Rising Expectations in Customer-Centric Insurance Services
As the new year unfolds, it is an important time for insurance companies to evaluate their priorities and their processes. While improving efficiency and profitability is certainly important, your company also needs to ensure it is placing the claimant experience high on its list of priorities.
Improve the claimant experience
It goes without saying that indemnifying your claimants should be the top priority for your company. Beyond indemnification, however, claimants should be provided with the best customer service possible. Removing common frustration points and ensuring their claim journey is smooth can add up to an excellent overall experience. That experience then translates into multiple benefits for your company, including improved satisfaction scores and an increase in retention rates.
Over more than 30 years in the automobile no-fault and workers’ compensation insurance industry, Northwood has observed changing claimant expectations when it comes to insurance companies, in part because of a more customer-centric approach across industries in recent years. Claimants have come to expect an easier, more friendly claimant journey. Because of this, Northwood has developed a number of processes and procedures designed to enhance the experience your claimants have.
For instance, Northwood has implemented a customer care line that is highly accessible to claimants. The care line is staffed with local, knowledgeable experts in auto no-fault and work comp claims. These team members are also skilled in delivering excellent customer service, which ensures that your claimants feel heard and cared for while also receiving answers to any questions or concerns they may have about their claim.
Adjusters and examiners at insurance companies that partner with Northwood are also allowed to access the care line. This ensures that your claims team members have resources available to them if they have questions about a claim or a provider invoice. It frees up administrative time for them, which they can then spend on proactive communication and outreach with their claimants to further enhance the claim experience.
The care line is one of many examples of the ways that Northwood ensures all claimants have the best claim experience possible. Claimants appreciate this customer-centric approach to their care, which in turn raises their satisfaction levels with your company. Those higher satisfaction levels translate into greater retention rates and an improved bottom line over time.
Increase retention rates
Northwood is a durable medical equipment, prosthetics, orthotics and medical supplies (DMEPOS), pharmacy and ancillary service provider that partners with multiple insurance companies to achieve their goals. Please call Rosanne Brugnoni at 586-755-3830 ext. 3771 for a more in-depth review of how Northwood’s focus on the claimant experience will benefit your claimants as well as your insurance company.