How Northwood Emphasizes Claimant Satisfaction
Insurance companies administering automobile no-fault and workers’ compensation claims must balance multiple priorities with every claim. Adjusters and examiners work to adjudicate the claim as quickly and efficiently as possible while also ensuring the claimant is indemnified. Claims staff members must also ensure claimants are satisfied.
It can be easy to place claimant satisfaction lower on the list of priorities, but it is just as important as helping the claimant recover. Northwood is a third-party administrator (TPA) of auto no-fault and workers’ compensation claims. With 30 years of experience in the industry, Northwood has fine-tuned its processes to ensure that claimants are satisfied throughout their claims journey.
Improve claimant satisfaction
One way Northwood emphasizes claimant satisfaction is by eliminating reimbursement paperwork. Traditionally, claimants are required to pay out of pocket for physician prescribed services related to their claim. That then necessitates filling out paperwork and sending receipts into the adjuster or examiner assigned to the claim.
Northwood takes a different approach. It offers its insurance company partners access to its credentialed network of providers. Northwood also implements a pre-approval process on every claim to ensure each physician prescribed service is injury related and relevant to the claim.
This two-fold approach gets rid of the reimbursement process because claimants do not pay for their physician prescribed services out of their own pocket, which removes a major frustration point for claimants.
Granting access to this network also means that claimants receive quality care. Northwood evaluates each provider before accepting them into the network, and on an annual basis each year after they’re accepted.
Beyond network access, Northwood offers a customer care line for claimants. This provides a personalized approach to the claim, which claimants appreciate. Navigating a claim can be overwhelming for some claimants, and this care line allows them access to a trusted professional who can answer their questions.
To ensure claimants are satisfied, Northwood sends out claimant satisfaction surveys. These surveys measure how the claim went and provide actionable data for the insurance company. Improving the claims process can further boost claimant satisfaction.
Emphasizing claimant satisfaction is the right thing to do for the claimants. However, it also carries significant benefits for insurance companies. Claimants who are satisfied with their claims experience are therefore more satisfied with the insurance company itself. They are more likely to renew their policies which boosts retention rates over time.
Boost your retention rates
Northwood emphasizes claimant satisfaction in a variety of ways. Pleasecall Rosanne Brugnoniat 586-755-3830 ext. 3771 for personalized look at how Northwood can help your insurance company increase claimant satisfaction levels.