Injured workers' most common questions about the claims process
Many claims pain points stem from ineffective communications and a failure to cut through the complexity of the claims process.
For an injured worker, the workers’ compensation claims process can be incredibly confusing and filled with unfamiliar processes. This is in addition to the physical and mental strain of recovery.
Unfortunately, these stressful situations can drive some workers’ comp claimants to seek legal counsel, a move which drives up costs and slows down the claims process. However, a lot of these issues can be addressed before they become litigious by anticipating points of confusion, according to a study from Hi Marley.
To uncover the most frequently asked questions, Hi Marley reviewed conversations from carriers using its platforms and whittled down the relevant inbound questions to six root causes. The infographic below reviews the root causes, offering examples as well as ways to anticipate and respond to these queries.
The research found that many claims pain points stem from ineffective communications and a failure to cut through the complexity of the claims process. To remedy this, workers’ compensation carriers should proactively explain the claims process up front, detailing what is covered, the steps they need to take and the reimbursement procedure, according to Hi Marley.
“Our research found that with proactive outreach, automation and standardization of communication, carriers can answer the majority of injured workers’ frequently asked questions before they are even asked,” Mark Snyder, principal consultant at Hi Marley, said in a release. “Anticipating these questions enables carriers to manage expectations, provide peace of mind, show empathy and support faster recovery.”
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