Home Healthcare

Designing pathways that bring clarity, empathy, and trust into home health journeys

The rapid growth of home healthcare services has outpaced the protections available for its workers. The Hartford partnered with us to understand the realities and risks facing home healthcare professionals—and to explore opportunities for insurers to play a more proactive, supportive role.

We conducted in-depth qualitative research with home healthcare workers, agency leaders, and brokers. What emerged was a vivid picture of an often invisible workforce facing complex challenges: entering unpredictable environments, navigating physical and emotional risks, and lacking clarity around insurance protections and workplace support.

Our insights reframed the opportunity: from reactive coverage to proactive partnership. We identified key experience gaps—from onboarding and risk training to post-incident support and worker well-being resources. Working with The Hartford’s innovation team, we developed concepts for integrated services and tools designed to improve safety, clarity, and trust between workers, agencies, and carriers.

The outcomes of this work are informing The Hartford’s evolving strategy around product innovation and partnership models in the growing home healthcare segment—positioning the carrier not just as an insurer, but as an advocate for frontline care workers.