Every client who starts a claims process has experienced a stressful event.

How you address their emotions at this critical time creates behavioural drivers that influence how clients evaluate their experience with you.

Break away from a 'Sea of Same'

and Address Client Emotion with The Client Assistance Program (The CAP)

Impress Your Clients With Emotional Intelligence.

We help insurance companies maximize client touch points by addressing client emotion. We provide clients with emotional support through phone-based counselling. We train your adjusters to understand the psychological principles at play during a client engagement, and provide an appropriate empathetic response.

We are a 360º emotionally intelligent Empathetic Claims service that reaches ALL claimants.

How it works

Stewart has had a stressful event.

He calls his insurance company and is greeted by an emotionally intelligent adjuster who has been trained on empathetic response. The adjuster acknowledges his emotion and offers help through the CAP. This disarms Stewart and positions ABC Insurance as a 'helper'.

Stewart's accepts the offer, and connects with a CAP counsellor who helps to compartmentalize Stewart's experience, and provides a road map to further recovery.

Stewart has compartmentalized his experience of the stressful event from his experience with ABC Insurance.

Stewart has become a raving fan of ABC Insurance. He is now armed with a narrative of how ABC Insurance was there for him when he needed help. He feels an emotional connection to ABC Insurance.

Start addressing client emotion now.

Short-term, Fast & Effective Emotional Support

Our Client Assistance Program is a proprietary 2-session model conducted by professional counsellors, who work to get clients back to function as quickly as possible.

The 2-session model ensures that we focus our efforts on the current issue at hand without delving into unrelated and/or
pre-existing issues.

The Client Assistance Program by GRAHAM GUIDANCE can help to address client emotion during the claims process, and create an emotional connection to your brand that increases loyalty.

1. Training

We train your adjusters to express an appropriate empathetic response.

3. Phone Counselling

CAP Counsellors contact your clients and provide up to two phone-based sessions.

2. Live Scheduling

Adjusters refer clients to the CAP via an online live scheduler.

4. Online Resources

All clients receive instructions and access to our self-guided online resource center.