Nearly half of claims organizations lack communications tech
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Forty-three percent of workers compensation claims management organizations in 2020 reported “no implementation of tools to improve injured worker communication,” despite past calls to improve communications with injured workers in the pandemic.
For its annual benchmarking study, Chicago-based Rising Medical Solutions surveyed 337 workers compensation leaders who oversee claim operations as a follow-up to the 2019 survey, in which 1,800 frontline claims professionals identified issues with claims management, including return to work, psychosocial concerns and technology.
The 2020 study examined what initiatives organizations are leveraging to address these obstacles, and where organizations can improve, all with the backdrop of the COVID-19 pandemic’s effects on the industry.
The 2019 survey revealed that 90% of frontline claims professionals indicated that one or more tools are needed to effectively do their jobs; and 34 % said they need better tools to communicate with injured workers and other claims stakeholders.
Given the current pandemic, “with multiple communication impediments, a more flexible customer experience strategy is needed to effectively communicate with stakeholders,” the latest survey found.
In 2020, 36% of organizations are leveraging text messaging, which is a more commonly accepted communication method for most consumers, while many claims systems have the capability to incorporate text messaging through third-party applications, the study found. In addition to text messaging, 27% of organizations have implemented a website or injured worker portal and 26% are using mobile apps to communicate with injured workers.
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