Using online, self-service tools to pay bills, make flight reservations, schedule medical appointments and support many other activities has become part of our everyday reality. These tools provide helpful, time-saving options in our busy lives. When it comes to the claims industry, self-service technology offers more than just convenience. It can help keep employees engaged in the claims process and in their recovery while they are away from work.
Whether the employee has a workers’ compensation or disability claim, a self-service tool can give them quick and easy access to claim information, and help make a complex system easier to understand.
Coupled with communications from their claims team, self-service tools can be valuable resources for employees. Immediately after the injury occurs or after a disability is reported, it is important to have a conversation with the employee to help them understand the company’s return to work policy and each person’s role. Throughout the claims process, having a self-service tool can provide employees with the ability to view claim and payment status, and complete other activities such as email their claims team, update return to work dates, or sign up for direct deposit.
Research shows that employees recover faster and more fully from an injury or illness when they feel connected to their workplace and their community. And the less time injured employees are off work, the higher the chances are that they will go back to work. Ongoing communications and access to self-service tools can help employees stay involved every step of the way. These tools can be personalized using configurable features that make the process more user-friendly, creating a more positive experience for the employee.
Consumers with workers’ compensation or disability claims need functionality that simplifies the process of submitting the required documentation and offers an efficient, convenient way to correspond with the team handling their claims. Having an advanced system that allows employees to complete forms and upload required claim documents can improve efficiency and help ensure accuracy. In addition, a push technology option can send key claim and payment updates via text, email or automated phone call to keep employees up to date on the status of their claims, offering another way for them to stay engaged in the process.
Important points for employers to consider
Self-service tools that are easy for employees to access can improve their overall claims experience. Here are some key points that can help make these tools more user-friendly:
- Offer a simple, secure login process
- Build in flexibility that allows employees to use the tools on multiple devices including desktop and laptop computers, tablets and smartphones
- Include frequently asked questions and instructions for common claims activities
- Offer automated updates that employees can choose to receive via text, email or phone throughout the claims process
- Partner with an expert team that has experience implementing self-service tools for employees with workers’ compensation and disability claims