Challenge

The onboarding process for new workplace injury claimants was manual, costly and time-consuming.

QBE approached Creativa to create an interactive onboarding experience that would automate and streamline large parts of the process. This would require branching narratives with up to forty different segment assemblies, generated according to the user’s unique circumstances.

Approach

We created an animation that included a personalised introduction providing some explanation and context of the claims process with key variables like the claimant's name and featured interactive, multiple-choice questions that, when answered, would direct the user on the path most relevant to them.

Production

With the personalised, interactive experience complete, it was made available on QBE’s website. Prospective claimants were directed to enter their details and begin the questionnaire – a quick and easy tool for lodging their claim. Each sequence concluded with a personalised call-to-action, with clear instructions on how to proceed.

Outcome

"Since early 2020, QBE have been sending an interactive and personalised video to people at the start of their workers compensation claim, or compulsory third party (CTP) claim. This has helped us overcome challenges with delivering early intervention treatment to the person who’s been injured, with 83% of people being pre-approved for treatment. This includes over 2000 physio sessions and more than 750 people fast-tracked for psychological support.

The program has also enabled our case managers to identify and talk about key psychosocial risks to someone’s recovery where they couldn’t do this previously. This means we have better conversations about what the injury means to the person who’s been injured, how it’s impacting them, and what we can do to support getting their lives back together following an injury.

Using a digital platform to collect psychosocial risks at scale has further enabled us to take an aggregated view and analysis of where the risks are in each insurance product line, meaning we are being data led and more accurate in risk management."

Christopher Rymer — Head of Healthcare



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