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2017 Innovation Awards: Liberty Mutual SmartVideo

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Liberty Mutual Insurance
LIBERTY MUTUAL SMARTVIDEO

Managing workers compensation claims in a way that is effective and produces better outcomes for injured workers is a key goal, and Liberty Mutual Insurance Co. has developed a product to serve those who are not familiar with the claims process.

Liberty Mutual SmartVideo, a 2017 Business Insurance Innovation Awards winner, achieves that objective by delivering personalized online videos to workers comp claimants that summarize key information specific to each claim and provide links to tools and resources.

“One of the things we wanted to do was focus on improving outcomes. We saw an opportunity to provide more clarity and a little bit of personalized information around the claim,” said Donald Sierra, Boston-based manager of claims strategic development in Liberty Mutual’s commercial insurance unit. “It’s really a tool to help explain the resources available to an injured employee.”

The claims process often can be complicated, and providing information in a visual way helps injured workers retain information, Mr. Sierra said.

“A couple of years ago, as part of our new claims innovation program, we were thinking about ways that we could introduce new technology to help improve outcomes in claims and to extend our capabilities,” Mr. Sierra said. “One of the things we saw in the workers compensation space was an opportunity to provide more information on what to expect and to communicate clearly regarding the workers compensations claims process. We also knew at the same time video was a developing channel for customer communication.”

Liberty Mutual launched SmartVideo in 2016 for its workers compensation policyholders, then launched a Spanishlanguage version the same year.

More than 18,500 videos have been sent to claimants, and according to those who have been surveyed by Liberty Mutual, 89% say the video has improved their understanding of the claims process, according to a spokesman for the insurer.

“For the claims adjuster or claims specialist, this complements all of their efforts and the expertise that they provide,” Mr. Sierra said. “To be able to provide this additional information to the worker to really supplement their knowledge, it just makes things easier. Just the introduction of a new communication channel bringing that into the workers compensation claims process, I think, is the innovative point of this.” 

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