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Policyholders Get Satisfaction from ISMIE Claims Team |
The latest results have been tabulated, and the survey says that ISMIE policyholders are very satisfied with how their claims have been handled.
At ISMIE, we understand that the real test of medical malpractice insurers is how they react when you or your practice face a lawsuit; as a result, we’ve designed industry-leading claims monitoring programs as part of our approach to claims services. In fact, ISMIE utilizes a series of Claims Monitoring Surveys to track policyholder satisfaction throughout the entire claims process. The most recent survey results effectively demonstrate the success of our Physician-First Service approach.
During the last survey period (July 1998 to December 1998), 598 total questionnaires were completed and returned, equaling a 55 percent response rate. The following statistics highlight our recent results.
- Overall satisfaction with the ISMIE team: On a scale in which 0 was extremely poor and 10 was extremely good, "Overall Satisfaction with Your ISMIE team" averaged a score of 9.
- Satisfaction with ISMIE representative; satisfaction with defense attorney: In addition, the individual performances of ISMIE claims representatives and defense counsels also averaged a score of 9.
- Overall satisfaction by claim outcome: It stands to reason that physicians who receive favorable claims outcomes are more likely to rank their overall satisfaction level higher. However, ISMIE policyholders indicated that they were highly satisfied regardless of the claims result. On a scale in which 0 was extremely poor and 10 was extremely good, ISMIE is very proud that our overall satisfaction scores in claims that settled with an indemnity payment or had a plaintiff verdict were 8.41 and 9.50, respectively.
Despite the positive feedback from the survey, ISMIE strives to provide even better Physician-First Service to our policyholders. We will not be satisfied until we earn the top rating in every category.
The feedback from these surveys is key to achieving that goal. We use them to continually refine and enhance our claims service, with each one looked at carefully with personal follow-up on any concerns or problems expressed. That is why it is very important that if you, as a policyholder, receive one of these surveys that you fill it out and return it to us. We need your comments!