Administering automobile no-fault and workers’ compensation claims often comes with multiple challenges at any given time, especially within claims involving additional complexity or catastrophic injuries. Though indemnification of your claimants is the ultimate goal, it is also crucial to provide excellent, reliable support for your claimants throughout the claims adjudication process. By focusing on the experience your claimants have, your insurance company can help reduce some common risks.
For instance, insurance companies that intentionally work to improve the claims experience for their claimants will often experience higher retention rates due to an increase in claimant satisfaction levels with their company. There are various routes companies may choose to take to begin improving the support and experience offered to their claimants.
One of the most efficient ways to embark on the process of providing excellent support for claimants is to partner with an experienced durable medical equipment, prosthetics, orthotics and medical supplies (DMEPOS), pharmacy and ancillary service management company. A management company such as this can work with your claims team members in delivering enhanced support to claimants, ultimately ensuring an excellent experience that benefits your claimants as well as your company.
One way a management company may choose to enhance your company’s claimant support is by providing access to a customer care line. Claimants should be able to easily access the care line when they have questions or concerns about their claim. Taking care of concerns promptly offers added value to claimants, and being able to speak with someone about their claim offers added peace of mind.
A management company may also offer your claimants access to its medical provider network. To achieve the highest level of claimant support, the network should be expansive, with multiple providers in each state offering physician prescribed services at a contracted rate. This increases convenience for your claimants while the contracted rates will help hold down costs for your company, which you can choose to pass on to your claimants in the form of lower policy rates at renewal.
Embracing technology is yet another way a management company may enhance the claimant experience. For example, the seamless integration of claims payment systems facilitates a more streamlined claims adjudication process which makes the experience more efficient and convenient for claimants. It also enhances efficiency for your adjusters and examiners, reducing their administrative burdens.
Northwood is an experienced DMEPOS, pharmacy and ancillary service management company with more than three decades of experience administering auto no-fault and work comp claims for insurance companies such as yours. Northwood’s vast network, expert customer care line team, and its use of technology are just some of the many methods and processes it has developed to enhance the claimant experience with reliable support. To learn more, please call Rosanne Brugnoni at 586-755-3830 ext. 3771.
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