As an insurance company administering claims in the automobile no-fault and workers’ compensation fields, you and your team members know firsthand how much the insurance industry as whole has evolved over the years. Multiple factors have had an impact on this revolution, and one such factor is the changing nature of customer expectations.
Generally speaking, customer service standards within the majority of industries have changed and have ultimately improved. Part of that can be attributed to the fact that a company is more likely to attract and retain customers when they offer a quality customer experience. In addition, technological innovations have played a role in those changing expectations as well.
Advances in technology, even in more recent years, have led to more efficient ways of handling customer issues or complaints. In many ways, technology can be utilized to more quickly resolve a variety of customer service issues, and customers have come to expect a more efficient process because of technology.
This expectation has carried over into the auto no-fault and work comp insurance fields as well. Technology is an important tool within the industry and can be used to improve the claimant experience in many cases. For instance, automated phone recordings, when used in moderation, can be deployed to more efficiently funnel claimant calls to the correct team member or department. However, technology can also be over-utilized, which can then lead to claimant dissatisfaction.
Ensuring that your insurance company is using the right processes and tools to improve your claimants’ experience is crucial. Northwood, an experienced durable medical equipment, prosthetics, orthotics and medical supplies (DMEPOS), pharmacy and ancillary service provider, fully understands this balance and is committed to prioritizing an excellent claimant experience.
One example of this is Northwood’s judicious use of technology. Northwood has the ability to seamlessly integrate with any claims payment system your insurance company uses. This technology means a more efficient claims adjudication process, which carries multiple benefits. It reduces administrative burdens for your adjusters and examiners. But it also reduces delays and streamlines the adjudication process, leading to better outcomes for claimants.
At the same time, Northwood also understands how important it is to ensure that your claimants are able to resolve questions and concerns by speaking directly with a human. With this balanced approach to technology, your claimants receive quality care that is also efficient. Delays are reduced within claims and common claimant frustration points are greatly decreased because Northwood prioritizes an excellent claimant experience.
To uncover all the of the many benefits of improving your claimants’ experience, both for your insurance company as well as your claimants, please call Rosanne Brugnoni at 586-755-3830 ext. 3771 to discuss partnering with Northwood.
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