Today, multiple insurance companies offer automobile no-fault and workers’ compensation insurance. Insurance companies often choose to market the features and benefits of their insurance policies to attract new insureds. However, companies that have built trust with their customers have also emphasized enhancing their claimants’ experiences by delivering excellent service throughout claims adjudication process.
What High-Trust Organizations Get Right About Service
Improve the claimant experience
Building trust with consumers or potential insureds inherently means focusing on service. When it comes to administering claims, it is crucial for insurance companies to expend the effort to improve claimant experiences as much as possible. Claimants often have various touchpoints with a company throughout their claim journey, which represents multiple opportunities for claims team members to provide excellent service.
There are many ways to improve the experience for your claimants, but it can be challenging for adjusters and examiners to keep service a top focus given their daily tasks. One of the most efficient ways that insurance companies build trust and a reputation for excellent service is by partnering with a durable medical equipment, prosthetics, orthotics and medical supplies (DMEPOS), pharmacy and ancillary service management company like Northwood.
Northwood has more than three decades of experience in the work comp and auto no-fault industries. Over the years, Northwood has developed and refined its processes and procedures in order to enhance the service level provided to claimants of its insurance company partners. This emphasis on delivering excellent claimant service benefits both claimants as well as insurance companies.
For instance, one of the ways Northwood improves the claimant experience is by implementing pre-authorization on all work comp and auto no-fault claims. Pre-authorization ensures that all physician prescribed services are injury-related and appropriate for each claimant.
Northwood then pairs pre-authorization with an expansive network of medical providers that spans the entire United States. When claimants choose an in-network provider, Northwood’s pre-authorization process allows them to receive their physician prescribed service with no out-of-pocket costs. In turn, this eliminates the need for claimants to track receipts and submit reimbursement paperwork. This removes multiple points of frustration commonly found in the claims adjudication process.
In addition, Northwood thoroughly evaluates each medical provider before allowing them to join the network. Northwood’s evaluation and regular provider re-evaluations ensure that claimants receive high-quality care, which drives up claimant satisfaction scores and helps improve outcomes. Ultimately, those increased scores also translate to increased retention rates for your insurance company.
Improve claimant satisfaction
Northwood’s experience and focus on delivering an enhanced claimant experience benefits claimants, claims team members, and insurance companies. Please call Rosanne Brugnoni at 586-755-3830 ext. 3771 to discover the many additional benefits of a partnership with Northwood.