How Northwood Helps Elevate Involvement with Claimants

Administering automobile no-fault and workers’ compensation claims comes with many responsibilities as well as challenges, especially for claims involving catastrophic injuries to claimants. Among the many important facets of administering work comp and auto no-fault claims is the claimant experience. When insurance companies prioritize providing an excellent claims experience with elevated claimant involvement, they will see a positive impact on the bottom line.

Improve the bottom line

Northwood is an experienced durable medical equipment, prosthetics, orthotics and medical supplies (DMEPOS), pharmacy and ancillary service provider that understands the importance of the claimant experience and partners with insurance companies to improve it. This focus benefits insurance companies as well as their claimants in a variety of ways.

For instance, one way Northwood prioritizes claimants is by granting partners access to its customer care line. Claimants are encouraged to call the care line if they have questions or concerns about their claim. Claimants appreciate having access to a knowledgeable yet friendly team of experts who are ready to assist them throughout their claims journey. The customer care line ensures your claimants feel heard and cared for, which improves their overall claims experience.

Furthermore, adjusters and examiners also have access to Northwood’s customer care line, providing a quick and efficient way to get their questions answered. This allows your adjusters and examiners to free up time they might otherwise spend on administrative tasks. In turn, they are then able to proactively keep in touch with claimants, further elevating your claimants’ overall experience with your company.

Northwood also implements pre-authorization on each and every claim administered. This process ensures that all physician prescribed services are injury related and appropriate for the claimant. Pre-authorization can add up to significant cost savings since provider invoices for non-injury-related services are not approved for payment, reducing unnecessary costs for your company.

However, pre-authorization increases convenience for claimants as well. When they choose to fill their pre-authorized, physician prescribed services at one of the medical providers in Northwood’s extensive network, there will be no out of pocket cost to your claimant. This means that reimbursement paperwork is eliminated, which can be a common frustration point for claimants. Reimbursement paperwork can also take a significant amount of an adjuster or examiner’s time, and eliminating it altogether is convenient for claimants as well as your claims team members.

Ultimately, these added conveniences translate to satisfied claimants and increased retention rates. Over time, that translates to an improved bottom line because claimants are more likely to renew their policies with your company.

Increase retention rates

Northwood has over three decades of experience administering insurance claims for work comp and auto no-fault carriers and keeps the claimant experience top of mind with each claim. To review additional ways that a partnership with Northwood would benefit your claimants as well as your insurance company, please call Rosanne Brugnoni at 586-755-3830 ext. 3771 to schedule a meeting.

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