The App’s the Thing

By Gary Anderberg, PhD

SVP Claim Analytics
Gallagher Basset

Every insurance company and third-party administrator (TPA) has a claimant application these days, but what makes an app useful for your claimants? How can it help them understand and navigate the insurance process with confidence and peace of mind?

Group health and STD/FMLA apps have been around for a few years now, but apps are new in workers’ compensation (WC). Let’s take a look at some of the needs specific to a WC app and how they differ from what you expect in group health, STD, or FMLA benefit administration. What will help your employee, in both practical and emotional terms, when a work injury happens?

WC is different from group health and non-occupational disability in a number of ways. Most employees rarely encounter a WC event, so when it happens, they find themselves in a strange new world with many questions. What am I supposed to do? What happens next? The first requirement of a good WC app, then, is that it guides the new user, step by step, and makes the whole process as transparent as possible. This may include easy access to frequently asked questions, a process map, and other explanatory tools, similar to what is provided in apps for group health, STD claims, or FMLA leaves.

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