Behavioural Science
At Hannover Life Re of Australasia, four key behavioural science ‘guiding principles’ have been adopted by our global Behavioural Science Team to support consumers and stakeholders at every touch point or engagement with them. The M&HS works closely with other business units to facilitate the roll out of these principles across various aspects of life insurance.
Support for product design
Ensure products are targeted, innovative and of interest to modern consumers
Give certainty to customers
About the product, advising what to expect regarding costs, benefits and processes.
Review underwriting applications
Frame questions to ensure customers can answer them accurately and effectively
Design quality claims forms
Ensure forms are optimised to allow customers and clinicians to complete them efficiently
Provide timely solutions
Understand customer requirements to ensure that solutions meet their needs at the right time
Build trust over time
Through clear communication, personalised engagement and human connection
Understand customers holistically
Most consumers act in a manner consistent with their circumstances, beliefs and prior actions
Normalise disclosure of information
Help customers feel at ease by telling them what others like them are experiencing
Instil confidence
Tell customers what scientific research and relevant institutes are saying and advising
Inspired by the EAST framework developed by the Behavioural Insights Team in the UK
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