A personal injury insurance specialist has launched an Australian-first tool for the workers' compensation industry as part of its ongoing investment to better serve its customers and improve return-to-work outcomes.
EML, in collaboration with global technology company Pitney Bowes, has developed an interactive video to help people navigate the often-complex world of workers' compensation.
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“ [Workers with claims] want to know what support is available and who will help them recover from work-related injury and get their life back,” said EML customer experience manager Helena Swindells. “People expect to be able to find the information they need quickly, and for it to be engaging and easy to understand.”
The interactive videos were personalised to give each worker the information they need at the start of a claim, including a step-by-step guide to the claims process as well as key topics, such as returning to work, calculating weekly payments, medical treatment options, and the people involved in helping them recover.
“We’re sending every worker with a new claim their own video,” Swindells said. “People can choose to watch the topic that’s most relevant to them, whenever they want to. The video is personalised with information about their claim and their case manager contact details. They can go back to the video at any time to re-watch any topic.”
Swindells said providing information in video format is an “Australian-first for the workers' compensation industry,” and that so far, they've had positive feedback from workers and employers.
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