19Insurance Business ReviewAUGUST 2025Alexandru ChiritaTHE IMPORTANCE OFCLAIM ADVOCACYIN WORKERS'COMPENSATIONBy Alexandru Chirita, Workers' Compensation Manager, Volvo CarsIn today's world, it is not uncommon for people to distrust the insurance claim process. Frankly speaking, most injured workers do not trust workers' compensation insurance adjusters or someone else's decision-making in a situation that dictates their medical care. It is a common misconception, as analyzed during several prior interactions with injured workers that the goal of insurance companies is to close claims and move them along quickly at the expense of their health or wellbeing. If you couple that thought process with today's non-verbal technological landscape, employers are already behind the eight ball with expensive lawsuits and upset employees.This is where claim advocacy is brought in. Claim advocacy is an evolving concept in workers' compensation, emphasizing employee-centric customer service during the recovery process. This approach aims to eliminate adversarial challenges, streamline benefit access, foster trust, and hold organizations accountable for metrics beyond cost reduction. High-performing organizations often adopt these strategies as part of their talent management and to enhance claim outcomes. This trust will translate to reduced unnecessary litigation on claims because employees won't feel they need an attorney to advocate for them. It will also create a happier workforce where employees feel valued. Remember, they will generally continue to work for you at the conclusion of their claim.Injured workers are already dealing with the negative initial thoughts following injury: How am I going to get paid and take care of my family? How am I going to be able to work for 20 more years with this injury? How are medical bills going to be paid for all these visits? All these questions are CXO INSIGHTS
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