Workers' compensation customers of Liberty Mutual can expect faster service thanks to an improvement in the way the carrier handles claims. The carrier provides claims managers instant online access to relevant documents while protecting the privacy of confidential medical information.
"We made a great claims management system even better by slashing the time required for documents from outside resources--such as medical reports, bills, and digital photos--to be available in the system," says Kevin Carson, who manages the new process for Liberty Mutual. "Outside partners can send electronic versions of these reports, which instantly become part of our system. Other providers still send paper documents, which we now scan into the system within a day of arriving at Liberty Mutual."
Customers can pull up these documents through RISKTRAC, Liberty Mutual's online risk information system. This access to a broader range of information on each WC claim allows policyholders greater focus on managing claims. Now, documents automatically become part of the claims management system, where they are available to anyone who touches a claim. It is no longer necessary to enter a summary of each report in the system, wade through paper files for a specific report, or copy a document and fax it to another resource.
RISKTRAC helps customers control a claim's cost--a key benefit of having all claims resources on the same system. For example, the process of reviewing and paying medical bills has to be tracked closely to ensure treatments only for work-related injuries are covered.
The system also allows Liberty Mutual to answer policyholder questions quickly. "Our employees instantly pull up key documents online to provide an immediate answer to a policyholder," says Carson. "They no longer need to look for reports in paper files and call back with the answer."
