Whiplash claims in the Netherlands: the current approach and the success of rehabilitation coaching. Presentation by Francie Peters, 4th annual insurance claims management conference Berlin, January 2015

1. 23 Janua232015Berlin, 2015|01|23
‘A different approach to whiplash claims
in the Netherlands’
Francie Peters
Managing Director
Het ExpertiseBureau
4th annual insurance claims management conference

2. Content
• whiplash claims in the Netherlands
• current approach
• rehabilitation coaching
A different approach to whiplash claims in the Netherlands

3. Whiplash claims in the
Netherlands - numbers
• 60.000 motor insurance
claims
• 20.000 whiplash claims
• 1/3rd of total cost of claims
• + 7.000 claims > 2 years
• often (permanent?) inability
to work
A different approach to whiplash claims in the Netherlands

4. Whiplashclaims in the Netherlands - evidence
• combination of medical complaints
• headaches
• insomnia
• loss of concentration
• tiredness
• apathy
• not visible on X-rays/MRI-scans
• only treatment of symptoms
A different approach to whiplash claims in the Netherlands

5. Whiplash claims in the Netherlands - evidence
• almost never discussion about liability
• probable cause is assumed when:
- no record of injuries before accident
- record of injuries after accident
• pre-existence: have injuries gotten worse?
A different approach to whiplash claims in the Netherlands

6. Current approach
A different approach to whiplash claims in the Netherlands

7. Whiplash claims in the Netherlands – current
approach
• dissatisfaction
• license plate = lottery number
• distrustful attitude
• focus on financial side
• doctors are very influential
A different approach to whiplash claims in the Netherlands

8. Whiplash claims in the Netherlands - drawbacks current approach
• added value of doctors?
• re-active way of claims handling
• takes a long time
• negative spiral claimant
• low claimant satisfaction
A different approach to whiplash claims in the Netherlands

9. A different approach - targets
• pro-active
• preventing negative spiral
• reducing time
• reducing cost of claims
• high claimant satisfaction
A different approach to whiplash claims in the Netherlands

10. Mainstream medicine < > behavioral science
A different approach to whiplash claims in the Netherlands

11. A different approach – Fraud?
• evidence is easily obtainable
• are claimants abusing the system?
• coping strategies
• negative spiral > life long complaints
• money < > ‘getting your life back’
A different approach to whiplash claims in the Netherlands

12. Rehabilitation coaching
Patient itself knows best how
to deal with a traumatic incident
(Carl Rogers)
A different approach to whiplash claims in the Netherlands

13. Rehabilitation coaching
• let claimant make his/her own choices
• have the claimant make a commitment to results
• define goals which are smart
A different approach to whiplash claims in the Netherlands

14. Rehabilitation coaching
• open mind
• without judgement
• non directive
• buddy / process coach
A different approach to whiplash claims in the Netherlands

15. A different approach to whiplash claims in the Netherlands
Rehabilition coaching
- main goals
• process < 1 year
• make claimant
self reliant
• self reliance < > money

16. Rehabilitation coaching – how it works
• acknowledgement of injuries
• claimant will feel no need to prove injuries
• claimant must find own solution
• claimant must show commitment to solution
• insurance company must be willing to invest
in self-insight claimant
A different approach to whiplash claims in the Netherlands

17. Rehabilitation coaching –
speeding up the process
• no involvement of medical
advisors
• no discussion about pre-
existence
• prevention of negative spiral
• cooperative environment
A different approach to whiplash claims in the Netherlands

18. Rehabilitation coaching – reducing cost of
claims
• shorter claims process (< 1 year)
• preventing negative spiral
• lower percentage claimants who are unable
to work
A different approach to whiplash claims in the Netherlands

19. Rehabilitation coaching – claimant satisfaction
• project Pandora
• claimant satisfaction
significantly higher
A different approach to whiplash claims in the Netherlands

20. Final comments
• still experimental
• not for every claimant
• detection of negative spiral
• how to avoid unnecesary
interventions?
• assumptions < > research
A different approach to whiplash claims in the Netherlands

21. The End
Berlin, 2015|01|23
A different approach to whiplash claims in the Netherlands