For instance, if your company were to work with Northwood a claimant satisfaction survey would be implemented. These questions are specifically designed to capture how your claimants perceived their experience throughout their claim. Even interactions with medical providers are measured and monitored since these providers are a part of the claim and your claimants’ interactions with them reflects directly back on your company.
These survey questions encompass a range of topics, one of which measures the overall satisfaction with the provider. Additional questions address how satisfied a claimant was with the personnel involved in their claim and whether the equipment they used during their recovery was clean and in good working order. If any negative situations occur or if these areas are not creating a positive experience for your claimants, satisfaction levels with your insurance company will begin to fall.
When this becomes a trend, the problem expands beyond your claims department. When your claimants experience poor customer service from a provider or the wheelchair they rented while they recovered from a broken limb sustained in a work place or auto injury malfunctions, they may begin to develop a negative opinion of your company. If multiple situations within a claim go poorly your claimant is much more likely to take his or her policies elsewhere once the claim is closed and it’s renewal time.