How Remote Work is Impacting Claim Efficiency

Remote work has significantly impacted claim efficiency within the workers' comp space. When claim adjusters opt to work remotely, we have seen some significant advantages and positive challenges compared to working in an office setting.

Working from home eliminates commuting time and potential distractions in the office, allowing adjusters to focus more on their tasks. With a dedicated workspace at home and a lack of distractions and interruptions common in office environments, our employees focus better and complete tasks more efficiently. This can lead to extended work hours or round-the-clock coverage, allowing claims to be processed more quickly. As our industry peers know, timely processing and communication are essential for customer satisfaction.

Even before the pandemic, the insurance industry has been trying to fill what seems like a never-ending void, the talent gap. As leading experts are aging out of the field, replacing those positions is more challenging than ever. The insurance sector has had to adapt its approach and learn to compete with rising, remote industries to attract this younger generation of professionals. "With the ongoing talent gap we have seen in recent years, opening ourselves up to a more remote environment has allowed for much-needed expansion within the talent pool for NLA," says Director of Claims Heidi Sellers.

Access to a remote setting allows insurance companies to hire talent from anywhere globally, expanding the potential pool of skilled claim professionals. With a larger talent pool, organizations can find individuals with specific expertise or language skills, improving the efficiency of handling claims that require specialized knowledge. With remote work comes technology, pushing insurance companies to adopt digital tools and solutions for claim processing.

It is also essential for claim leaders to remember where this new pool is coming from. As most of us who have been in the space for decades grew up without computers and cell phones, rising claim professionals are vast in their tech knowledge and understand the advancements being made toward automation. Just as we leverage automation, artificial intelligence, and machine learning to streamline claim workflows, we must also learn to incorporate and encourage our remote teams to contribute to increased efficiency and accuracy in claims management through their own hands-on experiences.

Despite the advantages, we must acknowledge potential challenges from remote work, such as communication and collaboration issues, robust cybersecurity measures, and maintaining a solid company culture. However, with proper planning, infrastructure, and support, remote work can significantly enhance claim efficiency and our employee's mental health through work-life balance.

Working from home can sometimes lead to isolation and a lack of connection with colleagues and the company culture. Employers should prioritize initiatives that foster employee engagement, such as regular check-ins, virtual team-building activities, and promoting a sense of belonging within the remote workforce. "Here at NLA, we stay on top of events, days, and other milestones our employees are passionate about. It allows for an open, celebratory space where all employees feel welcome," our Eastern Region Director Maggie Conatser stated.

Working remotely may also create challenges in communication and collaboration with colleagues, supervisors, and other stakeholders involved in the claims process. Adjusters may need to rely on virtual meetings and digital communication tools to ensure effective collaboration. In-office settings often provide on-the-job training, mentoring, and learning opportunities from experienced colleagues.

As we develop our training procedures in-house, we have found various platforms available to our remote workers that provide the same experience and hands-on training as they would receive if they were in our headquarters. Just as we check in with onsite employees every quarter, it is also crucial for companies to provide those same accommodations for remote employees to maintain motivation and engagement.

In summary, remote work for adjusters offers advantages such as increased productivity, flexibility, and access to a broader talent pool. However, you must address challenges upfront to set expectations and cultivate success in a remote work environment. By implementing these strategies, insurance companies can keep adjusters on track when working remotely, ensuring productivity, accountability, and successful claim handling.

Attending the WCI Conference? Learn even more about the rising challenges facing remote workers and how we can overcome them by joining Maggie Conatser at the panel Time Management Tips