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How to Improve the Workers’ Compensation Consumer Experience

How to Improve the Workers’ Compensation Consumer ExperienceIt has been shown that the quality of a workers’ compensation program has a significant impact on whether an injured or ill employee returns to work at all, how quickly they are able to return to work, and how they will perform at work after their injury or illness. Once an employee has been away from work for six months, he or she has only a 50 percent chance of returning to their former employer. This chance drops to 25 percent once they’ve hit the one-year mark, and an employee who has been away from work for two years or longer has a less than 2 percent chance of returning.

A major part of the workers’ compensation process is the return-to-work program, as this is where companies and insurers can make a difference in the injured employee’s recovery process. In the workers’ compensation system, a satisfied consumer is the key to a successful return to work and continued success for the business. Here are some ways that your clients can improve their workers’ compensation programs to address consumer needs and improve the consumer experience.

Focus on Advocacy

First, consider pioneering an advocacy model in which you as an agent or the insurance broker acts as an advocate for the injured party. While insurance companies are primarily focused on workers’ compensation return to work programs and other tools to limit costs, the broker and agent are free to act as an intermediary and directly assist the consumer with the claims process. Filing a workers’ compensation claim is a complex process with many steps and jargon that workers often find confusing, so even just publishing a brochure leading them through the process can greatly increase satisfaction levels.

Increase Self-Service Tools

One of the biggest demands growing in the workers’ compensation field is for self-service tools. These are primarily software options for the business owner to use to track claims, collect documentation, communicate with the insurance provider, and adjust coverage levels. When you expand your self-service offerings to include tools for the consumer to use, you’ll find consumer satisfaction rises steadily. Workers want to get involved in their own claims process, and self-service tools help them do this without cutting out the need for an agent or broker to guide them.

Look for Automation Opportunities

Finally, automation within the workers’ compensation process benefits the consumer, the employer, and the insurance provider. Automation advancements with the help of artificial intelligence are streamlining and speeding up the processes of investigating a claim. Everything from documentation requests to decision-making and payment distribution are being handled by software now. Explore how you can move more of your workers’ compensation processes into automated services and you’ll spend less time hearing from angry or upset consumers. Automation has a chance to cut down on decision timeframes significantly, and providing faster decisions to the consumer waiting to hear back for an answer is a tried and true way to improve their experience no matter the industry.

Of course, your exact market determines the best way to improve the consumer experience when it comes to insurance. Agents who work with small businesses will need a slightly different approach than those who serve the world’s biggest employers.

About ASIA Workers’ Compensation

Associated Specialty Insurance Agency, Inc. has been “The Workers’ Compensation Specialist for Brokers and Agents” for the past two decades and is committed to providing brokers and insurance agents across the East Coast with expertise and services to develop a Workers’ Compensation policy. For more information about how we can assist you with claims management, anti-fraud measures, and more call (610) 543-5510 to speak with one of our professionals.

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