Policyholders Want More Digital Tools and an Omni-Channel Experience from Workers’ Compensation Insurance Providers, EMPLOYERS Survey Finds
What factors, if any, would improve your experience with your workers’ compensation insurance provider? (Select all that apply.)
|More online or self-service tools||23%|
|More communication about my policy||20%|
|Faster claims processing and payments||15%|
|More resources to make my workplace safer||14%|
|A mobile app to submit and track claims||12%|
|More communication about the status of submitted claims||10%|
The study found that 67 percent of small business owners are extremely likely or somewhat likely to use a self-service online portal from their workers’ compensation carrier to review policy information, make policy changes, or make payments.
Small business owners also expressed an interest in using a mobile app for managing their policies. The most important features were the ability to view payment history (34 percent), submit claims (32 percent), make premium payments (31 percent) and track previously submitted claims (31 percent). Almost 60 percent of small business owners indicated that they were extremely or somewhat likely to use a mobile app for submitting claims, tracking claims, making payments, or viewing payment history.
Most small business owners (76 percent) said that an identical experience across desktop and laptop computers, smart phones, and tablets was very or somewhat important.
“Mobile and self-service technologies have penetrated all aspects of our
lives, so it’s not surprising that small business owners would want
their workers’ compensation insurance carriers to use those tools to
improve responsiveness and convenience,” said
EMPLOYERS® surveyed 504 US-based business owners over the age
of 18 to better understand their current experiences and expectations
regarding workers’ compensation insurance. The survey was fielded using
the Qualtrics Insight Platform and the panel services were provided by
Copyright © 2017 EMPLOYERS. All rights reserved.
Employers Holdings, Inc.
Ty Vukelich, (775) 327-2677
Vice President, Corporate Marketing
Michael Paquette, (775) 327-2562
Executive Vice President, Chief Financial Officer