People’s ability to withstand a traumatic event and bounce back from it can be astonishing. What they have in common is a fundamental resilience that allows them to absorb adversity and come back better than ever.
Resilience is an innate human trait that can be learned and developed. When harnessed effectively, it can be used as a powerful tool to overcome setbacks and get life firmly back on track.
Inspired by the role that resilience can play in helping people recover from physical and psychological adversity, we’ve been exploring how we can help our Compulsory Third Party (CTP) customers. The result is a new initiative called the ECC innovation program.
The ECC innovation program has been designed to better the experience of our Personal Injury customers who have a lodged a CTP claim with us.
Crucially, we’re improving how our frontline Claim Managers engage with customers by providing them with the skills and confidence they need to help customers on their path to recovery. The program also aims to empower our customers to take control of their recovery journey and use resilience tactics following a setback.