How Effective Communication with an Injured Worker Can Benefit a Claim Outcome

Communication is the golden rule for any claim. For an injured worker, a prompt post-injury response can lead to more immediate medical treatment, lower risk of long-term disabilities, peace of mind, and faster acclimation to a full-duty return to work when possible. However, any possibility of these benefits relies heavily on the willing action of their employer and their active stakeholders to keep them informed and engaged throughout the process.

“Post-injury can be very scary for an injured worker and their family or support structure, who may not know what to do or where to start. If an injured worker feels abandoned by their employer post-injury, this can lead to adverse claim outcomes,” said Jayde Laxton, Managing Director – Claims at Safety National. “Immediate contact and open communication from their employer provides a level of empathy and compassion necessary to ease their concerns. Involving a third-party administrator early on can also keep the injured employee and their family updated on the process and recovery expectations.”

Communication can yield the following benefits, which can be extremely helpful in optimizing the outcome of a workers’ compensation claim:

1. Builds trust and enhances meaningful conversations.

Trust is the eternal motivator for any claim progression, but how can an employer build trust without seeming overly eager to benefit their organization? The first step is always empathy. Involve a nurse case manager early, who specifically meets the needs of the claim. For example, in catastrophic cases, a more experienced nurse will be needed to appropriately discuss the recovery process with the family. Regardless of severity, empathy should always be prioritized, demonstrating urgency in care coordination and recovery.

2. Expedites the claims process.

Unlike employers and adjusters, an injured worker is typically unfamiliar with the workers’ compensation system. Employees may self-educate, but they mostly rely on their employer to explain the process, providing information like medical and indemnity benefits and contact details for the stakeholders involved.

3. Prevents long-term claims occurrence.

An injured worker should feel supported for the length of the claim and beyond. Inconsistent communication after the initial injury can lead to unpredictability from the employee. If they feel the claim is being mismanaged or left as an afterthought, they may feel more inclined to retain an attorney and engage in litigation. Building rapport with an employee can reinforce a sense of security, making them feel valued throughout the life of the claim.

4. Empowers the injured worker.

Employers have one tool to help their employees avoid a potential path to permanent disability – a strong return-to-work program. Employees should be provided guidance on any available policy, a description of processes to be followed, and key contact information. Full transparency of benefits and challenges in their recovery allows them to make informed decisions and take ownership of their journey.

5. Promotes a culture of cooperation.

Again, enhanced communication with an injured worker may reduce the chance that they obtain an attorney for their claim. Sometimes, employees will still retain an attorney, but injured workers may reach settlements quicker and sometimes for lower amounts through constant communication with their claims team. Attorneys may encourage their clients to disengage with their employer, but the injured worker may have already established a relationship of trust.