Effective, Efficient and Ever-Evolving: What it Takes to Have an Amazing Claims Department

Topics: Small Business

When it comes to resolving a claim for an injured employee, business owners expect a great customer experience and a swift resolution.

At AmTrust, our claims department is staffed by experienced individuals. Our adjusters are available to help injured employees understand the entire claim process by offering advice and maintaining communication throughout the process. 

The Importance of a Customer-Focused Claims Department

Stavros Vouyiouklakis, president of the Stratford Insurance Agency in Long Island, has worked with AmTrust for over 15 years and acknowledges our claims department as a step above the rest.

AmTrust Claims Process: Three-Point Contact

When a claim is filed, three-point contact is immediately initiated between the injured worker, the employer, and the doctor. Our medical director is on hand to assist in determining the proper diagnosis and holds peer-to-peer reviews to discuss claims directly with treating physicians.

Improving the Process to Handle Claims More Efficiently

AmTrust is continually working to improve our claims handling process to further enhance the relationships between our internal team, our appointed agents and our insureds. Here are just a few of the improvements the claims department is setting in place:
  • The implementation of a complex claims organization dedicated to the handling of our most complex and severe losses
  • Increased focus and strategy with regard to medical management to ensure relevant and proper level of care and focus on return to work
  • Analysis of claims operations, processes, teams and technologies to improve overall performance
  • Better use of metrics, data and analytics to evaluate claim trends and opportunities - an example of this is reflected in our Opioid Prescription Risk Report, which describes the details of our partnership with Optum Workers' Comp and Auto No-Fault to implement processes to reduce the number of opioid prescriptions to our insured's injured employees

Workers’ Compensation
Phone: 866-272-9267
Fax: 775-908-3724 or 877-669-9140

Non-Workers’ Compensation
Phone: 888-239-3909

This material is for informational purposes only and is not legal or business advice. Neither AmTrust Financial Services, Inc. nor any of its subsidiaries or affiliates represents or warrants that the information contained herein is appropriate or suitable for any specific business or legal purpose. Readers seeking resolution of specific questions should consult their business and/or legal advisors. Coverages may vary by location. Contact your local RSM for more information.

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