Healthcare is in the middle of an industry-wide shift towards health and wellbeing, person-centric rehabilitation and the improvement of safety culture. In light of rising costs and ever-changing technology, there’s never been a more important time to innovate and adapt to this changing landscape. Accordingly, personal injury claims management needs to evolve in line with these new developments.
“Historically, claims management has been held back by the inability to access information, treatment or support services at an early stage,” says Darrin Wright, executive director of personal injury at Gallagher Bassett. “However, technology has gone a long way in addressing these concerns. Thanks to increased connectivity, we can improve claimant care, reduce treatment inefficiencies, and enhance rehabilitation and recovery, while also increasing employee productivity on our end.”
A staunch advocate for the increased use of technology in the claims process, Wright is also well aware that it’s crucial for customers to still feel valued as individuals. Claimants often feel that they have a lack of knowledge and/or control over their recovery. Poor communication and inadequate engagement leave them feeling out of the loop. When handled correctly, technology can eliminate these issues – but handled poorly, it can leave claimants feeling like just another cog in the machine.
“It’s critical that technological advancement isn’t misconstrued as something that depersonalises the claims process,” Wright says. “The emphasis should always be on putting claimants at the centre of everything.”
Empowered by social networks and their digital devices, consumers are increasingly dictating what they want, when and where they want it – personalised service that reflects their needs and lifestyle.
This presents additional opportunities for insurers, too; as the number of IoT devices expands, service providers now have the opportunity to leverage data to better meet customer needs and provide a stronger value proposition. Ultimately, this should lead to a situation where customers are able to own and control their experiences, and companies are able to minimise costs, improve productivity, and increase customer satisfaction and loyalty.
In the personal injury space, providing the appropriate information, treatment and support services for claimants has always been a challenge. Service providers, schemes and practitioners need to ensure they are providing the most accurate diagnoses and advanced treatment plans, while simultaneously ensuring the claimant has easy access to everything needed for their recovery.
Technology has helped meet these needs: big data has enabled faster diagnosis, prediction capabilities and access to evidence-based treatment options for practitioners and case managers. Additionally, claimants can now access claims or treatment information via digital applications, attend online consultations with medical practitioners or use wearable devices to track and monitor their progress.
There has also been increased development and implementation of other tech solutions, such as platforms and chatbots that empower customers and reduce the need for over-the-phone interaction. And there’s been a shift from desk-bound case management for highly sensitive or complex cases to providing face-to-face service.
It’s also now recognised that a more holistic option is better for recovery; rather than simply trying to speed the claimant back to work, the focus is on improving their quality of life across numerous areas, including home, the wider community and the workplace. Physical and mental wellness and recreation activities all play an important role in successful recovery.
“For example, at Gallagher Bassett, we offer a Network Support Service, which helps reconnect injured workers and their families to their community following an injury,” Wright says. “It empowers them to manage their own health and care, which results in better outcomes for everyone.”
Additionally, the burden of administration and manual tasks has a significant impact on productivity, which can have a direct impact on the wellbeing of claimants. Delayed claims can extend recovery time, exacerbate their condition and increase overall claims costs. However, the increased use of technologies like blockchain, artificial intelligence and robotics now allows subsets or entire portions of the claims process to be automated. This not only improves worker efficiency, but can also aid in the more accurate and timely completion of tasks.
