Pleasanton, CA -(BusinessWire)- On the heels of April’s seven-city Public Forum tour, DWC Administrative Director Rosa Moran continued her fact-finding mission on the workers’ compensation process. On May 23, Moran visited the Pleasanton office of ICW Group Insurance Companies, a multi-line carrier based in southern California. She met with numerous examiners as they processed work comp claims. It is believed this was the first claims office visit by a DWC Administrative Director.
Moran was invited by ICW Group to get an up-close look at processing workers’ compensation benefits to injured workers from the claims side. Throughout the day she sat side-by-side with claims examiners, listening in on their telephonic interaction with injured workers, medical providers and lien claimants, and watching the processing of paperwork that accompanies ICW Group’s high volume operation. She also saw how software is used in facilitating the overall claims process.
“Spending time with a claims operation was extremely interesting and educational,” stated Moran. “How a carrier handles a work comp claim is vital to ensuring the system is working properly. Today’s experience showed this carrier is quite diligent when it comes to meeting the needs of California’s injured workers.”
Amanda Granger, ICW Group’s assistant vice president who oversees the carrier’s national claims operation was impressed with Moran’s focus and enthusiasm. “We thought it important that the AD experience the actual claims process including new claims set-up, daily work flow, medical authorizations, bill payments, lien issues, litigation referrals and the appeals process,” Granger stated. “That’s a lot to absorb in a single visit, yet Rosa was thoroughly engaged the entire time,” she added. ICW Group’s senior legal counsel Kent Ball, who arranged the visit, supported Granger’s observations. “I believe the AD increased her industry knowledge by witnessing first-hand, what claims examiners do day in and day out. I think she would agree that it was a day very well spent.”