TH March is proud to announce that its Claims Team has become Dementia Friendly, strengthening its commitment to providing an inclusive, accessible and people-focused service to customers.
Making an insurance claim can be worrying for anyone, particularly when someone is dealing with the loss, theft or damage of a treasured possession. For people living with dementia, the process can present additional challenges if information is difficult to follow, decisions feel rushed or conversations are not handled in the right way.
Through the Dementia Friends programme, members of the TH March Claims Team have developed their understanding of dementia and the practical ways they can adapt their approach to better support customers.
This includes recognising when someone may need more time, providing clearer explanations and adapting communication to individual needs, while continuing to deliver the professional and reliable claims service TH March customers expect.
The initiative forms part of TH March’s wider commitment to diversity, equity, inclusion and belonging. While the Claims Team has taken this important step together, colleagues across the business are also becoming Dementia Friends, helping to build greater understanding of dementia throughout the organisation.
The scheme, a national initiative from Alzheimer’s Society, helps people better understand dementia and its impact, while highlighting the small, practical changes that can make a meaningful difference to those living with the condition.
“Each initiative we embrace in our programme of supporting diversity and equity helps us to build a wider culture of understanding, inclusion and belonging across the business. Becoming Dementia Friendly is one positive example of how we can turn that commitment into practical action, encouraging colleagues to be more aware of the different experiences, needs and challenges of all those around them – be that colleagues or customers – and to respond with patience, empathy and care.”
“This is another positive step in making sure our service is not only efficient and knowledgeable, but also ever more thoughtful, inclusive and people-centric. The Dementia Friends programme has given colleagues practical knowledge and greater confidence in recognising when someone may need a different approach or additional support. My wish would be not only to have 100% of employees achieve Dementia Friends status, but also to continue that commitment through further skills and knowledge development opportunities around inclusion.”
The Dementia Friends initiative was introduced through TH March’s Diversity, Equity, Inclusion and Belonging Committee, helping colleagues develop greater understanding of dementia and how small changes in communication and approach can make a difference.
As an independent, employee-owned business, TH March places its people and customers at the heart of its culture. Becoming Dementia Friendly is another step in putting that people-first approach into practice, particularly at the moments when customers need support most.
The Claims Team will continue to build on its knowledge and experience, while encouraging more colleagues across TH March to become Dementia Friends and helping to strengthen an inclusive culture across the business.