Asteron Life launches pilot programme

The programme will offer some of the life insurer’s case managers, customer support employees supportive workplace practices such as resilience workshops, mentoring, individual training and monitoring to help them in their emotionally challenging roles.

Asteron Life claims and customer solutions executive manager, Seema Bangera, says like customers, employees who interact with customers are too in need of emotional support and can benefit from additional skills, tools and support to assist them with their own mental and physical wellbeing.

“The work our teams do daily to support customers is work recognised as having challenging impacts on their physical and emotional health. Vicarious, or secondary trauma, can occur as a result of their work helping others cope with traumatic events, reviewing distressing information and learning of serious injuries or in some cases death.”

The pilot will be designed to give customer claims handlers the opportunity to reflect on their case management and continuously improve their approach to help manage work-related stress and alert the insurer to risks that may otherwise go unnoticed.