Economic analysts continue to forecast higher employment rates and wage increases into 2020, with workers’ compensation carriers seeing more workers in the workforce who are inadequately trained and/or unhealthy. This impacts the most expensive part of many workers’ compensation claims – the indemnity benefit paid to the injured worker for lost wages. This benefit can ultimately have an increase on premium rates to the employer.

One of the sessions at the National Workers’ Compensation and Disability Conference & Expo (NWCDC) in Las Vegas this year focused on the importance of offering diverse and creative strategies to reduce time-loss and improve the return-to-work timeline for both the employer and the employee. One such approach was described in a Claims Journal article in 2019:

Perhaps the most pervasive trend to watch is the overarching focus on the injured employee. Not only in the customer service sense, but there will also be continued emphasis on offering a personalized experience, with stakeholders increasingly viewing injured workers as consumers instead of claimants.

Offering a Personalized Experience

An effective Stay at Work/Return to Work program can lower rates of workers’ compensation claims incidence and reduce overall claim costs, while positively influencing the life of an injured worker. But how can carriers effectively offer such programs?

To provide a superior customer service experience to the employer and injured worker, carriers must better understand all the touch-points within the overall insurance engagement cycle. Improving the behavioral and corporate culture mindset, but also workflow processes, is important. This can only be achieved with software systems and interfaces that will make employees feel more connected, and allow flexibility in day-to-day claims processing, reporting and administration.

Sapiens has extensive expertise in developing flexible, modular solutions to increase operational efficiencies and most importantly, improve your customer service experience. We offer tailored solutions so that you can offer the personalized services today’s workforce demands.

How are you faring in this push for personalization? If you haven’t yet met these challenges, feel free to contact Sapiens today.

<<Back to Blog