Enhancing the Experience of Injured Employees

CustomCare^SM offers a claim management process designed to create a better balance between digital self-service and personal human connections throughout an injured employee’s workers compensation claim experience.

By using multiple engagement tools, we empower injured employees to better manage their recoveries, leading to lower disability duration and increased satisfaction for the injured employee and lower claim costs for us. As a result of investments in new technologies and capabilities, we were able to continue uninterrupted support for injured employees despite challenges related to the pandemic.

Our dynamic tool, Virtual Visit, enables Claim and nurse professionals to conduct real-time video chats with employers, medical providers and injured employees to discuss matters pertaining to the recovery process. These virtual face-to-face interactions can help identify potential issues that may not be easily discovered during a traditional telephone call, such as signs of an infection or an improperly applied splint. The TravCare® Nurse Line allows injured employees to receive medical guidance from a nurse, who can recommend the appropriate level of care immediately following a workplace injury. Telemedicine programs, including telerehab and virtual independent medical examinations, connect injured employees with health care providers for diagnosis and treatment. These and other virtual care offerings have also empowered our teams to ensure seamless delivery of care to injured employees.

These programs, along with our focus on engaging and supporting injured employees, help customers maintain a safe workplace and manage workers compensation-related risks and challenges. Some of these challenges, addressed by our Chief Medical Director, Dr. Marcos Iglesias, include emotional and social reintegration in the age of COVID-19 and suicide prevention in the construction industry.

Other examples of how we aim to improve injured employee engagement include our ConciergeCLAIM® Nurse program, our Early Severity Predictor® model, MyTravelers® for Injured Employees and our risk management services.