Transforming Claimant Care Through Data Insights
As an insurance company administering automobile no-fault and workers’ compensation claims, indemnification of claimants is typically your top priority. Yet each claim brings its own complexities and challenges, especially when it comes to catastrophic injuries due to workplace or automobile accidents. Even within those more challenging claims, transforming claimant care by elevating the claims experience should also be on your company’s list of priorities.
Transform claimant care
Ensuring that each of your claimants has an excellent experience can be challenging, but the results are well worth the effort. Collecting data offers one pathway to begin transforming the care your claimants receive.
Insurance companies tend to have access to a wealth of data. When the appropriate data is collected and analyzed, the insights can then be leveraged to improve the overall claim experience for your claimants. One significant example of this can be found within claimant satisfaction surveys.
Once a claim is closed, claimants often have the opportunity to complete a survey about their experience. Insurance companies that offer claimant satisfaction surveys have an advantage since they can analyze that data to make decisions that improve claimant care as well as the company’s bottom line.
Claimant satisfaction surveys are a tool that pinpoints where your company’s strengths and opportunities lie within the claims adjudication process. By reviewing the insights from these surveys, your company will be able to glean what processes and procedures are working well, and which could be improved.
As an example, if your surveys indicate low claimant satisfaction with your communication processes, this indicates an area of opportunity for improvement. If survey trends indicate consistently high ratings for provider care, this indicates that your company’s provider network is providing quality care for your claimants overall.
Implementing changes based on lower claimant satisfaction scores will begin to increase those scores. Higher claimant satisfaction rates lead to increased retention rates, and that ultimately means an improved bottom line for your company.
If your company has not yet begun collecting data such as claimant satisfaction scores, it will be beneficial to partner with an experienced durable medical equipment, prosthetics, orthotics and medical supplies (DMEPOS), pharmacy and ancillary service provider such as Northwood. Over more than three decades, Northwood has helped multiple auto no-fault and workers’ comp insurance companies like yours collect data and leverage the insights to transform claimant care as well as the companies’ bottom line.
Improve the bottom line
To review how a partnership with Northwood can transform claimant care, improve retention rates, and improve your claims adjudication processes, please contact Rosanne Brugnoni at 586-755-3830 ext. 3771 to schedule a meeting.