The Reinsurance Group of America (RGA) has published some of its research investigating the effectiveness of behavioural science-influenced processes surrounding return to work (RTW) efforts.
“Behavioural science techniques can help facilitate RTW after a temporary disability and are particularly effective during a mental health leave,” they write in the recent note entitled Using Behavioral Science to Help Claimants Return to Work.
They say insurers have a responsibility, where possible, to help claimants RTW in a safe and timely manner. Mental health claims, however, are increasing in prevalence and complexity.
RGA says a behavioural approach to the development of claims forms can improve the assessment and management of claims because the forms elicit better information. A standard free-text input field, for example, may appear simple but is a cognitively demanding task, they point out.
“Many claimants, understandably, skip these complex steps and record the least amount of information they feel they can provide to answer the question. This results in extra work as a follow-up telephone call or form will be required to obtain the missing information,” they write.
Short checklists
In a study of 8,000 people in four countries, including Canada, RGA tested alternative versions of the occupational duties questionnaire, alongside a typical free-text questionnaire.
“Short checklists were by far the most effective of the question versions tested,” they write, adding that checklists improve the quality of the information collected. Claimants also perceived that the checklists were quicker to answer, despite these taking 16 seconds longer to complete when compared to the free-text questions.
“RGA trials conducted for clients around the world are showing that behavioural science techniques can be applied effectively and efficiently. For a small initial investment of time, the techniques can be successfully incorporated into every phase of the claims process, benefitting the claimant and the insurer.”
