Fixing the commonest ache level in staff’ comp claims


Communication is never a one-time thing. While it is important for insurers to help injured workers understand what employee compensation benefits they are entitled to at the start of a claim, it is also (if not more important) for insurers to keep lines of communication open and To be committed throughout the life cycle of the claim to resolve any concerns that may arise.

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“A large part of our portfolio at AmTrust are small businesses,” said Bland. “If you already have experience with employee claims for damages, this is usually very limited. We invest a lot of time and effort in educating our policyholders so that they understand the process well and can pass this information on to their employees. It is important that the employer-employee relationship is maintained throughout the life cycle of a claim. One of the worst things that can happen is that communication between employer and employee breaks down. That can lead to a lack of trust and understanding and create some real challenges. “

One of the services that AmTrust offers through employee compensation is a triage program for caregivers. From the start of a claim, injured workers have access to a registered nurse who will investigate their injury and connect them with a health care provider who understands worker compensation and provides them with the right level of care. Injured workers can also contact AmTrust nurses for information and assistance throughout their claim.

“We use our nurses to be this advocate, this support, and this resource so that injured workers don’t seek outside help. If there are strangers, injured employees will be looking for lawyers to answer additional questions, ”said Dr. Melissa Burke, Vice President, Head of Managed Care and Clinical at AmTrust Financial Services. “At AmTrust, we focus on a patient-centered approach where we practice active listening, let injured employees tell us what they need, we provide the information and resources necessary, and we work with them to find the best solution for their individual needs Find . It’s a one-way street. Communication is the key. “

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According to Burke, customers have been expecting more and more personalized communication from their insurance brokers and carriers in recent years. Injured workers want bespoke service and multiple options for interacting with insurers, be it through phone calls, text messages, email, face-to-face meetings or video consultations. But most of all, they want an instant answer to any questions they have.

“There is a general expectation of injured workers and our policyholders that if they have any questions or concerns they will receive timely and comprehensive responses that will allow them to go their own way,” Bland told Insurance Business. “I think technology has changed expectations about timeliness, and I don’t think those expectations are unreasonable. We all have tools at our disposal that enable us to meet these expectations. ”