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Recovery that's measurable. Outcomes that matter to your operation.
THE CLINICAL REALITY
The CAP is an early emotional intervention program — which means it operates at the moment in the claims process when intervention is most effective and least expensive. Every other service in the MVA rehabilitation ecosystem works on the claimant after patterns have already formed. Physiotherapy works on the body. Psychological assessment works on a diagnosis. The CAP works differently — and earlier. It works with the claimant's understanding and nervous system response before emotional distress becomes entrenched, before avoidance patterns calcify into something more complicated, and before the claimant's relationship with their insurer is defined by frustration rather than support.
The research on post-collision recovery is consistent: in the first 72 hours after an MVA, the nervous system is at its most responsive. Threat appraisals are still forming. Behavioural avoidance — avoiding driving, social situations, or normal activity — is not yet fixed. Early psychoeducational intervention delivered inside that window changes the recovery trajectory in ways that intervention weeks later cannot replicate. The CAP was built inside that research. Early activation is not a service feature. It is the clinical mechanism.
HOW WE MEASURE RECOVERY — THE 4 C'S
Most programs measure satisfaction. We measure emotional recovery. The CAP tracks claimant emotional recovery progress using a proprietary framework called The 4 C's — four dimensions that map directly to the recovery outcomes that matter most to return to function:
Calm
General distress and driving-specific distress, tracked across two dimensions for a complete picture of where the claimant is starting from.
Capability
The claimant's sense of ability to manage daily function post - MVA.
Control
The claimant's perceived agency over their own recovery.
Confidence
The claimant's belief in their ability to return to normal activity, including driving.
These are not wellness metrics. They are functional recovery indicators — the difference between a claimant who is managing and one who is escalating. We are actively building our longitudinal 4 C's dataset and will publish findings as the data matures.
WHAT RECOVERY PRODUCES FOR YOUR OPERATION
When claimants recover emotionally — when their distress settles, their confidence returns, and they feel equipped rather than abandoned — something measurable happens in how they feel about the insurer who referred them. We don't lead with this number because it reflects well on us. We lead with it because it reflects something operationally significant about what happens when claimants feel genuinely supported at the moment of highest relationship risk between an insurer and its policyholder.
90.89%
Very likely to recommend their insurer to others.
Weighted average of 'very likely' responses. 1,000+ surveys. Multiple major Canadian carriers. Six years of continuous data.
92.31%
Have already told others about their experience.
Most sharing with 1 to 3 people in their lives. Behavioural measure, not attitudinal. People acted, not just agreed
WHY THIS DATA IS DIFFERENT
Most outcome data in the healthcare-adjacent space measures claimant satisfaction with the program itself. We measure something different — claimant sentiment toward the insurer who referred them, after program completion.
That distinction is intentional. A claimant who likes our program but resents their insurer produces no operational benefit. A claimant who emerges from the experience feeling positively toward the company that referred them is a different kind of file entirely.
THE METHODOLOGY
Our data is collected via survey following program completion. The question posed to every claimant is:
"Based on your experience with our service and your insurer's referral to us, how likely are you to recommend your insurer to others?"
The 90.89% figure represents the weighted average of respondents who answered 'very likely' — collected across all carriers and all years of data collection. The dataset includes more than 1,000 completed surveys across multiple major Canadian carriers over six years of continuous program delivery.
The behavioural measure — 'have you told others about your experience' — is collected in the same survey. 92.31% responded yes.
WHAT CLAIMANTS SAY
On insurer reputation:
"I feel like the insurance company has my back. They've made this an easy process. I think this service is VERY important, especially for people who don't have other coverage. Thank you for helping my family!"
"Definitely an insurance company I would recommend. Having the call from Graham Guidance so soon after speaking with the insurance company was so nice. Having someone to talk to has been such a huge help."
On unexpected value:
"The car might be totaled but it is the client themselves that they should be providing support to. Mental health is so prominent these days that it is going to affect you. Having this support and awareness is huge."
On behavioural recovery:
"Before I talked to you I was ready to give up driving. It really helped to talk and hear that what I was going through was normal and to get recommendations/strategies that helped me turn off my anxious mind."
On return to function:
"After 1 session — I am sleeping better and feeling much better."
PUBLISHED IN CANADIAN UNDERWRITER
Kristin Graham has published two articles in Canadian Underwriter on the psychology of MVA recovery. The first examined how behavioural avoidance, not injury severity, drives poor claim outcomes. The second made the case that adjusters are the first psychological responders in the claims process, whether the industry has recognized it or not. These are not peripheral observations. They are the clinical foundation The CAP was built on.
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