Case Study: a top 5 health insurance company improves member engagement and return-to-work outcomes with Cogito

Improving Member Engagement in Disability Insurance

a top 5 health insurance company was facing a challenge with declining member engagement and stagnant satisfaction scores within its short term disability division. An investigation revealed that members perceived a lack of empathy from Disability Case Managers (DCMs), which limited rapport and hindered the members' recovery and return to work. The company turned to Cogito and its real-time behavioral guidance software to address this issue.

Cogito's solution provided in-call speaking guidance to DCMs, empowering them to humanize interactions and build better rapport. This led to a 23% reduction in average handle time, an 11% reduction in days approved versus the maximum duration allowance, and a 17% improvement in members returning to work on time. By using Cogito, the insurer enhanced the member experience and achieved significant operational improvements.