Just like with some traffic intersections, there can be points in workers’ compensation claims management dubbed ‘malfunction junctions,’ where a multitude of responsibilities come together. Whether performed by staff or outsourced, this point of intersection is at the desk of the adjuster. While this point in the process usually goes smoothly, a Property Casualty 360 article, “Avoiding ‘Malfunction Junction’ in Claims Management,” discusses what might go wrong and how to avoid those wrong turns.

Here are some common ways “wrong turns” can occur within claims management process:

  • Trouble can arise when the adjuster’s caseload is too high to manage or when they aren’t managing time cautiously. When the adjuster gets backed up, claims can stay open longer, and parties can be misdirected or even collide.
  • A malfunction can occur when a manager puts more work on an adjuster than the reasonable level, which varies by many factors.
  • Other times the problem is the adjuster lacks good and efficient time management skills. They may staff out tasks to specialty vendors, but this can sometimes involve more coordination and execution, and the adjuster may assign their work and then abdicate responsibility.

The problem of overwhelmed adjusters can have several solutions. After management establishes a productive and efficient work environment and properly trains the adjuster, then the difficult parts of discipline and execution begin. Working to stick with efficiency principles by eliminating distractions in daily life and formalizing the company guidelines about efficient work will help create a more effective work environment and avoid the chance of running into a malfunction junction while handling workers’ compensation claims.

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