OPTIMISING CLAIMS & INJURY MANAGEMENT WITHIN A SELF INSURED ENVIRONMENT

PERIOD:
  • 2005-2006
CHALLENGE:
  • Major non-conformances in WorkCover audit Dec 2004 meant licence renewed for 12 months only.
  • Threat that licence may be revoked if don’t pass 2005 audit
  • High claims frequency
  • Cost almost double what may reasonably be targeted
  • Senior staff turnover- National and state manager roles vacant
  • History of management lack of attention to safety and workers compensation
  • Claims management staff operating in isolation from business
  • Safety function acting reactively.
  • Line management lacking understanding and generally not engaged
  • Inconsistent methodology/approach within and between business units
  • Inability to successfully link incident reporting and early intervention
ACTION:
  • Identified strengths and weaknessesPrepared and achieved sign-off on project plans
  • Provided physical ‘onsite’ expertise to manage claims team and interface with line management and safety, rehab, medical, legal, finance, IR and HR staff
  • Transferred management of rehab and medical into workers comp
  • Strengthened ties with safety and HR functions
  • Defined workers comp objectives and targets
  • Measurable KPI’s established
  • Developed workers comp standards and refined procedures
  • Established weekly performance and progress review meetings
  • Injuries and causation reviewed in daily line management meetings
  • Scheduled role competency training for managers and supervisors
RESULTS:
  • Company approved additional resources at a time of organisational cut backs
  • Executive commitment and support generated
  • Internal accountability identified
  • Operational “business” focus rather than isolated administrative activity
  • Annual injury rate and claim cost reduced to 40% of prior experience