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Remote Claims Adjuster Work Improved During Pandemic


Remote Claims Adjuster Improvement in One Area During Pandemic

Being a remote claims adjuster leaves quite a bit of self-motivation to accomplish the daily adjuster tasks.    When we performed our file and reserve reviews for our employer, carrier, TPA, and agency clients, a trend was noticed that would have made my first claims manager very happy.

Remote Claims Adjuster work assigns the adjuster with more time management responsibilities than when in an office.  As most of us learned, the separation between personal and professional responsibilities becomes more difficult when working from home.   One huge issue that claims adjusters expressed to me over the last three years concerned connectivity issues when they began remotely logging in to the claims system.

pic of Easter Island remote claims adjuster work
Public Use License – Mike W. from Vancouver, Canada

One cannot blame the IT departments fully.  Over the period of two weeks in 2020, the work changed from a few remote workers to everyone telecommuting.  This change strained and slowed most systems temporarily.  We experienced it in our claims and reserve reviews.

Remote Claim Adjuster Improvement In Critical Area

Usually, when the word improvement is mentioned when referring to work performance, the dreaded yearly supervisory review has that box on the review sheet.   However, this positive trend developed in a critical area.

We used to see the initial three-point contact not accomplished within 24 – 48 business hours.  During the pandemic, for some reason, the immediate responsibility of making contact with the employer, employee, and physician was accomplished timely on almost all files.

Making contact ASAP will always result in lower reserves because most of the claim happens in the first 48 hours,  Investigating and controlling the claim in the first few days will result in lower reserves and a better claim outcome for the injured employee.

Findings From My Remote Claims Adjuster Interviews

I decided to call the three claims adjusters that will allow me to bother them now and then with questions.  My calls with them have appeared before in a few articles.    I was told four things that may have better facilitated their immediate action on new lost time claims.

They are:

  • Privacy – when making the three-point contact, a quiet room to work means no background noises or interruptions.  Taking a recorded statement with background noise does not occur in a home-based office.
  • Concentration – adjusting priorities was much easier when the adjusters had no disturbances.  With three-point contact as the highest priority, an incoming claim assignment could be fully handled immediately.
  • Meetings – an impromptu meeting did not occur that often.  Most meetings had to be scheduled during their workday.  Working remotely allowed the adjusters to have more control of their prioritizing tasks.
  • Time freedom – the adjuster did not have to commute to an office. If they wanted to work on a file at 8 PM, they could do it very easily.

Bottom Line

Remote claims adjusters have more control over their workday.  When allowed to adjust their priorities as they saw fit, the most critical of all tasks – three-point contact-improved greatly. Independent thinking = improvement.

Related: All Lines Claims Adjusters – Generalist Replaced By The Specialist




James J Moore - Workers Comp Expert

Raleigh, NC, United States

About The Author...

James founded a Workers’ Compensation consulting firm, J&L Risk Management Consultants, Inc. in 1996. J&L’s mission is to reduce our clients’ Workers Compensation premiums by using time-tested techniques. J&L’s claims, premium, reserve and Experience Mod reviews have saved employers over $9.8 million in earned premiums over the last three years. J&L has saved numerous companies from bankruptcy proceedings as a result of insurance overpayments.

James has over 27 years of experience in insurance claims, audit, and underwriting, specializing in Workers’ Compensation. He has supervised, and managed the administration of Workers’ Compensation claims, and underwriting in over 45 states. His professional experience includes being the Director of Risk Management for the North Carolina School Boards Association. He created a very successful Workers’ Compensation Injury Rehabilitation Unit for school personnel.

James’s educational background, which centered on computer technology, culminated in earning a Masters of Business Administration (MBA); an Associate in Claims designation (AIC); and an Associate in Risk Management designation (ARM). He is a Chartered Financial Consultant (ChFC) and a licensed financial advisor. The NC Department of Insurance has certified him as an insurance instructor. He also possesses a Bachelors’ Degree in Actuarial Science.

LexisNexis has twice recognized his blog as one of the Top 25 Blogs on Workers’ Compensation. J&L has been listed in AM Best’s Preferred Providers Directory for Insurance Experts – Workers Compensation for over eight years. He recently won the prestigious Baucom Shine Lifetime Achievement Award for his volunteer contributions to the area of risk management and safety. James was recently named as an instructor for the prestigious Insurance Academy.

James is on the Board of Directors and Treasurer of the North Carolina Mid-State Safety Council. He has published two manuals on Workers’ Compensation and three different claims processing manuals. He has also written and has been quoted in numerous articles on reducing Workers’ Compensation costs for public and private employers. James publishes a weekly newsletter with 7,000 readers.

He currently possess press credentials and am invited to various national Workers Compensation conferences as a reporter.

James’s articles or interviews on Workers’ Compensation have appeared in the following publications or websites:

  • Risk and Insurance Management Society (RIMS)
  • Entrepreneur Magazine
  • Bloomberg Business News
  • WorkCompCentral.com
  • Claims Magazine
  • Risk & Insurance Magazine
  • Insurance Journal
  • Workers Compensation.com
  • LinkedIn, Twitter, Facebook and other social media sites
  • Various trade publications


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