Improving Claimant Experience with Dedicated Service

Insurance companies constantly juggle a number of priorities on each and every claim. The goal of indemnifying their claimants should, of course, be top of mind for adjusters and examiners administering automobile no-fault and workers’ compensation claims. It is critical that your company looks beyond this priority when it comes to these types of claims by focusing on improving the claimant experience through offering dedicated service.

Improve claimant experience today

Even though your adjusters and examiners deal with multitudes of claims on a daily basis, your claimants often don’t. In fact, many claimants have never had to experience a claim before and that can be incredibly challenging. The amount of paperwork alone has the potential to frustrate claimants and complicate claims, leading to additional work for your adjusters and examiners. This additional work can add up quickly to higher costs if left unchecked.

A third-party administrator (TPA) can offer immense amounts of assistance on auto no-fault and workers’ comp claims. With the paperwork example, a TPA that offers paperless claims adjudication can drastically reduce the frustration and time burdens for claimants as well as adjusters and examiners alike. This alone can begin to improve your claimants’ experience since they won’t need to deal with sending papers via email, fax or mail.

In addition, TPAs that are dedicated to improving the claimant experience generally offer a provider network. The existence of an expansive provider network is ideal since it offers so many benefits to claimants which all add up to greatly enhance their experience with their claim.

A provider network typically offers discounted rates to insurance companies which is beneficial to the company’s bottom line. It can also be helpful in retaining claimants as the insurance company can then choose to pass this savings on to claimants in lower renewal premiums. Furthermore, a TPA with a credentialed provider network translates to higher quality care for claimants.

When a TPA implements a pre-authorization process combined with granting insurance companies and their claimants access to the network, additional benefits abound. Pre-authorizing physician prescribed services ensures that your claimants no longer need to pay out of pocket, which saves them both time and money.

One final area to highlight when it comes to improving claimant experience is a customer care line. Granting claimants access to a customer care line staffed with caring, expert team members means that your claimants will know they are receiving quality care from knowledgeable people. This peace of mind is an invaluable component to improving the claimant’s journey.

Improve the claimant journey

A TPA offers multiple ways to improve claimant experience while also improving processes within an insurance company.  Please call Rosanne Brugnoni at 586-755-3830 ext. 3771 to further identify ways that providing dedicated service through Northwood can improve your claimants’ experience and help your company become more efficient.

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