Aligning Claimant Experience with Business Outcomes
Insurance companies like yours administering automobile no-fault and workers’ compensation claims are well aware that each claim can involve complexities and even competing priorities. Adjusters and examiners must indemnify your claimants to the highest degree possible while also ensuring an excellent claimant experience. At the same time, your company as a whole must also have an eye toward improving business outcomes.
Improve your claimants’ experiences
At first glance, it may appear as though indemnifying claimants and improving the claimant experience are competing priorities to improving business outcomes, but that is not necessarily true. In fact, strategically oriented insurance companies are balancing these priorities in order to simultaneously benefit their companies, their claims team members, and their claimants.
Enhancing the claimant experience can take a multitude of forms. It can take the form of companies prioritizing customer service training for their claims team members. Or it can mean more involved processes, such as setting up a customer care line or leveraging technology to the benefit of claimants and the insurance company itself.
When it comes to customer care lines, many insurance companies have realized the benefits they bring to claimants. Ultimately, many of your claimants may not have had to file a claim of any sort before, which often means they have multiple questions and concerns. Providing them with access to a care line will put their uncertainty at ease, allowing them to speak with someone and resolve their concerns quickly.
Insurance companies also benefit from a care line because it frees up time for their adjusters and their examiners, improving their efficiency. In addition, the care line contributes to an enhanced claimant satisfaction score with the company itself because claimants feel heard. Over time, higher claimant satisfaction levels can translate into increased retention rates for the company.
Similarly, prioritizing the diligent use of technology within your company’s claims adjudication processes can benefit your claimants as well as your company. When used judiciously, technology can contribute to enhanced efficiency for adjusters and examiners. It can also help streamline the claims adjudication process, which further enhances a claimant’s experience and overall satisfaction with your company.
Insurance companies are free to choose a variety of approaches in order to better align the claimant experience with business outcomes. However, partnering with a durable medical equipment, prosthetics, orthotics and medical supplies (DMEPOS), pharmacy and ancillary service provider is often the most efficient way to begin or enhance the process.
Improve business outcomes
Northwood is DMEPOS, pharmacy and ancillary service provider with over 30 years of experience administering work comp and auto no-fault claims. This experience translates into enhanced claimant experiences and improved business outcomes for its partners. Please call Rosanne Brugnoni at 586-755-3830 ext. 3771 to learn more about partnering with Northwood.