Tag: Claims

Want to improve claim outcomes? Eliminate the paperwork.

“A workers’ compensation adjuster is not a paper pusher.” That’s one of “60 Tips for Superior Claims Handling” issued as part of a panel discussion held at a past National Workers’ Compensation & Disability Conference. “Work comp claims are more difficult than general liability claims. If you think of them as a paper pusher, that’s the output you’ll receive.”

Numerous articles make clear the impact of adjusters’ experience, skills, and judgment on claims outcomes (For example, see “Good Adjusters Know When to Settle Your Workers Comp Claims.”) Nonetheless, as indicated by the fact that panelists felt it necessary to make the point that adjusters are far more than back-office clerks, the misperception persists.

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Legacy claims technology impacts adjusters in ways you might not be seeing until it’s too late

Searching for a critical email, multiple browser windows open, bills to review, reports to write, lawyer and medical professional consultations, voice messages that came in while on other calls. It’s all part of the daily routine for claims adjusters. Add outdated claims management software, disparate systems, and manual or paper-based processes to the mix and productivity can suffer. The work backs up. In some cases, the potential for burnout is all too real.

“Adjusters normally deal with a high volume of cases, and each case can be emotionally draining,” writes Katie Dwyer in the January 2018 Risk & Insurance article Improving the Claims Experience. “The customer on the other side is, after all, dealing with a loss and struggling to return to business as usual.”

“At some TPAs,” adds Dwyer, “adjuster turnover can exceed 25%.”

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And the winner for “Best Supporting Role in a Claims Program” is…

The solid work of a supporting actor can make or break a film. And while it’s possible for great efforts to be underappreciated, there’s at least the possibility of recognition. When it comes to controlling claim costs, claims audits rarely, if ever, get the credit they deserve. They can (and often do), however, play a critical role in measuring and improving the overall effectiveness of claims programs.

“Many property and casualty (p&c) carriers have not yet examined how to enhance claims operations to reduce costs,” writes Gary Jennings in Why Auditing Is A Springboard To Cost Reduction. “Claims audits are an efficient and cost-effective method for evaluating how well a program has been structured, developed, and maintained.”

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Improving claims administration with an integrated solution and automated workflows

Integrated technology

What stands in the way of a more efficient claims administration process? For too many organizations the answer to that question is a reliance on disparate systems, including the use of outdated legacy claims management systems.

The adoption of an integrated, SaaS claims management system that combines workflow automation tools with all of the functionality needed for end-to-end claims adjusting can be transformative.

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