PARTICIPANT ROLES AND PROCESS TYPES IN ENGLISH HEALTH INSURANCE FORMS

The paper reports on a study that investigated about the English health insurance claim form with content analysis and the systemic functional approach for the purpose of identifying process types and participant roles. According to Systemic Functional Linguistics, the experience is a process that shows “what’s going on” and “who is involved”. Thus, the experience is represented by a clause. The data consisted of 313 clauses from 5 English health insurance claim form. Results revealed five types of process, they are material, verbal, relational, mental, and existential process. Results revealed 62,9 % material process, 5,1% verbal process, 2,2% mental process, 21,4 % relational process, dan 0,9% existensial process. It means every process represents the primary elements and shows the actions.


BACKGROUND
Form, as a transactional tool which public use for some requirements, has components to be analyzed.Form is a trasactional text.The form has a goal to reach the purpose, that is recording the data.The roles of company and the member in the form shows there is a transaction between them.For instance, the company as a writer, and the member as an audience/a reader has a relationship to do the transaction.The transaction is not about finance, it is actually about an exchange of information.As Halliday (2014) states "the commodity being exchanged into goods and services, and information".To be known, the transaction in the health insurance claim form uses language to exchange the commodities.Language express human's experience, and the clause is a real form of language.The experiences which occur in the health insurance claim form are seen by the clauses.
Text is a semantic unit (Eggin, 2005).While, clause is organized by interactive events between the writer and the audience.(Halliday, 2014, p.106).Clause brought the phenomenon "what's going on" and "who is involved".By Systemic Functional Linguistics (SFL), the structure of clause consists of two components, such as verbal group which represents the process , and noun group which represents participant.Noor, et.al (2015) said about the SFL is an approach to analyze the language.Wachidah (2010, p.202) states SFL is functional approach which can analyze language as its function.She added that text as a language form consists of the configuration among syntax units, called clauses.She reveals clauses on newspaper texts use material process with the highest score 49,5%.Ong'onda (2016) reveal the headline of 24 newspaper contain material ans relational process which indicates the whole process of terrorism is concerned with actions and events.As Thompson (2014, p.92) notes that clause function can affect people action.It means clause carries meaning from the experiental perspective: clause is about an action.Feng and Liu (2010), who has identified Obama's speech, found the clauses influence and give meaning to the listeners to act something.Halliday (2014) said there are three components of clause, such as noun group, verbal group, and adverbial group.Bakuuro (2017, p.213) states "the process is an embryo".It is the most important on with or without clause.He adds process is followed by the participant (which made by subject and object) and then the circumtances (made of adjunct and adverbs).Sujatna (2012) argues that every clause in English represents one process.Haratyan (2011, p.261) mentioned the process of human experience is the process of semantic (doing, happening, feeling, sensing, saying, behaving, and existing) and it classified into material, relational, mental, verbal, behavioral, and existential processes. Then, Ngongo (2016, p.136) says experiental meaning is realized by transitivity system, which found the process.He adds by quoting Kazemian (2013) that "nominalization is the content of the process and information."Nominalization can increase the information of nominal group.Koutchade and Loko (2016) states people use language for their interaction.There are four clause functions in communication such as make statements, commands, questions, and offers in their conversation.They use it to make their interaction has more meaning.As Halliday (2014, p.30) states that the ideational metafunction is that language is an action.It is related to human experiences.He adds that clause represents the experience (clause as representative).Zhao and Zhang (2017) states the theories of transitivity system play an important part in the ideational function.Transitivity systems manage six process, such as material, relational, verbal, mental, behavioral, and existential. Ezeifeka and Ogbazi (2014) found clause as exchange: interrogative and imperative clauses in the literary text.There is something can be done by language.As if people use language and then they do something.
The research uses text as a research object.The focus of the research is English health insurance claim form text, and the sub focus of the research is types of process.The research question is how the participant roles in the health insurance claim form?; and what are types of process in the health insurance form?

METHOD
This researchis qualitative research uses content analysis with systemic functional approach.The data are clauses from 5 health insurance claim forms.

Data Collection
There are 313 clauses of 5 health insurance form (the range is about 50-60 clauses per text).The form is chosen to be the object of the research because the form is used by public, and the form has a various process.Then, collecting the data by making them into number of clause, classification of conjunction, and clause.One clause represents one process.For example, in the text no. 1 (PT.Reliance Indonesia) with number of clause 1-1 until 1-66.This table 1 shows the texts and the clauses:

Analyzing the Data
Identifying the data by analyzing the unit of clause by gathering them to the column so that all clasues seen by its part.The column consist of number of the clause, conjunction, participant, process, and circumtances.For known, the noun representsparticipant, verbs represents process, and adverbial group/prepositional phrase represents circumtances.For example, the table 2 below shows the material process:

Participant Roles in English Health Insurance Claim Form
According to 5 claim forms, there are many command stated bya only the noun phrase.It means the clause is not only shown by complete verbal group and noun group, and adverbial group.There is a omission in the clause.The research of language for business shows that noun group shows the demand (Schmeid, 2004).For example, in the noun phrase: From the table, the use of verb constructin (be + to be + past participle) means the passive voice which has meaning as a command.The analyzing of clause is: There are one clause with one process, and two nouns of one clause.This shows that the first noun is identified, and the second noun is the identifier.The process of the clause is relational process.The identifying relational process can be reversible, while the attributive relational process is not reversible.The attributive relational process, can be seen at a check list point which is written on the form, for example: For those check list choice, the cluase is not reversible.The attribute explain the carrier.Martin, et. al (1997); Eggin(2003); Halliday and Matheissen (2014); Kazemian (2013); Bakuuro (2017) states there are six process which shown the experience of human, the type of process are material (doing), verbal (saying), mental (feeling), relational (relating), beahvioral (behaving), and existential (existing).
Forms as public texts in conveying information, of course making the reader do something for an action.The command shown in the form is visible from the verb.In SFL, verbs represent the process stated in the clause.Analysis of 313 clauses found various types of processes, such as processes (1) material, (2) verbal, (3) mental, (4) relational, and (5) existential.The results of the analysis of process types showed 62,9% material processes, 5,1% verbal processes, 2.2% mental processes, 21.4% relational processes, and 0.9% existential processes.It is shown on the table 3: thoughts of members (through mental processes), and information submitted through forms.
In one clause there is one verb involving one and or several participants.If there are two successive verbs, the first verb explains a process that is happening in the second verb.For example, clause 4-2 -4-3 in text no.4: Please ensure to complete the mandatory requirements.In the sentence above, there are two clauses that represent two processes, and one participant in the same.The participant that is applied in the clause is (you) as a customer.Clause 4-2, please (you) ensure to represent the mental process, namely the senser, you, and the phenomenon (process), which is ensuring.Clauses 4-3, (you) complete the mandatory requirements, which represents the material process, because the participant (you) takes action, namely completing the requirements.Another example, four clauses that represent four processes, namely in clauses 4-44 -4-47: I have read, understood, answered, and filled in all the questions above with the honest truth, complete, and in accordance with actual circumtances.
Clause 4-44 clause "I have read in all the questions above with the honest truth ..." which represents the material process, in the process of reading (read) done by the actor (actor), namely I. Then followed by the next clause with the same participants.The use of conjunctions and in each comma signifying the next clause.Therefore, clause 4-45 "(I have) understood in all the questions above ..." which represents the mental process, namely the senser (I), and the phenomenon (process), with cognitive process namely understanding (understood).
Clause 4-46 "(I have) answer in all the questions above ..." represents the verbal process, which is indicated by verbal answer (answer), and the speaker (sayer) that is (I/the member).Clause 4-47 "(I have) filled in all the questions above ... "which represent the material process, in the process of filling (filled) carried out by the actor (actor) namely I.The word "have" as an Finite verb for I is ommited because there conjunction, pointed by "comma (,)".The words are located before the verb that contains the meaning of polarity such as do not (do not) as stated in clauses 4-4 and 4-6, namely: (4-4) Please do not sign this form field blank; (4-6) Please do not remove your answer in any way.
In two clauses 4-4 and 4-6, the do not does not act as a verb, because the word do not is an auxiliary verb.

The Types of Process in English Health Insurance Claim Form 1. Material Process
The five forms analyzed showed 197 material processes (62,9%).In the material process, participants are referred to as actors (actors), goals (goals), situations (circumtances), recipients (recipients), and recipients of services (clients).
Of the five texts of the same type, namely insurance claim forms, involving the actor (actor) to take action, the verbs that appear to have similarities are such as completing, filling, signing, attaching, and others.In text No. 1 (claim form PT. Asuransi Reliance Indonesia) the use of verbs, such as completed, signed, received, completed, stamped, paid, financed, processed, and attached.In text no. 2 (claim form PT. Asuransi Allianz Indonesia) the use of verbs, such as provide, collect, give, and attach.In text no. 3 (claim form PT. FWD Group Indonesia) the use of verbs, such as completed, attached, and addressed.In text No. 4 (claim form of PT.Sun Life Insurance CIMB) the use of verbs, such as completed, signed, signed, deleted, filled in, confirmed, completed, stated, agreed, crossed, deleted, added, approved, understood, answered, and attached.In text no. 5 (PT Chubb Insurance's claim form) the use of verbs, such as filled out, completing, attaching, stating, signing, and filling out.
Verbs which is stating material processes are verbs finite, active voice and passive voice.
1) Finite verb is found about 5 times.They are followed by politeness "please", such as: "Please fill this form by using CAPITAL letter" (Data 4-10) "please cross out the paper to be corrected."(Data 4-8) 2) Passive voice is found 172 times.It shown by the verbs such as be processed, be stamped, be received, be filled, be calculated, be made, be signed, and be completed.For example: "(this claim form must be) signed by the eligible member of Policy Holder."(Data 1-2) "This claim must be completed in full," (Data 1-1) "Policy Number:.... (is to be compeleted with) (Policy Number)" (Data 4-14) "Card Number:.... (is to be completed with) (Card Number)" (Data 4-15) Then the verbs, such as be submitted, be insured, be used, be admitted that needs some object after the verbs.For Example : "any claim shall be submitted to PT FWD Life Indonesia (FWD Life) within 30 days from treatment date."(Data 3-11) 3) Active voices that show material process revealed 20 times.The process are giving, getting, paying, processing, examining, providing, collecting, attaching, entering, and adding.For example: "I will pay the excess of the benefit."(Data 1-59) "(I hereby authorize) PT.Asuransi Allianz Life Indonesia to gather further information / medical records from the Hospital" (Data 2-5) "enter the desired answer" (Data 4-9) "and add your signature."(Data 4-10)

Verbal Process
The five forms analyzed showed 16 verbal processes (5.1%).The verbal process is the statement of the person who is the source of the data.The verbal process involves the participants referred to as informants (sayer), things that are stated (verbiage), statements reported (reported), and statements quoted (quote).Of the five texts of the same type, namely insurance claim forms, involving information sources (sayer), the verbs that appear to have similarities, those are authorizing and stating.In text No. 1 (claim form PT. Asuransi Reliance Indonesia) the use of verbs for giving authorization, informing and stating.In text No. 2 (claim form of PT.Asuransi Allianz Indonesia) the use of verbs for authorizing and stating.In text No. 3 (claim form PT. FWD Group Indonesia) the use of verbs for giving declaration and stating.In text No. 4 (claim form of PT.Sun Liife Insurance CIMB) the use of verbs g uthorizing, answering, granting, and stating.In text no. 5 (PT Chubb Insurance's claim form) the use of verbs for giving, stating, certifying.
Verbal process of 5 claim form revealed 16 times.For example: "I also authorized PT Asuransi Reliance Indonesia to get my medical data or my medical recorded, analyze my claim needed from my health provider / hospital / physician and (I also authorize PT Asuransi Reliance Indonesia) to inform the claim or medical care to my working place "(Data 1-52 -1-54) In the two clauses above (Data 1-52 and 1-54) the authorize word are mentioned twice, one is omitted.a. Process Verbal granted and informed followed by the type of information reported (reported).As an example: "(I also authorize PT Reliance Insurance Indonesia) to inform the claim or medical care to my working place."(Data 1-54) b.Process Verbal stated and confirmed that it was followed by the types of information reported (reported).As an example: "I declare that I have read, understood, and answered all the question above honestly, completely and correctly."

Mental Process
The five forms analyzed showed 7 mental processes (2.2%).Mental processes are processes that occur in thoughts, feelings, and the five senses.The participant involved is called a senser, a phenomenon.Verbs that present the desire to approve and guarantee; which represents cognitive that is understanding.Process agree to be stated more than once.For example: "I agree that the costs incurred related to health care occur ..." (Data 2-10) "I agree that this Declaration and Power of Attorney to be used promptly."(Data 4-51) "(I have) understood (in all the questions above with the honest, complete, and in accordance with circumtances.)"(Data 4-45)

Relational Process
The five forms analyzed showed 67 relational processes (21.4%).The relational process is a process that describes objects / people by mentioning their characteristics, identities, and parts.The participant involved is called the carrier attribute (carrier), attribute (attribute), identity (identified), carrier identity (identifier), owner (possesor), possessed.Verbs that represent the relational process are clearly stated and identified in the clause but are completed.
For example: "This Claim Form is only for Outpatient claims," (Data 4-1) "(This Claim Form) is valid for one patient only."(Data 4-2) "(Be) aware of the condition / well being of the insured" (Data 4-49)

Existential Process
The five forms analyzed show 3 existential processes (0.9%).Verbs that show an existential process that is the word occurs (which is mentioned more than once).
"If it is caused by accident, when did the accident occur?" .
According to the research findings, material process is the highest score in English health insurance forms.It means that the roles of participant is important, because the participant is demanded to do many actions through form.

The Implication Of The Research Findings To English Learning
The research of Systemic Functional Linguistics provides many benefits for English leanring.The object of research is about text.With the SFL approach, it can investigate the root of the text.The analyzing text with SFL revealed the details and meaning of the text.The function of text is also found with SFL.Reagarding curriculum 2013 in Indonesia, especially the basic competency for English in Vocational High School require the three component in their basic competence, such as language function, language structure, and language feature.The three components are in area SFL, includes the giving and demanding actions which their process in it.Thus, the teachers transfer them to students by their learning style.The form can be a media for leaning interpersonal and transactional text.

Table 2 . Material Process
Then, the complete clauses of those noun phrases are: We can see those noun phrases are to be filled by the audience.It means those noun phrases are command.

Table 3 . Types of Process
The findings in the table above show that insurance claim forms are general text in conveying information in the form of actions (through material processes), for accurating the data in form (through verbal and relational processes), and involving the