Effective and empathetic service is critically important when managing mental health claims. Unfortunately, blood tests, scans, and the like provide limited, often less-than-useful guidance. Given these limitations, how can claims assessors provide the best experience?
The first step to resolving any challenge is to clearly define it. Where mental health claims are concerned, access to information is essential. Clinicians and insurance claims assessors often rely upon self-reporting by the patient, and sometimes their significant others.
The claims management process can become complicated when individuals suffering from a mental health condition may be unaware of, or unable to express, sensitivities related to their impairments. Sometimes, this can make it difficult for claims assessors to pursue a line of inquiry.
Recognizing the need to manage these unique challenges, claims assessors are actively seeking increased insight and expertise – particularly in relation to diagnosis, treatment, recovery, functional restoration, return to work, and personalized customer communication.