Car accident claims taken with insurer and adjuster details
A car accident file starts with a claim number, an adjuster's name and a lot of confusion. The patient gets a booked assessment and a calm explanation, and your billing coordinator gets the claim details from the first call instead of chasing them for a week.
A caller was hurt in a car accident and wants physio, or has an open file with an adjuster.
Books the assessment, takes the claim number, insurer, adjuster and accident date, puts open files through to billing.
A new accident file with every claim detail, and a billing coordinator who heard a summary first.
How it works
- Hears the accident
When it happened, where they hurt, and whether they've seen a doctor or been to emergency since.
- Takes the claim details
The auto insurer, the claim number, the adjuster's name and phone, the date of the accident, and the policy holder if it isn't the patient.
- Explains how billing works
That your clinic bills the auto insurer for the treatment plan, and that the first visit includes the paperwork the insurer needs.
- Books the assessment
The longer accident assessment, with the physio who sees most of your accident files.
- Puts open files through
A caller whose adjuster is asking for something, or whose plan was denied, is warm-transferred to your billing coordinator, who hears a short private summary first.
- Tells them what to bring
Photo ID, the claim number, the adjuster's details and their extended health card, by text.
Example call
- CustomerI got rear-ended on the 401 last Thursday and my neck's been killing me. My insurance said to find a physio.
- AI agentI'm sorry, that sounds rough. We see a lot of accident patients. Have you seen a doctor since it happened?
- CustomerI went to the walk-in on Friday.
- AI agentGood. Do you have your claim number and your adjuster's name handy?
- CustomerYeah, it's with Intact. Claim 7731-... and the adjuster is Lisa Grant.
- AI agentThanks. We bill Intact directly for accident files, and the first visit covers the paperwork they need. Kyle sees most of our accident patients. He has Monday at 4:30 for the assessment.
- CustomerMonday's fine.
- AI agentYou're booked. I'll text you what to bring: photo ID, the claim number and Lisa's phone number.
After the call: Kyle's Monday 4:30 is booked as an accident assessment, and the new file shows Intact, the claim number, Lisa Grant and the accident date, ready for the billing coordinator.
What your team gets
- Accident files opened with insurer, claim number and adjuster
- Accident assessments booked with your accident physio
- Open files warm-transferred to the billing coordinator
- What to bring texted before the first visit
- Every call and claim detail on the patient's file
Questions
Will she talk to the adjuster?
No. She takes the adjuster's details for your billing coordinator, who handles the file.
What if the patient hasn't opened a claim yet?
She books the assessment, notes that the claim isn't open, and tells them to call their auto insurer to start one.
Can she tell them what the insurer will pay?
No. She explains that you bill the auto insurer for the plan. Coverage questions go to your billing coordinator.
Hear it on your phone
Request a demo call and the agent phones you, set up for physiotherapy like yours.