Your adjusters and examiners work with automobile no-fault and workers’ compensation claims each day. This familiarity with the claims adjudication process benefits your company by improving efficiency. However, remembering that your claimants are not nearly as familiar with the claims process is a crucial component of improving the overall experience for your claimants.
For the most part, your claimants have likely only dealt with a small number of claims throughout their lifetime. Many claimants may have never experienced filing a claim at all. When a claimant is injured in an auto accident or while working, the adjudication process can quickly feel overwhelming to those who have not experienced the journey of filing a claim before. In light of this, adding elements of human touch throughout the process can provide a vast array of benefits.
Northwood is an experienced durable medical equipment, prosthetics, orthotics and medical supplies (DMEPOS), pharmacy and ancillary service provider and truly understands the importance of improving your claimants’ experience. Ensuring that your claimants have access to someone they can speak with throughout their claim is a critical step in providing that human touch. Because of this, Northwood staffs a customer care line that both claimants and adjusters or examiners may access.
The care line is staffed by local agents who are knowledgeable as well as caring and compassionate. When your claimants have a question, they may simply call the care line to speak with someone about their claim. Northwood leverages a small number of automated recordings in order to more efficiently route claimants to the correct department. However, Northwood avoids relying too heavily on automation in order to significantly reduce claimant frustration points.
Adjusters and examiners may also call the care line to address any questions about the claim. This saves time and enhances efficiency for your claims team members. Yet it also means adjusters and examiners can choose to proactively reach out to check in on a claimant’s experience. This is an excellent way to ensure your claimants feel cared for, and in turn, this additional touch has an impact on retention rates over time.
Northwood implements a multitude of processes throughout every auto no-fault and work comp claim it administers for insurance companies, including allowing claims team members and claimants access to its care line. In addition, Northwood offers pre-authorization on all physician prescribed services and seamless integration with any claims system, both of which improve the claimant experience while also benefiting your insurance company.
To receive a more in-depth analysis of how these claimant-focused practices can improve the experience for your claimants while also benefiting your insurance company, please call Rosanne Brugnoni at 586-755-3830 ext. 3771.
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