JODI MATHY
HNI Post Loss Specialist

When you have a worker’s compensation claim, you want it handled quickly, and you want it handled right.  One of the biggest complaints that I hear from frustrated clients is that the adjuster assigned to their claim isn’t calling them back quick enough. 

Before joining HNI, I worked as a claims adjuster for a large national broker.  Based on my experience there, these are my tips for getting efficient responses from claims adjusters.

1. Know that your claims adjuster is trying

Most adjusters in every field are buried under enormous workloads.  The problem of high workload to most adjusters is compounded by high turnover of cases – as an adjuster, I rarely went more than a day without a new claim. New claims come with multiple contacts to be made and investigations to be completed, in addition to a daily diary of activities to follow.

2. Give them at least 24 hours to respond

You should expect a return call or email for most requests within one business day.  Many people expect adjusters to call them back same day and get very put off by repeatedly getting a voicemail.  Multiple calls and voicemails aren't going to make an adjuster more eager to call you back either.

If your adjusters’ response isn’t as quick as you’d like, understand that they probably just have on their plate.  I’m not saying this is how it SHOULD be – but it’s the unfortunate reality we have to deal with when managing claims.    

3. Leave good voicemails

If you have ever tried to reach a claim adjuster by phone, you may have been met by their voicemail. For the most efficient response, leave a detailed and specific message with what you want to discuss and the claim number.  If you say “I’m calling about Joe…” this creates more work for the adjuster to figure out what you’re talking about and it will slow down their response time.

4. Email is generally better than calling

E-mails will likely get quicker responses than voicemails.  These are easier to answer on the fly and don’t require both parties to be available at the same time to discuss a particular issue.  An added benefit of this is that you will maintain a thread of conversation to refer to back to that can also serve as an electronic record of the process.   

5. If your claims adjuster is truly MIA, escalate it

If multiple days pass without a response or your request is urgent, you should ask to speak with a supervisor who can address your concern.  If communication problems with adjusters are more serious, that is what I am here for, and I would be happy to intervene on your behalf.