The claimant journey impacts many things within your insurance company. The main priority within each claim is to indemnify the claimant, but there are several other important things to keep in mind as your examiners and adjusters administer claims. In fact, approaching each claim with an eye toward ensuring your claimants are satisfied can translate into customer loyalty which impacts your insurance company on many levels.
One factor that influences the levels of claimant satisfaction is whether the claims process was frustrating for your claimants. Most people are rather inexperienced when it comes to filing claims, so many may find the process overwhelming. This is only natural, but it does represent an opportunity for your company to excel for your claimants.
There are a variety of ways to improve the experience your claimants have, including offering quality care. For instance, your company may want to consider creating or accessing a trusted network of providers. Building up this network and implementing a thorough review of each provider will ensure that your claimants receive high quality care which translates into higher satisfaction levels with your company.
Curating a provider network takes years and additional time, so it would be wise for your company and your claimants to work with a third-party administrator (TPA) on all of your automobile no-fault and workers’ compensation claims. The right TPA will offer you access to their existing provider network, saving your adjusters and examiners time in addition to enhancing convenience for your claimants.
For instance, a TPA who uses pre-authorization for all physician prescribed services will bring many convenient features to your claimants. Pre-authorizing all prescription medications means that your claimant is able to fill prescriptions with ease and without worrying whether the medication is appropriate for their injuries. Perhaps even more impactful is when the TPA’s pre-authorization process also offers prescriptions to claimants with no need for them to pay out of pocket.
With these common claimant frustrations reduced or even eliminated thanks to the TPA’s network access, your claimants will tend to be more satisfied with your company and will be much more likely to renew their policies with you. This satisfaction can be increased even more with additional offerings that benefit your claimants, such as a customer care line. Some TPAs will offer this for your claimants so they are able to call in and speak with a knowledgeable team member if they should have questions or concerns about their claim or their claims process.
Finding a TPA that offers these benefits for your company and your claimants doesn’t have to be difficult. Northwood is a TPA with over two decades of experience administering workers’ compensation and auto no-fault claims. Put this experience to work for your company by scheduling a meeting with Rosanne Brugnoni at 586-755-3830 ext. 3771 to examine how you can translate claimant satisfaction into loyalty.