to-peer forum to help educate claimants, and a desire for simple language.