Andy Kuchar
Vice President, Risk Management
The Wendy's Co.

We're currently in our fourth year with Sedgwick. We look forrobust claims systems that are easy to use, flexibility tocustomize services, responsiveness and competitivepricing.  Sedgwick's systems are good, as is theirpricing. Their systems are easy to use, including nice touches likethe ability to click on an adjuster's name and have an e-mailautomatically generate with the claim number or the ability to seediaries the adjusters have set for themselves.

Sarah Perry
Risk Manager
City of Columbia, MO.

Corporate Claims Management Inc. (CCMI) in Chesterfield, Mo.,has been our TPA for 16 years. CCMI's status as a regional TPAmeans they can be flexible and respond to our needs without needingto follow corporate guidelines or check with “higher-ups.” Theirability to adapt has allowed them to add Medicare/SCHIP Actreporting to the services they provide; new claim informationdashboards available online; and generate special loss reportsparticular to the requests of city administration; and open recordsrequests from the media.

Important characteristics of a good TPA for us are exhibitingknowledge of public-entity claims, responsiveness, flexibility andthe ability to adapt to changes in technology, reporting needs andlegislative demands. Of course, we want all of this at a reasonableprice, especially since as a public entity we must be able tojustify our expenses. Given the value we receive for their fee, itis worth the cost.

Karl Zimmel
Manager, Risk Management Services
UNS Energy Corp. Tuscon, Ariz.

I have found that once you select a third-party administratorthat has the key capabilities necessary, it is better to workclosely with that TPA to fix issues as they arise and develop arelationship, rather than change TPAs.  If a company has asubstantial volume of claims, then there will always be issues,it's the nature of the business given all of the individual claimsadjusters and volume of work.  Risk managers need to takesome ownership in the challenge for high quality TPA work, becauseas a group for so many years we have beat down TPA fees, which thenrequires TPAs to increase adjusters caseload for the economics towork. 

When I came to Tuscon Electric Power (TEP) we had two separateTPAs handling our different operating companies, so I did anextensive request for proposals and selected Gallagher BassettServices.  We are pleased with the services of GBS. Iparticularly like our current TPA, because they provide us verycustomized service that makes us feel like one of their largestcustomers when in fact we are one of their smallest.

Michael J. Tilley
Vice President, Workers'Compensation
Kelly Services Inc.

We have been with ESIS Inc. since 2005 when we moved fourself-insured states to them as a “test” of theirability/commitment. In 2007, we moved the rest of the U.S. businessto ESIS.

Best-in-class performance is, of course, terribly important whenselecting a TPA but, unfortunately sometimes the burden is on theclient to measure the TPA in order to make thatdetermination.  

During the selection process, the client ought to have a realgood sense as to the “vital few” metrics that are important totheir organization. The “significant many” other metrics willprobably fall into line if the TPA is among the nationallyrecognized.  

Our current TPA fits the bill perfectly.  Our workingrelationship is excellent and we have unfettered access toleadership not only across their organization but also into theirparent company (Ace) as well.  

Becky Robinson
Hobby Lobby, Oklahoma City,
Okla.

We use Sedgwick on our national account (we moved our TPAservices to them in 2009) but use Providence Risk & Insuranceon our Texas non-subscriber program.  

We have a hands-on risk management team in our corporateoffice.  A TPA managing our account must be flexible andwork with our corporate risk management team as we navigate throughour own guidelines with respect to prescription protocols,return-to-work programs and in-house claim activity. 

Additionally, we track every claim on a RMIS system; sometimesbeing so involved creates challenges with TPAs. We need to partnerwith a TPA that can interface with our system. Sedgwick fits thatbill for us on our national program.

Regarding our specialty program in Texas, our partner,Providence, was selected in 2004 as our TPA of choice. We have beenextremely happy with that relationship; they have been veryresponsive to our needs creating an interface with our system andteaming with us on continuing wages through our payrolldepartment.

Gary Urban, MA, ARM
Director of General Services
City of Waco, TEXAS

We have used TRISTAR Risk Management for four years. Thecharacteristics most important to us in selecting a TPA:

1. Timely response to my staff's questions. 
2. Adjusters who contact the injured employee within 24 hours ofthe claim being filed.  
3. Adjusters who keep their case notes current and keep theemployer informed about potential false claims—and addresses theseissues early.  
4. Daily discussions between the employer and the TPAadjuster.
5. No hidden costs and no over-billing.
6. A user-friendly Claims database that includes detailed casenotes and produces quality reports—the type that an Employerneeds.

Jim Recchia, CRM, AIC
Director of Risk Management
Beam Inc.

Sedgwick has been our TPA since 2004. There are several primarycharacteristics that matter to me:

Flexibility in claim handling. When a claim is reported, Iexpect our injured employee or third-party claimant to be contactedwithin 24 hours with no exceptions. What is also extremely crucialis being able to cut through “TPA bureaucracy” and not wasting timeon small issues. For example, if an employee is receivingcollection notices due to unpaid medical bills relating to aWorkers' Compensation claim, I expect the TPA to make payment fromthe claim office with no questionsasked.   

Cost. We are an organization that assertively manages ourWorkers' Compensation claims. TPAs that can agree to fixed rates ona multiple year deal are much more desirable to do business with.There are way too many fees for TPAs doing what they are supposedto do – recovery of a percentage of subrogation fees by the TPA isone major example.

The Intangibles. Being “there” whenever we need the TPA.Sedgwick has done a solid job in meeting most of myexpectations.

Brian Gianfelice
Director, Corporate Claims
Interstate Brands Corporation
Perkasie, Pa.

Due to our size and program complexity, we currently partnerwith several TPAs. We use Constitutional State Service Company(CSSC), Broadspire and ESIS. We recently selected Gallagher Bassettabout a year ago due to a change in carrier program and coverage.Our TPA partners help manage deductible, SIR, self-insured andguaranteed cost programs.

Some of the things I look at when considering a TPA: a strongaccount-management philosophy, including willingness to producequarterly metric reports and annual stewardship reports; size(which does matter); price; after hours/ emergency responsecapabilities; staff turnover; strong, multi-line claimprofessionals; advanced cost-containment programs; reputation; andcan they customize and be flexible and are they willing and able toform a true partnership? A poor choice of TPA can have significantlong-term consequences on a company.