‘Be more human, think like a customer’ — the importance of empathy and connection in case management

Lauren Finestone

When injured workers reflect on their workers' comp claims experience, it's how their claims manager made them feel, not what they told them, that they remember. QBE’s Customer Excellence Program supports case managers to ‘be more human’ in their interactions with injured workers.

This article summarises a presentation at the Personal Injury Education Foundation’s National Conference in October 2022.  We hear a lot about the importance of empathy and human connection. For Jess Henley (Customer Insights Manager) and Jess Standen (Risk and Innovation Manager) from QBE, these things are more important than ever when supporting an injured worker — they are the ‘keys to gold class case management’....

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Published 30 November, 2022 | Updated 06 December, 2022