Adjuster's Guide to Mastering Empathetic Communication

Written By Mari Diaz

As a claims adjuster, you play a critical role in helping injured workers navigate the workers' compensation claims process. However, it's not just about processing their claim; it's also about showing empathy and care towards the injured worker. Effective communication is essential in building trust and providing support to the injured worker during this challenging time. Here are some practical tips and strategies that you can use to communicate better with injured workers and show them that you care about their well-being beyond the claim.

Be Empathetic Injured workers are often dealing with physical pain, emotional stress, and uncertainty about their future. Showing empathy and understanding can help to ease their worries and build trust. Let them know that you understand how difficult this situation is for them and that you are there to help in any way possible. Simple gestures like asking how they are feeling or using their name can make a big difference.

Be Clear and Concise: When communicating with an injured worker, it's important to be clear and concise. Avoid using technical terms and explain everything in simple terms that they can understand. Listen carefully to their concerns and answer any questions they may have. It can be helpful to repeat back what they have said to ensure that you have understood them correctly.

Keep Them Informed: Keeping the injured worker informed about the status of their claim can help to reduce their anxiety and stress. Regular updates, either through phone calls or emails, can keep them in the loop and help them feel more in control of the situation. Make sure to explain any delays or changes to the process, and be honest about what they can expect in terms of timelines and outcomes.

Be Available: Injured workers may have questions or concerns that arise outside of regular business hours. Being available and responsive can help to alleviate their worries and show that you care. Consider providing your contact information so that they can reach out to you if they have any urgent needs. Responding to messages or calls promptly can help to build trust and foster a positive relationship with the injured worker.

Provide Resources: In addition to processing their claim, injured workers may need additional resources to help them cope with their injury. Providing information about local support groups, rehabilitation services, and other resources can be incredibly helpful and show that you care about their well-being beyond the claim This can help to build a positive reputation for your company and demonstrate that you prioritize the needs of the injured worker

It's important to remember that the injured worker is a human being who may be dealing with pain, stress, and uncertainty By approaching each interaction with empathy and care, you can help to alleviate their worries and show that you prioritize their wellbeing By following the tips outlined in this article, you can provide a positive experience for the injured worker and ensure that their needs are met throughout the claims process

Nickcola Wallace Director of Operations

Baron Home Group

My workers compensation philosophy prioritizes compassion and empathy I recognize that employees come to work to care for themselves, loved ones, and customers, and a work injury can dramatically change their world We are all susceptible to life-altering events, and putting myself in the injured employee's shoes helps me see the whole picture and approach each case with a human perspective.

Joyann Major Risk Management Specialist City

of Miami

My workers' compensation philosophy is to prioritize treating every claimant with the same level of respect and care that I would want to receive if I were in their position This includes providing all necessary medical treatment promptly and efficiently to facilitate their return to full duty as soon as possible I believe in maintaining a high standard of performance from the initial encounter and throughout the entire process. Additionally, it is crucial not to take any rude or disrespectful behavior personally and to maintain a professional boundary between work and personal life. Therefore, once I clock out, I leave work behind until the next workday

Renée Major Director, Risk Management

City of Port St. Lucie

My workers’ compensation philosophy is it’s better to be proactive than reactive. A robust safety program is essential in reducing frequency and severity of claims

Jadell Mendez

Bilingual Medical Case Manager, President & CEO MEDTeam Care Management, Inc

My workers' compensation philosophy is working as a team for the best results As a medical case manager, working hand to hand with the employer and claim adjuster creating a positive strategy that works ker’s benefit is a priority. Providing proactive and tment and creating all needed settings at the mmodate the injured worker, will guarantee a faster nd return to work

Jessica Oker Sr. Account Manager CCMSI

My workers' compensation philosophy is to always be faithful to the claim If you maintain that focus, compliance in all aspects of claims handling will flow.

Elizabeth Swonger Workers’ Compensation Claim Manager CCMSI

My workers’ compensation philosophy is simple, treat everyone with respect and kindness and you will get the same in return Injured workers’ have only their claim to be concerned about, we need to make them feel as if their claim is our only concern in order to work together to help them recover and get back to work.

Doris Bodet Risk Management Claims Handler

DHL

My workers’ compensation philosophy is to make sure you put in the extra effort early in the claim and you will more than likely have a better outcome Try to put together the best team that enables great results including Nurse Case Manager, Attorney and of course, Medical Providers. The Adjuster and Client should work as a Team to bring claims to resolution. Trust is everything!

Kathy Sears Senior Claims Adjuster Relation Insurance

My workers' compensation philosophy is to do the best I can every day to help injured workers through their WC claim, as having a workrelated injury can be a life-changing event. I strive to be helpful and get them back to doing the things they love to do as soon as possible to obtain a good outcome for the injured worker and the employer