If your company chooses to rely heavily on AI, it can further frustrate your claimant. A classic example of this is when that first phone call is placed to the claimant. This phone call is a prime opportunity for your company to set the tone for the claims process going forward because it is a chance for adjusters or examiners to make a personal connection with the claimant.
When your claimant receives a personal call, it often goes a long way to help boost their satisfaction with your company. This is especially true when the claimant has just been through a serious incident that led to their injuries, whether it be an auto accident or an incident at their workplace. By placing a call themselves, adjusters and examiners can offer reassurance to the claimant that there is someone working on that claim that truly cares about the claimant. They know someone is on their side to make sure they are taken care of and that they are restored to their previous level of ability.
On the other hand, placing an automated phone call to the claimant removes that human touch and can often set a negative tone for the rest of the claim. Similarly, if your company utilizes an automated phone system for inbound claimant calls, this can be a huge disappointment for your claimants.
It is critical to start with that human touch and keep that going throughout the claim. It helps increase your claimants’ satisfaction levels with your company which can have a ripple effect. Higher claimant satisfaction scores generally lead to renewed policies which boosts your retention rates and your company’s bottom line over time.