When it comes to workers’ compensation and automobile no-fault claims, insurance companies often balance myriad priorities. The first priority of any claim must be the indemnification of the claimant. Beyond that, multiple priority areas must be addressed to efficiently administer claims. One critical area of importance involves the avoidance of service gaps when it comes to the claimant experience.
One of the common service gaps within claims administration is a lack of access to knowledgeable claims team members. When claimants experience an injury due to a workplace or auto accident, they often have questions about their claim. If they reach out to your company and are unable to connect directly with a team member, this leads to a gap in service that can drive up the claimant’s frustration levels.
When gaps such as this exist and are not addressed, your claimants may go from frustrated to dissatisfied with your company, which is then reflected in your claimant satisfaction scores. If allowed to persist throughout multiple claims, those service gaps can then drive down your company’s retention rates. If negative claimant experiences continue, they can ultimately negatively impact brand trust with potential insureds.
One of the most effective ways to address service gaps and prevent the negative consequences often associated with them is to partner with an experienced durable medical equipment, prosthetics, orthotics and medical supplies (DMEPOS), pharmacy and ancillary service management company. Northwood is a management company with over 30 years of experience administering auto no-fault and work comp claims.
Over the course of more than three decades, Northwood has developed numerous processes and procedures to address service gaps and enhance your claimants’ experiences. For instance, Northwood provides its insurance company partners access to its customer care line. The care line is staffed by knowledgeable experts in auto no-fault and work comp claims. Furthermore, the team members are based locally and offer caring, compassionate support to claimants with questions or concerns.
In addition, your examiners and adjusters may also access the care line as an additional resource. This frees up time for your claims team members, driving up efficiency within your claims administration process. This also means an increase in claimant satisfaction levels since the claims process is made more efficient overall.
As a trusted DMEPOS, pharmacy and ancillary service management company, Northwood offers numerous other options to help close service gaps and enhance the claimant experience. Partnering with Northwood to administer your auto no-fault and work comp claims can increase your retention rates, hold down claim costs, and positively impact brand sentiment with potential insureds. To learn more, please schedule a meeting with Rosanne Brugnoni by calling 586-755-3830, ext. 3771.
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