How Worker’s Compensation Insurer Uses Automation to Improve Customer Services

In recent years, Service Lloyds has expanded its operations across the United States. At the same time, the workers’ compensation insurer has invested in technology and automation to increase efficiency and improve customer service.

On the partnership with Origami, Meghan Welte (pictured), Claims Manager at Service Lloyds, said: ‘We went through a thorough vetting process with multiple suppliers, using the same matrix to make sure nothing was overlooked . Not only did Origami deliver everything we were looking for, they also provided a system that could easily grow with us. Through this growth and continued partnership with Origami, we can be more competitive not only as an insurer, but also as an employer.

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Jacob Clymer, COO at Service Lloyds, said: “Origami is proving to be a valuable partner in delivering and quickly implementing a comprehensive range of robust solutions that make a difference not only for our internal claims teams, but also for agents, brokers and policyholders. , and injured workers.

Speed ​​and efficiency are what everyone involved in the workers’ compensation chain is looking for. As Welte pointed out, employers today want to make sure their employers are taken care of after an injury, and having access to real-time information can help alleviate some of their concerns.

“They want to be able to log in, see what the status of the claim is and how the injured worker is doing, without having to make a phone call or send an email,” she said. “With Origami, that’s exactly what they’re allowed to do, and with the security provided, we can rest easy knowing they can only see the information they’re entitled to, but not protected health information.” of the employee.

“The injured worker can also get claim-specific information through the mobile app, giving them time to focus on recovery without worrying about contacting the claims office directly. This is also a benefit for employers, as it makes the whole claims process much easier.

Technology and increased automation have proven beneficial for workers’ compensation insurers during the COVID-19 pandemic. However, there has been a relatively steep learning curve, particularly in the first year of the pandemic, for both patients and providers to learn how to use and maximize available technologies.

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“COVID-19 has made claims management much more complicated. We have moved from the 2019 way of in-person office visits, case managers meeting injured workers directly and claims staff meetings with employers to the new normal of social distancing, telemedicine and Zoom everything,” she told Insurance Business. “Employees had, and still have in some areas, longer healing times due to delays in ‘non-emergency surgeries’ and reduced availability of appointments, added to a technological learning curve for patients and providers.

“The dispute resolution process has also been a challenge in the pandemic, as required appointments were no longer scheduled and hearings were delayed, leading to an overall delay in resolution. This caused additional processing delays [and] in some cases, treatment would not be returned until the dispute was resolved.

As Service Lloyds has grown during the pandemic, the insurer has prioritized automating various elements of its claims administration process, Clymer explained, with a primary goal of “improving service and to enhance the overall customer experience.

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