Insurance companies administering automobile no-fault and workers’ compensation claims balance a number of competing priorities. From indemnification of claimants to holding down costs, it can often be tempting for insurance companies in these industries to completely rely on technology to streamline the process of adjudicating claims. However, insurance companies must avoid relying too heavily on technology, since that can have adverse effects.
For example, it is quite common for many companies to rely on automated recordings for their phone system. While this can be helpful in directing claimant calls to the appropriate person or department, over-relying on technology like this can lead to frustration for claimants. Many claimants may not be familiar with the claims process, and if they perceive that technology replaced human support, they can feel increasingly frustrated with your company. This in turn will reflect in lower claimant satisfaction scores as well as a decrease in retention rates.
In addition, some insurance companies may also rely on artificial intelligence (AI) when it comes to certain aspects of auto no-fault or work comp claims. While AI shows potential for delivering benefits to insurance companies, it would be wise for insurance companies to use extreme caution, as AI utilization may lead to errors and even bias.
While automated phone systems and AI can both be beneficial, insurance companies must be aware of the potential for unintended consequences that can come with relying too heavily on technology. Providing human support alongside the use of some technology offers a much better balance, especially when it comes to injured claimants.
For instance, providing a customer care line that is easily accessible to claimants as well as your adjusters and examiners is one way to ensure claimants receive human support. Some claimants may be overwhelmed or confused by the process of navigating a claim due to an injury at work or in an automobile accident. Providing a care line where claimants can speak directly with someone who is caring and knowledgeable can go a long way toward alleviating their concerns and improving their experience.
Northwood is an experienced durable medical equipment, prosthetics, orthotics and medical supplies (DMEPOS), pharmacy and ancillary service provider that works with insurance companies like yours. Partnering with Northwood means accessing its care line, which is staffed with local people who understand the complexities of work comp and auto no-fault claims. The care line team members also genuinely care about each claimant and work to provide resources and answers to questions that may arise.
Over more than three decades, Northwood has also developed numerous other processes and procedures designed to enhance the claimant experience by blending technology with human support. For more information on partnering with Northwood, please call Rosanne Brugnoni at 586-755-3830 ext. 3771 to schedule a meeting.
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