Copy + Paste = Not Workers Comp File Documentation
One area for adjusters that seems to become almost the “norm” is copy and pasting the same info from note to note. Workers Comp file documentation becomes very critical in the post-pandemic area.
In our reserve, claim, and premium audit reviews, we often see certain trends or patterns – some good, some not so good. So, I am referring to real examples – not just a theory.
Why More Critical?
The number of workers compensation files has been reducing over the years. I covered this info many times since 2007. WCRI, NCCI, WCIRB and all the other companies that analyze workers comp data have said that the number of claims has reduced over time.
The counterbalance of that reduction consists of claim values increasing with claims open longer every year. Claims are becoming more complex while the volume falls consistently. Check out this article on claim volume reduction.
Old Dog Claims
Claims are open longer with multiple adjusters working the file over time. Working “old dog” claims usually means having to review the claims from one or many years ago to the present. Copying certain info from month-to-month status reports may mean a few things are missed along the way including subrogation.
Once a new adjuster sees that a prior adjuster has used copy + paste workers comp file documentation the more likely they will just use the current file status and work from there – possibly missing old file developments.
Many adjusters now work remotely, so the criticalness of fresh file documentation becomes critical for anyone looking at the file or an associated loss run.
Workers Comp File Documentation During Reserve Increases
Claim supervisors, managers, VPs, etc. can see this info quickly when reviewing file statuses. The reserve increases usually generate the most reviews of a file. Copy + Paste workers comp file documentation becomes a glaring issue.
Yes, some of the file developments never change for weeks. Some Copy + Paste documentation remains acceptable.
Bottom Line
When the action plan or how to push the file along to closure looks the same each time, the file looks as if it is not being worked on, just maintained.
How do you know this info? I have reviewed hundreds of files for agents, insureds, carriers, and TPAs. I have PDFs of workers comp file documentation sitting on my desktop as I write this article.
I do not want to seem like a critic – more as an advisor of what I have seen overall.
