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The first 72 hours after a collision are the most important. You're already there.
THE CONVERSATION THAT MATTERS MOST
The most influential conversation in a claimant's recovery is often the first one — and it's almost always with an adjuster. It happens within 72 hours of the collision, which is precisely the window when the nervous system is most responsive, threat appraisals are still forming, and behavioural patterns are not yet fixed.
Psychologists and practitioners rarely enter the picture until weeks or months later. By then, the window has largely closed. You were there at the moment that mattered most. The question is whether you had the right tools
WHAT YOUR WORDS ACTUALLY DO
When a claimant describes pain, fear about returning to driving, or worry about what happens next, your response sends a signal — about what is normal, what is expected, and whether support is available. A response that briefly acknowledges the emotional dimension communicates that what the claimant is experiencing is expected and manageable.
A response that moves immediately to documentation — not because you don't care, but because that's the language your training provided — can unintentionally communicate that the emotional experience is outside the scope of what this process addresses.
That signal shapes what happens next in the file. Claimants who receive early, normalizing contact after a traumatic event are significantly more likely to maintain function and less likely to develop the avoidance patterns that extend claims and complicate recovery. You don't need to be a therapist to make that difference. You need the right language.
WHAT THE CAP GIVES YOU
The CAP was built specifically to support adjusters in the early contact window — not to add to your workload, but to give you a clear, credible referral pathway and the language to introduce it. Here is what you get when your organization activates The CAP
Practitioner-developed language guides
Brief, plain-language guidance that helps you acknowledge the emotional dimension of a collision naturally, without overstepping or dramatizing. You don't have to figure out what to say. We've already worked that out.
A clear referral pathway
One simple form, less than two minutes. You identify that a claimant could benefit from early support, submit the referral, and The CAP team handles everything from there. Your claimant is contacted within one business day.
A credible explanation for claimants
When you introduce The CAP, claimants sometimes hesitate — they weren't expecting support through their insurance claim, and the word 'counselling' carries assumptions that don't apply here. The language guides address that too, so you can explain what this is, what it isn't, and why their insurer is offering it.
WHAT HAPPENS AFTER YOU REFER
Once you submit a referral, your involvement is complete. The CAP team takes it from there. Within one business day your claimant receives a practitioner assignment, a personalized resource package, and access to The CAP app.
They complete up to two structured psychoeducational sessions focused on giving them practical tools for their own emotional recovery. No treatment plan. No ongoing clinical relationship. No follow-up required from you.What you may notice — and what the data consistently shows — is that claimants who go through The CAP are easier to work with.
They communicate more clearly. They are less anxious and less adversarial. 90.89% say they are very likely to recommend their insurer after completing the program. That outcome starts with your referral
WHAT CLAIMANTS SAY ABOUT THEIR ADJUSTER'S REFERRAL
"Lady (adjuster) was so nice — she gave good recommendations. Thank you so much for calling me, it was really good."
"I am impressed that they offered this service.I found it helpful to learn new strategies and talk to someone right away."
HOW TO REFER
The form takes less than two minutes. Your organization's claims manager can provide access and answer questions about eligibility and workflow
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