Company or organization

Helping the claims organization rise to the top
Fulfilling the company mission through smarter claims processes and deeper engagement
Beating the competition; having the opportunity to disrupt the industry and bring new capabilities to serve customers; and being perceived as the claims organization leading the industry due to analytics, expertise and innovative ways of handling claims

Customer

Helping people get back on their feet, sometimes after major disasters that have upended their lives
Creating a superior customer experience — simply making a customer's day or solving a larger problem for them — thus providing agents with a source of energy and sense of accomplishment

Society

Playing a critical role in accident and disaster relief
Making people's lives easier and helping their financial stresses
Playing an active role in the community, such as through volunteer day or impact activities
Being able to make a larger impact as part of the organization

Team

Working together to problem solve; collaborating creatively
Experiencing an environment of inclusion, belonging and connection

Personal

Seeing opportunities for advancement and personal and professional growth
Feeling stimulated and challenged by complex claims activities and opportunities to problem solve

Embedding these sources of meaning in leaders' communications is the next step. Day-to-day meetings and coaching conversations can also incorporate sources of meaning to help them resonate more deeply. When leaders show empathy to their employees by making sure they provide individual sources of meaning, they inspire colleagues to do the same. That level of empathy can then be shown to customers, which provides an advantage; McKinsey claims practice research shows a lack of empathy is the number one reason for customer dissatisfaction in claims.

Special Reports /

Finding the key to claims transformation

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