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‘Be more human, think like a customer’ — the importance of empathy and connection in case management
When injured workers reflect on their workers' comp claims experience, it's how their claims manager made them feel, not what they told them, that they remember. QBE’s Customer Excellence Program supports case managers to ‘be more human’ in their interactions with injured workers.
8 tips for a great relationship - working with the claims manager
We respond to a Return to Work Coordinator's query about resolving problems between employers and insurers.
What impact does friction between workers’ comp stakeholder have on the effective rehabilitation and timely return-to-work of injured workers? And what’s the reason for this friction?
It’s the people who have first-hand experience of a service or system that can give the most valuable feedback about what works and what doesn’t. Participants in the Victorian injured worker outcome study tell us what they think.
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