As an insurance company administering automobile no-fault and workers’ compensation claims, keeping the claimant experience in mind and keeping them engaged in their claims can be the key to realizing multiple benefits. However, it can be challenging for adjusters and examiners to proactively reach out to claimants and prioritize the claimant experience simply due to the number of tasks required for every claim. Working with an experienced durable medical equipment, prosthetics, orthotics and medical supplies (DMEPOS), pharmacy and ancillary service provider such as Northwood can improve claimant experience and engagement in a variety of ways.
By partnering with Northwood, your insurance company will gain access to a customer care line. This care line is staffed with knowledgeable yet caring experts, and it is available to adjusters and examiners as well as your claimants. Having this line of communication in place for claimants helps them feel heard and cared for. When they have questions or concerns about their claim, they will be able to talk with someone who can walk them through the situation.
Adjusters and examiners are able to access the care line if they have any questions or need resources on a particular claim. This directly benefits your company because it saves your adjusters and examiners the hassle of spending time trying to find an answer to their claims question. It also cuts down on the administrative time your claims team members need to spend on adjudicating their claim. Your claims team members can then use the time saved to proactively check in with claimants during the adjudication process, further improving the claimants’ experience.
Another time-saving benefit to partnering with Northwood pertains to its ability to embrace technology. Northwood is able to integrate with any claims system. Though this integration takes place without the claimant ever realizing it, it saves immense amounts of time by eliminating the typical back-and-forth communication processes. Shortening the time it takes to adjudicate a claim cuts back on frustration and inconvenience for your claimants as well as your adjusters and examiners.
Northwood also measures the experience and satisfaction levels of your claimants. This is a proactive way to address any negative trends within your claims process. It’s also another way to ensure your claimants feel heard and to feel that your company cares about them and their experience during the claims process.
Northwood has over 30 years of experience in auto no-fault and work comp claims adjudication. Because of this, Northwood has developed numerous processes and procedures to improve the experience your claimants have with your company throughout the claims process. For a personalized review of ways that Northwood can partner with your insurance company to deliver an improved claimant experience while increasing your claimant satisfaction scores and retention rates, please call Rosanne Brugnoni at 586-755-3830 ext. 3771.
Leave a reply →