In recent years, technology has begun playing an increasingly important role within nearly every industry, and the insurance industry is no exception. Though technology can be incredibly beneficial in certain situations, it is still extremely important for insurance companies administering automobile no-fault and workers’ compensation claims to recognize and emphasize the value of human expertise. This is especially critical when it comes to complex claims.
Many claimants may not have filed a claim before. Many injured claimants may feel overwhelmed by the entire claims adjudication process, and they may also be experiencing fear or anxiety due to having sustained injuries. When a workplace or auto accident severely injures a claimant, those feelings of overwhelm can significantly increase. When multiple claimant injuries are involved, or when catastrophic injuries occur, claims become even more complex. These highly complex situations especially benefit from human expertise and guidance.
For example, consider a claimant who suffered multiple injuries from an auto accident and who has never had to file a claim before. If that claimant has questions about his or her claim and calls the insurance company only to be stonewalled by automated recordings and voicemails, the claimant’s experience with your company will likely be mostly perceived negatively.
However, if the claimant was able to reach someone within your insurance company, that can greatly decrease the claimant’s fear and frustration. Questions are not uncommon, especially for claimants who have not been through the adjudication process before. Being able to speak directly with someone who can answer their questions and address their concerns goes a long way toward making them feel cared for and heard. This also improves their perception of your company, which contributes to increased claimant satisfaction scores as well as increased retention rates in time.
While there are many ways to ensure human expertise is at the forefront of claims administered by your insurance company, the most efficient and effective way is to partner with Northwood. Northwood is an experienced durable medical equipment, prosthetics, orthotics and medical supplies (DMEPOS), pharmacy and ancillary service management company with over 30 years of experience adjudicating auto no-fault and work comp claims.
In addition to its customer care line staffed with knowledgeable, compassionate team members, Northwood has also refined additional processes and procedures designed to benefit your claimants as well as your insurance company. From embracing technology to ensuring claimants and adjusters and examiners have access to helpful resources, Northwood is a trusted industry partner. For more information about the many ways partnering with Northwood will benefit both 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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