A Differentiated Claims Experience

By Jamie Ludwig, Director, Claims and Operations

A differentiated experience means different things to different people. That’s why we work to meet customers where they are at claim time.

We lead with our Digital First, not Digital Only Focus to help ensure we exceed expectations for members who prefer a digital experience. We recognize at claim time, that the human voice and extension of support from another hand can be impactful. Our team focuses to help combine the digital experience and the human connection to create differentiated experiences.

The digital experience

With digital preferences shifting, it was clear digital would be key in streamlining the process. We defined what the member valued and updated the experience to create a personalized, simple experience that members may appreciate at such an important time in their life.

The secret sauce of the digital experience is in the system driven decisioning capability. Once the information is entered either online by the member or by a CUNA Mutual Group employee, we can apply rules based logic and predictive analytics technology to drive accurate decisions, faster.

Providing access to helpful digital tools 24/7, including a web channel and our Virtual Cognitive Agent voice option, is essential at claim time to ensure members have what they may need . Especially at midnight when worries could make for another sleepless night.

The human connection

Our purpose in claims is We deliver on the promises made… People pay for a promise that if something happens to them, we will be there to help, and our team is passionate about bringing that purpose to life. Our employees are purpose driven to do the right thing for the customer at the right time.