American Association of State Compensation insurance Fund
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member fund.

CopperPoint Mutual Insurance Company
Phone: (602) 631-2000
Address: 3030 North Third Street
Phoenix, AZ   85012

State Compensation Insurance Fund
Address: 333 Bush Street
Suite 800
San Francisco, CA   94104

Pinnacol Assurance
Phone: (303) 361-4000
Address: 7501 East Lowry Boulevard
Suite 800
Denver, CO   80230-7006

Hawaii Employers' Mutual Insurance Co. Inc.
Phone: (808) 524-3642
Address: 1100 Alakea Street
Suite 1400
Honolulu, HI   96813

Idaho State Insurance Fund
Phone: (208) 332-2100
Address: 1215 West State Street
P.O. Box 83720
Boise, ID   83720-0044

Kentucky Employers Mutual Insurance
Phone: (859) 425-7800
Address: 250 West Main Street Suite 900
P.O. Box 83720
Lexington, KY   40507-1724

Louisiana Workers' Compensation Corporation
Phone: (225) 924-7788
Address: 2237 South Acadian Thruway
P.O. Box 83720
Baton Rouge, LA   70808

Maine Employers Mutual Insurance Company (MEMIC)
Phone: (207) 791-3300
Address: 261 Commercial Street
P.O. Box 11409
Portland, ME   04104

Chesapeake Employers’ Insurance Company
Phone: (410) 494-2000
Address: 8722 Loch Raven Boulevard
P.O. Box 11409
Towson, MD   21286-2235

SFM Mutual Insurance Company
Phone: (952) 838-4200
Address: 3500 American Boulevard West Suite 700
P.O. Box 11409
Bloomington, MN   55431-4434

Missouri Employers Mutual Insurance
Phone: (800) 442-0590
Address: 101 N Keene St
P.O. Box 11409
Columbia, MO   65201

Montana State Fund
Phone: (406) 495-5015
Address: 855 Front Street
P.O. Box 4759
Helena, MT   59604-4759

New Mexico Mutual Group
Phone: (505) 345-7260
Address: 3900 Singer Boulevard NE
P.O. Box 4759
Albuquerque, NM   87109

New York State Insurance Fund
Phone: (212) 312-7001
Address: 199 Church Street
P.O. Box 4759
New York, NY   10007

Workforce Safety and Insurance
Phone: (701) 328-3800
Address: 1600 East Century Avenue Suite 1
P.O. Box 4759
Bismarck, ND   58506-5585

Ohio Bureau of Workers Compensation
Phone: (800) 644-6292
Address: 30 West Spring Street
P.O. Box 4759
Columbus, OH   43215-2256

CompSource Mutual Insurance Company
Phone: (405) 232-7663
Address: 1901 North Walnut Ave.
P.O. Box 53505
Oklahoma City, OK   73152-3505

State Accident Insurance Fund (SAIF)
Phone: (503) 373-8000
Address: 400 High Street SE
P.O. Box 53505
Salem, OR   97312-1000

Pennsylvania State Workers Insurance Fund
Phone: (570) 963-4635
Address: 100 Lackawanna Avenue
P.O. Box 5100
Scranton, PA   18505-5100

Beacon Mutual Insurance Company
Phone: (401) 825-2667
Address: One Beacon Centre
P.O. Box 5100
Warwick, RI   02886-1378

South Carolina State Accident Fund
Phone: (803) 896-5800
Address: P.O. Box 102100
P.O. Box 5100
Columbia, SC   29221-5000

Texas Mutual Insurance Company
Phone: (800) 859-5995
Address: 6210 East Highway 290
P.O. Box 5100
Austin, TX   78723-1098

Workers Compensation Fund
Phone: (800) 446-2667
Address: 100 West Towne Ridge Parkway
P.O. Box 2227
Sandy, UT   84070

Washington Department of Labor and Industries
Phone: (360) 902-5800
Address: P.O. Box 44001
P.O. Box 2227
Olympia, WA   98504-4001

Wyoming Division of Workers Safety & Compensation
Phone: (307) 777-7159
Address: Cheyenne Business Center
1510 East Pershing Boulevard
Cheyenne, WY   82002

Workers Compensation Board - Alberta
Phone: (780) 498-3999
Address: 9925-107 Street
P.O. Box 2415
Edmonton, AB   T5J 2S5

Workers Compensation Board of British Columbia (WORKSAFEBC)
Phone: (604) 273-2266
Address: P.O. Box 5350 Station Terminal
P.O. Box 2415
Vancouver, BC   V6B 5L5

Manitoba Workers Compensation Board
Phone: (204) 954-4321
Address: 333 Broadway
P.O. Box 2415
Winnipeg, MB   R3C 4W3

Phone: (506) 632-2200
Address: 1 Portland Street
P.O. Box 160
Saint John, NB   E2L 3X9

Workers Compensation Board of Nova Scotia
Phone: (902) 491-8999
Address: 5668 South Street
P.O. Box 1150
Halifax, NS   B3J 2Y2

Prince Edward Island Workers Compensation Board
Phone: (902) 368-5680
Address: 14 Weymouth Street
P.O. Box 1150
Charlottetown, PE   C1A 7L7

Saskatchewan Workers Compensation Board
Phone: (306) 787-4370
Address: 200 - 1881 Scarth Street
P.O. Box 1150
Regina, SK   S4P 4L1

Puerto Rico State Insurance Fund Corporation
Phone: (787) 793-5959
Address: G.P.O. Box 365028
P.O. Box 1150
San Juan, PR   00936-5028
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AASCIF Newsletter

Training Tomorrow's Claims Champions

By the Claims Committee

The insurance world is experiencing rapid change. Today’s customers have different needs and are looking for fast and efficient service. To meet these demands, the insurance industry is reshaping the way we do business so that we can continue to meet our customers’ needs. In the workers’ comp industry, we are experiencing many changes, from quicker quoting and pricing tools, artificial intelligence, robotic process automation, and managing big data in premium-based and claims analytics, to planning for the increasing impact of Medicare’s involvement in the claims and settlement processes, on top of keeping abreast of the rapidly changing medical and pharmaceutical landscape.

One area where change will affect all of us is in training our future claim champions. Today’s claim adjusters will require a different set of skills to meet the growing demands of injured workers and policyholders. Doing the job well requires strong time management skills and industry expertise. Recruiting, training, and retaining claim adjusters is an ongoing challenge for all state funds as our experienced claims staff retire, are recruited by other companies, or are leaving the industry due to “burnout.” Establishing recruiting efforts and creating training and onboarding programs specifically geared toward adjusters are the first steps in ensuring that we keep experienced staff engaged.

If we are honest, the claim adjuster’s job is one of the most difficult in our organizations. It takes someone with a multitude of skills to be successful in this role. Today’s claim adjuster skill set should include strong verbal and math skills; a passion for helping people; a curious mind; attention to detail; and the ability to meet deadlines, handle multiple tasks, make decisions, and work with diverse groups of people. Adjusters need to know how to go beyond a process or formal script to understand what motivates injured workers and how to overcome any barriers to their ability to return to work. Organizations must make significant investments in time and resources to develop training programs up front so that their adjusters will have the best chance at a successful career.

For example, the Louisiana Workers’ Compensation Corporation (LWCC) has tailored its training program to meet the changing needs of tomorrow’s claim adjusters. LWCC’s program is ensuring success at the desk level by listening to feedback from their trainees and focusing on the following areas:

  • Meeting and greeting the company’s executives as guest speakers.
  • Understanding the purpose and roles of other departments and their contributions to the company.
  • Learning who the internal experts are and seeking their availability to assist with questions and provide ongoing training.
  • Tying the training to practical applications at the desk level.
  • Providing real-life case studies to illustrate claims management strategies.
  • Discussing real scenarios and claim outcomes.
  • Encouraging trainees to ask questions throughout the presentations.
  • Providing a positive learning environment where conversation and questions are welcomed.
  • Offering peer training/mentoring.
  • Providing ongoing training to seasoned adjusters as a refresher and to increase current skill levels.

The goal of an onboarding process is to get the trainee up to speed as fast as possible and feeling like a valued member of the claims team. However, providing the trainee with all claim information upfront can be overwhelming and difficult for them to digest. Transitioning individuals to “real” claims throughout their training period helps them retain information as they begin to apply what they’ve learned. Consider utilizing experienced claim adjusters as mentors or coaches to trainees in an effort to engage those who have demonstrated the needed skill sets and are successful adjusters.  Training programs should avoid material that does not engage trainees with regard to the specific topic being discussed.

The actual training sessions are fairly easy to coordinate, but it does take a great deal of time for the facilitator to schedule, prepare, and evaluate the effectiveness of the training, besides holding the sessions themselves. It is important to evaluate the program from different perspectives to ensure that the needs of the business and the trainee are being met. By holding regularly scheduled feedback meetings, stakeholders can share observations and work together to identify opportunities for improvement and discuss lessons learned.  Keep in mind, the lessons learned typically differ between management and trainees; this is why all stakeholders should have the opportunity to share their perspective on the effectiveness of the program.

Once trained, retaining our knowledgeable claim adjusters is important for the stability of the company’s bottom line.  However, experienced adjusters can also contribute to mentoring and transferring knowledge to the next generation of adjusters, as well as keeping our return on the training investment.  As trainees increase their skills and become seasoned adjusters, we need to continue to provide training to challenge their skills and broaden their knowledge, feeding their curiosity if you will. Tomorrow’s claims champions will be people who are interested in problem solving and investigating and will truly have a passion for working with people. They will be looking for opportunities that allow them to telecommute and have flexibility in work schedules to fit their work–life balance.

The workers’ comp industry has so much to offer the next generation of claims champions, and we need to start that investment today.



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