The Katie School of Insurance at Illinois State University recently conducted a study of insurance carriers, TPAs, and risk managers to determine the impact of technology and automation on workers’ compensation claim practices. The two-year study consisted of interviewing executives, performing a pilot study, and finally conducting a national survey.

The goals of the research were to identify the pain points in the claim process, assess the value of technology in addressing these pain points, benefits derived from technology, and to determine the barriers and obstacles organizations face in trying to implement claim technologies. The following excerpts from this study address the issues of:

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