Can Data Transparency Lead to Better Care?
Insurance companies working with automobile no-fault and workers’ compensation claims must do everything they can to ensure their claimants are properly indemnified. Within the field of claims administration, there are also numerous tasks that are not directly related to claimant care and indemnification. However, ensuring data transparency within each claim can translate to a better experience overall for your company’s claimants.
Improve claimant satisfaction
Measuring and analyzing data may not appear to benefit claimants at first glance. Yet if your insurance company focuses on collecting the appropriate data and transparently analyzes the results, this can actually lead to opportunities to improve claimant care.
For example, your insurance company should have claimant satisfaction surveys in place to collect data around how your claimants feel overall about their claim experience. Once you have this data coming in, you will then be able to examine it to understand what is going well and what could be improved.
If you determine that your adjusters and examiners consistently have high scores when it comes to communication with claimants, this alerts you to a strength within your claims adjudication process. Claimants that are able to get questions answered are less frustrated and therefore more satisfied with their claim experience and your insurance company as a whole.
On the other hand, if your claimant satisfaction surveys indicate that claimants are consistently unsatisfied with one or more aspects of their claims, this alerts you to opportunities to improve. That may mean partnering with a proven, highly qualifieddurable medical equipment, prosthetics, orthotics and medical supplies(DMEPOS), pharmacy and ancillary service provider that will grant you and your claimants access to a qualified network of medical providers. Having a trusted network of providers benefits your claimants in a variety of ways, including improving the quality of their care, reducing frustration levels, and increasing convenience for claimants by eliminating out-of-pocket claim costs.
If you do not already have claimant satisfaction surveys in place, you may want to consider partnering with an experienced DMEPOS, pharmacy and ancillary service provider such as Northwood. With more than three decades of experience, Northwood will assist your insurance company in obtaining and evaluating information in a transparent way in order to improve care and claimant satisfaction. Ultimately, these improvements can lead to higher retention rates over time.
Improve your retention rate
For a customized look at how Northwood can partner with your insurance company to transparently measure and analyze data to improve care, please call Rosanne Brugnoniat 586-755-3830 ext. 3771.