The experience your claimants have when navigating an automobile no-fault or workers’ compensation claim with your insurance company impacts your company on many levels. When claimants have a poor experience during their claim journey, this will be reflected poorly on your insurance company. Often, a dissatisfied claimant may choose not to renew their policy with your company, which can then result in decreased retention rates.
On the other hand, a satisfied claimant is much more likely to renew their policy with your company. Prioritizing an excellent claimant experience brings about a variety of benefits not just for your company, but for your claimants as well.
There are various approaches your company might consider taking when it comes to improving claimant satisfaction. It can be helpful to start with an evaluation of your current processes that are designed to enhance your claimants’ experience. Measuring claimant satisfaction levels will also provide a baseline which can then be used to measure whether the implementation of a new process is successful.
Once that baseline is in place, you may want to consider additional claimant satisfaction efforts, such as offering a care line for your claimants. During a claim, a common claimant frustration point that often emerges is a lack of communication. It can be incredibly frustrating for claimants when they do not understand what to expect during the claims process. Claimants can also become dissatisfied with your company if they are unable to reach someone when they have questions or concerns about their claim.
By offering a care line, your company ensures that your claimants can always reach someone to address any issues, even if their primary adjuster or examiner is unavailable. Often, a claimant’s questions can be compassionately and efficiently answered via a care line. This tends to result in a more satisfied claimant. Yet it also frees up time for your adjusters and examiners, which allows them to be more efficient.
Another way to increase claimant satisfaction is to partner with an experienced durable medical equipment, prosthetics, orthotics and medical supplies (DMEPOS), pharmacy and ancillary service provider on all work comp and auto no-fault claims. Northwood is a trusted provider with more than three decades of experience working with multiple insurance companies to improve claimant satisfaction levels.
Along with a care line staffed with knowledgeable, caring team members, Northwood has developed a number of processes and procedures designed to improve claimant satisfaction levels. Northwood implements pre-authorization, eliminates out-of-pocket claimant payments, assists with cost containment, and more. Each process is thoughtfully designed to benefit claimants as well as your insurance company. To discuss these processes in more detail, please schedule a meeting with Rosanne Brugnoni at 586-755-3830 ext. 3771.
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