What clients said after the findings session

We had been arguing about “education” for a year. Utilitybloom sat with sixteen motor policyholders who had started a windscreen claim and then called. Fourteen of them had a rejected night photo from a workshop car park. That is a lighting and retry problem, not a poster campaign. I wish we had asked for this before reprinting the branch leaflets.

The endorsement review was useful on address changes and less so on nominee updates, which barely anyone attempted on the app. I would have preferred they told us that on day two instead of week three, but the written note was honest about the thin sample. We stopped asking the branch to push nominee changes onto the handset.

Siti ran the Bahasa sessions without talking over the older policyholders. One man from Butterworth brought his daughter, who had been completing the medical claim on his phone. The findings session put that sentence on the first page. Our contact-centre script still assumed the policyholder was alone with the handset.

The briefing day did not add new numbers. It forced three supervisors and the screen owner to read the same unfinished-claim extract in the same order. We now do that on the first Thursday of the month. The fee was a day of people’s time, which is the true cost, not the invoice.

A longer account: medical e-cards at hospital admission

A medical insurer in the Klang Valley asked us to look at e-card retrieval after hospital staff had begun refusing paper printouts. Policyholders could open the card at home and then could not find it again in the lift lobby, where the hospital’s visitor network was slow and the app asked them to log in a second time.

We watched twelve admissions with the insurer’s permission. Eight people handed the phone to a relative. Four abandoned the app and queued at the insurer’s hospital counter. The written account recommended a longer logged-in session for the e-card screen and a one-tap retrieval that did not route through the full menu. The insurer made the first change within a sprint; the second waited on a vendor slot. We were not in the room for the vendor argument, and we should not have been.

The reservation from their side, recorded in the same file: they had hoped we would also score the hospital counter’s courtesy. That was never in the letter of engagement. Courtesy is a different day’s work.

How to read these notes

None of these clients are named because most insurers will not allow it. If you need a reference call, ask the George Town desk after we have a start letter in draft. We will only connect you with someone who has already agreed to speak.