10-Year Benchmarking Study – Workers Comp Claims Staff Turnover Increasing
I viewed/attended a webinar sponsored by various Workers’ Comp organizations just before the Holiday. Not to center on the negative aspects, but why is the workers’ comp claims staff turnover figure increasing at such a high rate? I will explain why this figure is so important to a long-term file in this article. The title slide from the webinar is below.
You can see the webinar and download the slide deck here. It is definitely worth a review of the slides and if you have the time – watching the webinar.
Peter Rousmaniere invited me to attend a Workers Comp think tank in Chicago almost 10 years ago. Check out this article that I wrote about the meeting. The study blossomed into a full benchmarking study with 10 years of solid data.
One of the years included a survey of frontline workers – finally, someone asked the workers in the trenches. I do not want to focus on the negative as the study/webinar/slides show many positive developments.
Why Focus on Claims Staff Turnover?
One of the huge concerns, when we (J&L) do claims reviews for clients, is the degradation of file handling due to multiple adjusters working on a file over time. That leads to the loss of the “internal map” of the file. Claims staff turnover including medical-only adjusters and administrative assistants also affect the files negatively. Let us look at the slide and a well-thought-out solution by one of the speakers after the slide, and of course, my conclusion. My first claims manager from long ago, said – “Do not bring me a problem unless you have a solution in your back pocket.”
A solution that stuck out was presented by Jason Beans (CEO/Founder). Jason and Rachel (Rising Medical) have been very helpful in answering my stupid questions over the years.
The quote from slide 19 is:
Huge Have/Have Not gap appearing – the companies that execute on their technology and culture will create massive competitive advantages over their more static peer group over the next five years.
My conclusion is that I agree with Jason. I think technology and culture post-pandemic are beyond critical as claims staff turnover can be reduced by permanently offering workers remote work, if possible, or providing in-office work if the claims staff does not like remote work or a combo of inside/outside work.