What your claimants have to say…

HVE knows that an important part of its success, is knowing not only what we are good at, but also where we need to improve. Like many top performing companies, we not are only good at listening and accepting feedback, we deliberately ask for feedback.

As such, in 2018 we integrated our Feedback Policy into our administration procedures, and as a result, saw a 100% increase in the number of Satisfaction Surveys we collected from our claimants after they completed an assessment.

Some of the things we asked our claimants to comment on included, whether they felt comfortable during their assessment, whether they understood the purpose of the assessment, whether the assessor was on time, whether transportation was on time, and whether they were satisfied with their overall assessment.

HVE scored over 95% on all of these questions.

We did have one important outcome from our survey. It was a question in which we only scored 86%, which is below our measurable objective of 90%. We discovered that claimants would like to better understand what happens following their assessment.

As such, we have communicated this important feedback to our assessors with the goal to improve our performance on this question.

The feedback we collect from claimants is not only valuable in helping us improve our business, but asking claimants what they think lets them know they are valued.