Minimising Consumer Harms From Insurance Claims
Responding to concerns about possible consumer harms caused by insurance claim investigations, ASIC launched a review of the processes of Australian motor vehicle insurance providers. Heartward was engaged to bring to life ASIC’s analysis of insurers’ claims process data, with lived experience insights from those who had recently navigated a motor vehicle claim. We undertook national research with consumers whose comprehensive car insurance claims were investigated and eventually paid.
“The research needed to ethically and effectively reveal the potential consumer impact of claim investigations, and drive industry and claimant behaviour changes to minimise harms.”
Heartward implemented a multi-touchpoint research program incorporating a preliminary online task, narrative interviews, an online forum and a feedback loop, which allowed participants to see directly the outcomes of their participation. The selection of participants ensured that a broad spread of claim circumstances, claimant backgrounds, insurers, claim durations and locations, were represented.
The custom approach successfully shone a spotlight on the range and depth of harms experienced by consumers through the insurance investigation process by illuminating each claimant’s specific story as well as drawing out common themes across consumers.
Heartward’s key themes and recommendations for intervention provided clear guidance to ASIC on ways in which insurers and claimants could be influenced to enact behaviours that would minimise the likelihood of harm during the claim process. In addition, the rich and nuanced consumer stories brought to life in the research were included as vignettes in ASIC’s final report, Roadblocks and Roundabouts.