Boston, MA – To help enhance communications with injured workers, produce better outcomes and deliver superior customer service, Liberty Mutual has introduced smart video technology that automatically delivers a personalized online video to workers compensation claimants summarizing key claims information and providing links to helpful tools and resources.
Claimants of Liberty Mutual Insurance and its wholly-owned third party administrator, Helmsman Management Services, who meet certain criteria will now receive a two-minute online video at the time of the first indemnity payment.
Liberty Mutual and Helmsman are the first to use smart video technology to help educate workers compensation claimants and improve outcomes.
“The workers compensation claims process can be confusing and scary for an injured worker,” explains Wesley Hyatt, vice president & manager, Strategy & Operations, Commercial Insurance Claims, Liberty Mutual. “We developed our SmartVideo tool to help claimants better understand that process, and provide easy access to tools that bring about the best possible outcome – such as prescription cards and medical network directories – and provide peace of mind, like online claim status and payment information.”
The SmartVideo tool enhances and complements communication between a claimant and Liberty Mutual or Helmsman, helping build and strengthen a relationship by supplementing direct contact between the injured employee and the claims manager. The video can be seen by injured workers on laptops, smartphones and tablets.
The tool was developed by Liberty Mutual’s Commercial Insurance Claims Innovations team, which develops original solutions to key claims issues, allowing the insurer to provide top tier customer service.
“The service expectations of brokers, agents, policyholders and injured workers continue to grow,” notes Hyatt. “A key focus of our claims innovation efforts is identifying ways to better meet these expectations through new and emerging technology, and tools traditionally not used in the claims process.”
An example of the Liberty Mutual Workers Compensation SmartVideo can be seen here.
Liberty Mutual subsidiary Helmsman is a WorkCompWire Ad Partner.
This is not a paid placement.