Insurance companies in the automobile no-fault and workers’ compensation claims industry must ensure they prioritize the claimant experience. Though placing an emphasis on the experience claimants have with your company may sound like it should not be a top priority, a lack of emphasis in this area can often come with hidden costs or negative consequences.
The Hidden Costs of Poor Claimant Experience
Improve the claimant experience
Many claimants filing a work comp or auto no-fault claim may never have had the need to file a claim before. Naturally, a lack of experience navigating the claims adjudication process can contribute to feelings of apprehension or overwhelm on the part of a claimant. While it is the responsibility of your examiners and adjusters to indemnify your claimants, they should also ensure your claimants’ questions or concerns are addressed appropriately.
Claimant communication, especially when it comes to frequently asked questions, can often take up significant amounts of time for your claims team members. However, it is critical to ensure that your examiners and adjusters can be available for your claimants should a concern or question arise.
If a claimant finds it difficult to talk directly with a claims team member, they can quickly become frustrated. That frustration can turn into low claimant satisfaction scores which ultimately can drive down your company’s retention rates over time. On the other hand, if a claimant is able to reach a knowledgeable team member who can address their concerns in a timely manner, the claimant is more likely to be satisfied with your company. That satisfaction makes it more likely claimants will renew, which then increases your retention rates.
Additionally, many common frustration points also exist in the claims adjudication process. One example is the submission of reimbursement paperwork for physician prescribed services. Paying out of pocket for these services, keeping track of receipts, and submitting the appropriate paperwork for reimbursement is often tedious or burdensome for claimants.
Furthermore, tracking and approval of reimbursements for physician prescribed services often becomes a burden for your examiners and adjusters as well. These team members may need to contact clients when reimbursement paperwork is completed incorrectly or receipts for physician prescribed services are missing. This extra administrative burden slows down the entire claims adjudication process, contributing to delays in closing the claim.
Frustration points such as these can ultimately lead claimants to become dissatisfied with your company. They can also lead to delays in adjudicating a claim. When frustration points and delays are not addressed, they can contribute to increased claim costs as well.
Improve claimant satisfaction
Addressing the claimant experience can help hold down costs and avoid negative consequences for your claimants as well as your insurance company. Partnering with a durable medical equipment, prosthetics, orthotics and medical supplies (DMEPOS), pharmacy and ancillary service management company like Northwood can help enhance the claimant experience and help your company avoid hidden costs and consequences. Please call Rosanne Brugnoni at 586-755-3830 ext. 3771 to explore ways to partner with Northwood.