The Value of Calling Claimants

Jul 27, 2011

We strongly believe the telephone is the most effective risk management and customer service tool in the claim analyst's toolbox, even as overall telephone use in our industry is on the decline. Our audit data, representing results from nearly 100 audits and over 30 different disability claim operations, suggests that in-depth telephone conversations with claimants occur only 30% of the time. As we see more companies falling into this trend, we help by providing our polished methodology along with our top-notch customer service.

 

The work of a claim analyst is demanding and it takes a special person who can succeed and persevere in the challenging world of claims service.

  • We employ a staff of highly qualified and experienced people who have been in the trenches and know how to put the customer first, while getting the required information for each claim.
  • We believe claimants are due respect by way of a conversation (with the person who is going to be responsible for a very big decision); whether or not they get a check every month.

In a recent project, we called claimants for a major carrier. The results:  

  • We identified claimants with potential return to work capacity.
  • Our phone interviews of claimants identified additional "other income benefits", such as offsets, pensions, and possible social security awards.
  • Our Claims Analysts were able to clarify treating physicians and activities of daily living.
  • Through our calls, we provided positive customer service experiences by truly listening to the claimaint.  

If your team isn't finding the time to make the necessary calls, let us help you get back on top of the competition.

 

We'd like to hear your feedback. What have been your experiences in gathering Claimant updates? Drop us a note at www.saltassociates.biz/blog 

Contact us to discover what we can offer in tailoring our services to your needs. 

Return