Personality plays a powerful role in shaping how people experience mental health conditions and engage with the claims process. By exploring the role of personality, claims professionals can gain deeper insight into customer behavior and make more informed decisions.
RGA’s Pathfinder training modules on “Understanding the Role of Personality” and “Managing the Impacts of Personality” explore how personality traits influence symptom presentation, recovery, treatment adherence, and communication. This article highlights essential insights from these Pathfinder modules, along with key takeaways from a recent RGA webinar and podcast presented by Dr. Peter Farvolden, RGA’s Mental Health Consultant, offering practical guidance to help claims professionals interpret behavior more accurately and support customers with empathy and precision.
Let us start with the basics: What is personality? It is the enduring patterns of thoughts, feelings, and behaviors that make each of us who we are. Personality is shaped by neurological structures, life experiences, and environmental factors and influences how we respond to stress, illness, and even the claims process.
For claims professionals, understanding personality is not about labelling; it is about interpreting customer behavior more accurately and responding with empathy.
Imagine a customer who seems overly anxious or avoids communication. Rather than assuming non-compliance, consider how traits like neuroticism or avoidant tendencies could be influencing their behavior. These traits may impact how customers interact with claims professionals, comply with treatment, or pursue recovery. Personality traits can also affect how mental health symptoms manifest and how customers describe their experiences. Certain personality profiles may also affect recovery trajectories, correlating with slower recovery or the increased risk of a condition becoming chronic.
Personality traits are not a diagnosis but may influence clinical and behavioral patterns. Recognizing this during claims assessment can help claims professionals avoid misjudging symptoms.
Once we begin to understand personality, the next step is learning how to respond to its influence within the claims process. The Pathfinder module on this topic offers practical strategies that help claims professionals adapt their approach to meet individual needs. This might involve adjusting communication styles to better align with a customer’s personality profile, collaborating with treating providers to identify and address personality-related barriers, or seeking expert input when personality traits complicate recovery.
Take, for example, a customer with obsessive-compulsive tendencies. The uncertainty inherent in the claims process may heighten their anxiety, but clear and structured communication can help ease that discomfort and build trust. Meanwhile, someone with dependent traits may benefit from more personal reassurance and guidance to stay engaged in their treatment journey.
Language plays a subtle but important role. Referring to someone as a “customer” rather than a “claimant” conveys a greater sense of respect and understanding. It is a small shift that can make a meaningful difference in how interactions are perceived and experienced.
In September 2025, RGA hosted global webinars titled “Personality Matters: Unlocking the Connection Between Personality and Mental Health in Claims Management.” Led by Dr. Peter Farvolden, the sessions explored how personality traits influence mental health conditions, recovery, and the claims journey.
Dr. Farvolden began by unpacking the concept of personality – exploring nature vs. nurture, debunking common myths, and introducing key personality types. He highlighted how traits such as perfectionism, dependency, emotional instability, and pessimism can act as barriers to recovery, especially when they interfere with treatment adherence or delay progress.
The session offered practical strategies for claims professionals, including adapting communication styles, collaborating with mental health professionals, and encouraging self-awareness. Dr. Farvolden emphasized the importance of tailoring support to individual needs and setting realistic expectations.
In the second half of the webinar, RGA claims professionals posed real-world questions. Topics ranged from identifying personality traits without formal testing to tailoring rehabilitation strategies and applying motivational interviewing techniques. Dr. Farvolden illustrated how different traits respond to different approaches. For example, highly conscientious individuals may benefit from structured recovery plans, while extroverted customers might thrive in group-based or in-person support settings.
The webinar closed with a reminder that understanding personality is not about categorizing people. Rather, recognizing individual needs enables claims professionals to explore small adjustments in communication or strategy that can positively impact a customer’s recovery journey.
In this compelling episode of RGA’s Mental Health Podcast Series, Dr. Peter Farvolden dives into the nuanced role of personality in mental health claims. He explains that personality is a mix of genetics and life experiences, and that certain traits can either support or hinder progress.
For claims professionals, the podcast offers valuable guidance, including how to recognize personality-related barriers, tailor communication, and engage with empathy. It is a reminder that behind every claim is a person with a unique story.
Managing mental health claims is not just about policies and procedures; it is about people. By understanding personality, claims professionals can help support recovery and uphold dignity. Whether through training modules, webinars, or podcasts, these resources empower us to see the whole person behind the claim and empower claims professionals to make informed, compassionate decisions that support recovery and uphold customer dignity.
Browse more Global Claims Views content, which discusses claims management issues with experts.
