Safety & Health: Enhancing the Experience of Injured Employees

Employees experience many challenges when faced with a work-related injury. Our goal at Travelers is to assist our customers’ injured employees throughout the course of their recovery. While many employees bounce back quickly and return to their pre-injury condition, others with similar injuries struggle with barriers that may delay recovery. Travelers takes a biopsychosocial approach to employee recovery, identifying and addressing the many factors that may impact recovery after an injury or illness. Timely and effective interventions help injured employees take control of their recovery.

Travelers’ approach to claim management combines intelligent analytics, digital capabilities and a personal connection to achieve optimal outcomes on workers compensation claims while delivering a personalized, employee-centered experience. Our approach supports the recovery journey by encouraging appropriate medical treatment and return to work.

We aim to empower injured employees to be active participants in their recovery, which may lead to lower disability duration, lower claim costs and increased satisfaction with the process. In addition to engaging and supporting injured employees, we help customers maintain a safe workplace and manage workers compensation-related risks and challenges. With an easy and transparent approach that allows for both virtual and in-person interactions based on the employees’ preferences, Travelers delivers an unparalleled claims experience for injured employees and employers. Our capabilities are included below.

Personal connection

• ConciergeCLAIM^® Nurse facilitates personal connections between the injured employee and a Travelers nurse located in select medical clinics.
• Virtual Visit is a platform that enables injured employees, employers and medical providers to have real-time video conversations with a Claim professional or nurse.
• Our nurses are trained to identify potential barriers to recovery, and we have tools that help facilitate a holistic recovery, such as Wysa for Return to Work, a coaching app designed for injured employees that helps users build and develop resilience skills.
• TravCare^® Nurse Line is a direct, toll-free phone line, through which injured employees and employers can receive immediate medical guidance from a nurse who can recommend the appropriate level of care using evidence-based medical guidelines, helping to reduce unnecessary emergency room visits. The service is available 24 hours a day, 365 days a year and is staffed by both English- and Spanish-speaking nurses.

Analytics and digital capabilities

• MyTravelers^® for Injured Employees is a secure web-based portal that helps injured employees navigate the workers compensation claim process and empowers them to take an active role in their recovery.
• ePay is an electronic payment capability through direct deposit, Zelle^® or PayPal (where allowed by law) that reduces the injured employee’s reliance on mailed paper checks and can lead to quicker receipt of lost-time payments.
• Nurse Assignment Model is a predictive claim model that proactively identifies claims that would benefit from nurse case management. It assigns a nurse to the claim at the right time to support the injured employee’s recovery.
• Early Severity Predictor^® is a predictive model that can help identify an injured employee’s likelihood of developing chronic pain, allowing for early intervention and engagement of resources.

Engaging injured employees in recovery

Employers can also help injured employees return to work by implementing a post-injury management strategy. This is a key part of the Travelers Corridor of Care^® process, which takes a systematic and positive approach to handling employee injuries. Responding promptly to injuries and providing attentive medical case management can help with an injured employee’s recovery. This type of active management can help an injured employee return to work as soon as medically appropriate. Helping employees recover from their injuries can also have a positive ripple effect within an organization, helping to prevent disruptions in production, quality and morale. In addition, Travelers continues to support research initiatives and make investments in new solutions to help injured employees through the claim process and enhance engagement through innovative tools and personalized support services.