Be sure that as you review your claims process, you ask whether the benefits or service information was complete and explained thoroughly. Again, claimants are generally not going to know the terminology and shorthand that claims departments and medical providers are immersed in every day. Any time a claimant is contacted and instructions are given on physician-prescribed services for instance, Northwood’s customer service department and network of providers’ instructions must be given clearly and accurately so claimants understand and are compliant with physician-prescribed services.
Another indicative question pertains to whether equipment prescribed to the claimant was clean and in good working order. If a claimant requires the use of a wheelchair during recovery, you must ensure the wheelchair works properly and is well taken care of. It can be more efficient to partner with a Durable Medical Equipment Benefit Manager (DBM), so the selection of credentialed providers is placed on the DBM instead of your insurance company.
Finally, be sure to examine a claimant’s overall satisfaction with the provider. Not only is a claimant’s satisfaction with the insurance company important, but satisfaction levels with associated providers are critical. To a claimant, providers are part of a team working on their claim and it does not matter whether the provider is directly affiliated with the insurance company.
Northwood is focused on helping auto no fault clients increase renewal rates, decrease costs, and improve their claimant satisfaction ratings. Do you want assistance examining your claimant’s experience, and identifying opportunities for improvement? Call Rosanne to learn more!
