Claims Adjuster Communication – Are Chats OK?
I received this question a few days ago from a newly-hired adjuster for a TPA (think self-insureds). My supervisor always said during training that claims adjuster communication should never be texts between me and anyone when working on a claim. I used to work as a property adjuster, where this was allowed for all claims adjuster communications. What makes Workers Comp claims different? – (paraphrased).
My Answer/Advice
I have heard this question quite a few times in the past. As smartphones and iPads have become the norm for most personal communication – not business-based communication. I myself have to avoid texting on so many message apps when it comes to any conversations. Yes, it is easy to chat with an injured worker, defense attorney, field case manager, or for internal claims adjuster communication with other workers in your new employer.
However, one word makes me avoid any types of messaging apps or texts – documentation. I may sound old-fashioned, but emails and rarely phone call documentation in the file, usually are the best method by far. Why? You may have to produce that documentation in a workers comp hearing or justify why a decision was made on the file. Trying to locate a text or chat that no longer exists may not be the best way to document the file.
Emails are claims adjuster communication documentation unto themselves. I have seen over 20 pages of one email chain between a claims adjuster and the field case manager.
Bottom Line
The newly hired workers comp claims adjuster had likely communicated by text when trying to reach homeowners. The claims adjuster’s communication between any party in a Workers Comp claim results in the need for everything to be in one place, not on a phone.
One TPA that I know of produced its own app that allows claims communication to function like an email. The app places the incoming and outgoing texts/chats directly into the file. That solves the claims adjuster communication documentation conundrum very quickly.
For this and other questions, I always say as a last idea – always follow your claims adjusting manual. I have written a few of those in my past. Your claims supervisor is likely following the manual.
