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Insurers emphasize trust and faster contact in workers’ comp claims
Risk & Insurance highlights that Arch Insurance requires third-party administrators to make 24-hour, three-point contact with the injured worker, employer, and medical provider.
Workers’ compensation stakeholders are facing heightened skepticism among employees while litigation risk remains a top industry concern, according to an article in Risk & Insurance. The piece cites a 2024 PwC study finding that 70% of employees do not trust their company’s leaders to follow through on commitments.
The report argues that rebuilding trust depends on how claims are handled immediately after an injury, noting that the first few hours can shape whether the process feels cooperative or more likely to end up in adversarial litigation.
Risk & Insurance says insurers are responding with multi-pronged changes, including thoughtfully adopting AI in claims handling, building integrated communications procedures, and emphasizing emotional intelligence training for claims handlers.
The article also points to operational expectations set by carriers and their third-party administrators, including CorVel CSO Jason Wheeler’s emphasis on injured workers feeling cared for rather than “processed,” and Arch Insurance’s requirement for 24-hour, three-point contact across the injured worker, employer, and medical provider.