Excelling in Experiences for Ongoing Commitment
At first glance, claims don’t seem to have much in common with renewals. However, the way a claimant experiences their claims journey can have a significant impact on whether they choose to renew their policies with your insurance company. It follows, then, that ensuring excellent experiences for your claimants can boost retention rates over time.
Boost retention rates
Of course, no one single way to improve the claimant experience exists. Rather, there are multiple ways your company can be proactive in ensuring your claimants have the best experience possible. In fact, implementing processes proactively is a smart decision that can impact your bottom line.
One aspect you may want to consider improving for your claimants is the entire process of obtaining physician prescribed services. Within this area, your company will have many options for improving experiences for claimants. The first option is to grant your claimants access to a network of qualified medical providers who understand automobile no-fault and workers’ compensation claims.
The benefits here are two-fold. First, experienced providers that deal with these types of claims understand the many inherent complexities that often accompany auto no-fault or work comp claims. Second, providing your claimants access to a network of medical providers that have been credentialed means your claimants will receive quality care.
addition, your company and your claimants can benefit from having pre-authorization in place for every claim you administer. This process involves reviewing all physician prescribed services to ensure they are injury related and appropriate for your claimants. However, it is critical that you implement pre-authorization without adding delays to adjudication times. Once in place, pre-authorization saves your claimants time and frustration because it eliminates the need for them to pay out of their own pocket.
In turn, the elimination of those out-of-pocket costs also eliminates reimbursement paperwork, further saving your claimants time and hassle. This also benefits your company by way of reducing administrative burdens on your adjusters and examiners.
Proactively implementing processes and procedures designed to enhance your claimants’ experience results in claimants who are more satisfied with your company. Those higher satisfaction scores translate into increased retention rates over time. Partnering with a durable medical equipment, prosthetics, orthotics and medical supplies (DMEPOS), pharmacy and ancillary service provider such as Northwood will bring these and myriad other benefits to your company, your claims team members, and your claimant
Increase claimant satisfaction scores
Please schedule a meeting with Rosanne Brugnoni at 586-755-3830 ext. 3771 to learn more about designing an excellent claimant experience with Northwood.