Injured workers should be armed with information
Employers can now tell their workers making after-injury claims they can be guided a video outlining the step-by-step process of claiming compensation.
EML, a personal injury insurance specialist, has launched the video to help injured workers navigate “the often-complex world of workers’ compensation.”
“We know from listening to our customers that workers with a claim can find it difficult to know what to do,” says Helena Swindells, EML’s Customer Experience Manager, Victoria.
“We started the design process by focusing on the needs of our customers – what do they want, what information do they need?”
The new video outlines the claims process step-by-step, so workers can learn about what to expect and what they need to do. Key topics include returning to work, calculating weekly payments, medical treatment options and who is involved to help them recover.
EML worked with Pitney Bowes, a global technology company, to create a personalized and interactive video providing information at the start of the claims process.
A worker who was injured last year, Chris, tested the video. “The information in these videos was easy to understand, and the way that it is mapped is very user-friendly. There was a good emphasis on important information and it would have been great if this was available to me early in my claim.”
He has now returned to work.
“We’re sending every worker with a new claim their own video,” said Swindells. “People can choose to watch the topic that’s most relevant to them, whenever they want to.”
“They want to know what support is available, and who will help them recover from work-related injury or illness and get their life back.
“People expect to be able to find the information they need quickly, and for it to be engaging, and easy to understand.
The also contains the contact details of the case manager.
“We’re excited to offer this new tool. Providing information in this format is an Australian first for the workers compensation industry,” Swindells said.
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