The Key to Long-Term Commitment: Creating Memorable Claimant Experiences
As an insurance company offering automobile no-fault and workers’ compensation insurance, your claims team members are often balancing multiple priorities within each claim assigned to them. From indemnifying the claimant to reviewing provider invoices for accuracy, it can be all too easy to allow the claimant’s overall experience to slide to the bottom of seemingly never-ending task lists. However, ensuring that your claimants have positive experiences throughout their claim can make all the difference when it comes time for them to renew their policies with your company.
Increase your retention rates
Enhancing your retention rates through improved claimant experiences is not only possible, but there are multiple ways to achieve that goal. You may choose to work on enhancing the claimant experience on your own, without the help of a provider. Or you may choose to partner with a provider that has experience in the administration of auto no-fault and work comp claims.
Though neither option is wrong, there are many benefits to partnering with an experienced durable medical equipment, prosthetics, orthotics and medical supplies (DMEPOS), pharmacy and ancillary service provider to help you achieve your goals of increased claimant satisfaction and higher retention rates. Ultimately, partnering with a provider can be more efficient, as the provider will have built up proven processes and procedures that don’t require trial and error on your part.
Northwood is one such provider and has been in the industry for over three decades. Because of that, Northwood’s methods of enhancing claimant satisfaction, improving your claimants’ experience, and boosting retention rates have been proven to work across multiple insurance companies.
One way Northwood helps its partners achieve these goals and more is by offering a customer care line. The care line is staffed with Michigan-based representatives who are deeply familiar with auto no-fault and work comp insurance. Not only are the staff members at the care line knowledgeable, but they offer genuine kindness and compassion to claimants who call in with questions or concerns about their claims. Ensuring that your claimants feel heard, can speak with a real person, and feel cared for all contribute to improving their overall satisfaction levels with your company. In turn, you will realize an increased retention rate over time.
In addition, Northwood’s more than three decades of industry experience translates into a broad network of providers spanning the entire United States. This means your claimants have increased access to in-network providers, which enhances convenience for claimants. And because Northwood pairs this network with pre-authorization of all physician prescribed services, your claimants will not need to pay out-of-pocket for any physician prescribed service that has been pre-authorized and filled at an in-network provider. This further enhances convenience and removes common frustration points, such as reimbursement paperwork, for your claimants as well as your adjusters and examiners.
Increase claimant satisfaction levels
Please call Rosanne Brugnoni at 586-755-3830 ext. 3771 to discuss how a partnership with Northwood can improve claimant satisfaction levels while enhancing the claimant experience and ultimately increasing your company’s retention rates.