The Benefits of Amplifying Engagement with Claimants
Administering automobile no-fault and workers’ compensation claims is typically not an easy task. Your adjusters and examiners have a multitude of priorities that must be simultaneously managed within each claim. And when catastrophic claims occur, additional complexities typically come along with them. Despite those challenges, however, it is important for insurance companies to also prioritize enhanced engagement with claimants.
Enhance claimant engagement
The most straightforward benefit to this of course is the impact on your claimants. As an insurance company, you are obligated to indemnify each of your claimants. But ensuring that your claims team members engage with your claimants will enhance the claim experience overall for each claimant. This effort will also bring benefits to your insurance company, such as increased claimant satisfaction scores and eventually, increased retention rates as well.
Ensuring your adjusters and examiners are able to engage with their claimants is key, and there are multiple ways to promote communication between your claims team members and your claimants. One way is to make a customer care line available to your claimants. The care line must be staffed with knowledgeable people who can answer claimant questions and address any concerns. However, the care line experts must also be compassionate people who understand that claimants may be overwhelmed or experiencing stress because of their claim.
Having this type of care line in place can free up time for your adjusters and examiners. Because claimants can access the care line for immediate concerns, your adjusters and examiners can focus more of their time on their assigned claims, leading to more efficient claims adjudication.
Furthermore, the adjusters and examiners may also use that additional time to proactively reach out to their claimants. This can be especially beneficial when it comes to claimants who have not had much contact with your claims team members or your company as a whole. A short phone call from an adjuster or examiner to the claimant in this case can reassure the claimant that they are being cared for, and that they have access to a team member who will help them with any questions or concerns that may come up during their claims process.
Ultimately, these additional points of contact will drive up claimant satisfaction scores because they ensure a better experience for your claimants. In time, those higher satisfaction scores translate to increased retention rates and ultimately, an improved bottom line for your insurance company.
Improve your bottom line
As an experienced durable medical equipment, prosthetics, orthotics and medical supplies (DMEPOS), pharmacy and ancillary service provider, Northwood partners with insurance companies to enhance the claimant experience in a variety of ways. To learn more about the benefits of enhancing and amplifying engagement with your claimants, please contact Rosanne Brugnoni at 586-755-3830 ext. 3771.