4 ways to get ahead of workers' comp FAQs

Nobody anticipates getting injured at work. But when accidents happen, a cascade of questions follows: Will I still get paid? Are my medical bills covered? How will I make ends meet? These anxieties can be overwhelming for injured workers, already grappling with pain, recovery, and the uncertainty of their financial future.

For insurance carriers, promptly addressing these inquiries is not just good customer service; it's a strategic imperative. A negative claims experience can potentially lead to disgruntled injured workers seeking legal counsel, a costly escalation that can prolong the claims process and strain relationships. 

By proactively addressing common questions and concerns upfront, carriers can mitigate the risk of litigation, improve medical outcomes, and ultimately, help injured workers return to their livelihoods faster.

But what exactly are those most frequently asked questions? To find out, Hi Marley recently analyzed over 1,000 anonymized conversations in our database to determine the root cause of what drove the customer inquiry - revealing valuable insights into the most pressing workers' comp concerns. The research revealed six main categories of questions:

1. Payment (26%): The most common questions related to payments or reimbursements. Injured workers frequently inquire about the status of their checks, the payment amount, and how the amount is calculated. Additional questions arise regarding medical bill payments, with workers seeking clarity on the process and status of these payments.
2. Contact (24%): Many injured workers simply want to feel heard. They seek information on how to contact their adjuster to follow-up on a question, or request acknowledgement that the rep has everything they need. These inquiries underscore the importance of clear communication channels and regular updates.
3. Providers (22%): Questions about scheduling appointments with providers and obtaining approvals for treatment were the third most common category of inquiries. These inquiries highlight the need for streamlined communication between injured workers, providers, and carriers.
4. Process (14%): Workers' compensation is complex, and many injured workers express feeling uninformed about the process. They seek clarification on the steps involved, their rights and responsibilities, and what to expect at each stage of the claim.
5. Benefits (9%): Inquiries about settlement status, medical benefits coverage, and specific reimbursements like mileage,parking and transportation costs fall under this category. Clear communication about the types of benefits available and how to access them can alleviate confusion and anxiety.
6. Documentation (5%): Injured workers often request copies of medical records, bills, or other documentation for themselves or other parties. Streamlining access to these documents can improve transparency and reduce frustration.

Understanding these pain points offers carriers a chance to be proactive. By anticipating these common questions and addressing them head-on, carriers can significantly improve the claims experience for injured workers and streamline the process for adjusters. Here are four actionable strategies:

1. Scheduling reminders: Automated text messages about upcoming appointments and check-ups can significantly reduce missed visits, which can delay recovery and prolong the claims process. According to Travelers' 2023 Injured Impact Report, injured workers miss an average of 71-79 workdays, so minimizing missed appointments is crucial. Predefined message templates can be customized and sent automatically, ensuring that injured workers stay on track with their treatment plans.
2. Manage expectations upfront: A comprehensive explanation of the claims process at the outset is key to setting realistic expectations and reducing confusion. Welcome packets, informational videos, or personalized messages from adjusters can provide clarity on what to expect, the steps involved, and the injured worker's rights and responsibilities. This upfront communication can significantly reduce the number of inquiries related to the process.
3. Automatic payment updates: Proactive communication about payment status, amounts, and delivery methods can address the most common concern among injured workers. Automatic notifications can be triggered whenever a payment is issued, providing a detailed breakdown of the payment calculation and information about relevant reimbursements. This transparency can build trust and alleviate financial anxiety.
4. Show you're listening: Injured workers need to feel heard and understood. Simple confirmations that documents have been received or claims are being processed can go a long way. Empathy and understanding in all communications, whether through text messages, emails, or phone calls, can significantly improve the overall claims experience.

By combining automation, clear communication, and empathy, carriers can transform the workers' comp claims experience. This approach not only streamlines the process for everyone involved but also provides crucial support to injured workers, empowering them on their road to recovery.

Let's not forget that behind every claim is a person facing a difficult situation. By anticipating their needs and proactively addressing their concerns, we can make a meaningful difference in their lives and foster a positive relationship with our customers.