With the advent of AI-powered customer call centers the promise is of easier navigation and improved service. Many current call centers have yet to transition to this technology. Great customer service is a primary responsibility of the CEO of every company in our industry. I firmly believe that having the senior executive of the company actively regularly (once a month on the calendar) testing the customer service call centers, would…
Have you ever tried something and failed at it? Of course you have. I have too. Many times. Thomas Edison once remarked, “Many of life’s failures are people who did not realize how close they were to success when they gave up.” He should know. It took him 1,000 attempts (or 2,774, depending upon how you count) to invent a working light bulb. As much as he’s known as a…
When I was the GVP of Risk at Safeway we performed an analysis of our corporate culture to design a safety program that would have the opportunity to maximize the success of our goal of reducing claims frequency. The two essential traits of our corporate culture were: 1. What my boss found interesting I found fascinating 2. The company was driven by competition (comparing and competing divisions, districts, stores and even departments) …
A containment room is a highly protected area to store flammable and combustible items in a warehouse to avoid catastrophic fires. Items such as cigarette lighters, candles and other highly flammable products are usually segregated from the rest of the warehouse in a “containment room.” Having a containment room in a distribution warehouse is part of having a warehouse that is designated as a “Highly Protected Risk.” HPR is a…
In workers' compensation, the well-being of injured workers plays a critical role in their recovery and successful return to work. The traditional approach to workers' compensation often focuses solely on the physical aspects of rehabilitation, neglecting other dimensions of wellness. However, by incorporating the six dimensions of wellness—physical, spiritual, emotional, social, intellectual, and vocational—employers and insurers can create a comprehensive approach that supports injured workers' health, facilitates their rehabilitation, and…
The workers’ compensation industry faces a daunting challenge: a severe shortage of qualified claims examiners. This crisis threatens to inflate costs, delay crucial benefit decisions, and undermine the quality of claims management. By understanding the root causes and implementing proactive solutions, industry leaders can navigate this turbulent landscape and safeguard the integrity of the workers’ compensation system.Impact of Examiner Shortage: The shortage of skilled claims examiners is not merely a…
I’ve had several conversations over the past few months with independent claims adjusters looking for a different role. It started when a friend, Roberta Mike, invited me to her Workers’ Compensation Career Mentorship Group on Facebook that has over 1000 members. Many of them are P&C (property, auto, etc.) staff or independent claims adjusters. There are apparently two challenges in that line of work. The first is that work can…
Every licensed work comp adjuster in Texas should be aware that their license is only valid for two years. To renew it, they need to submit a new application along with proof of completing appropriate continuing education. As an adjuster, making continuing education a top priority is crucial not only for legal compliance but also for several other significant reasons that should not be overlooked. These reasons include: In the…
Roger was the most knowledgeable worker's compensation claims person I ever met. He knew the labor code; he knew all the case law and how each legal opinion applied to that claim which was in his hand. He knew how to accurately and consistently reserve claims (he was exceptional with this), he knew how to audit claims, and he knew how to resolve claims. Roger was not very tactful. He…
In workers' recovery, the power of a claims professional's attitude cannot be underestimated. Attitude plays a pivotal role in shaping the recovery and well-being of workers. A positive attitude can bring about remarkable changes, not only in an individual's life but also in the workplace. This article delves into the significance of attitude and explores how it can influence behavior, foster positive relationships, and contribute to overall success and growth. …
