Angle Q2 2018
Hear from 3CU Vice President of Customer Operations and Loss Control about how we deliver superior customer experiences, from kickoff meetings to all-hands-on-deck account management sessions.
How does 3CU outperform the industry from a customer service standpoint?
SB: Quite simply, we keep our promises and deliver superior execution. I know most companies say that, but we truly are a partnership-based company. To achieve best results, we want customers to be as involved as possible. We encourage it. The same goes for our brokers – we ensure that the way we serve customers is done in partnership with the broker and that our service platforms are running parallel.
It starts with our underwriting team working closely with broker partners long before we receive a submission. We continually educate our brokers about why we believe 3CU is different and how we drive better results for insureds – with programs like kickoff meetings and account management processes.
Each insured is provided with a dedicated claims adjuster to handle all claims needs, and we cap our adjusters at 125 cases so we can proactively manage the process, not just administer it. We believe strongly in providing injured workers with the best medical treatment possible, which is why we use outcomes-based analytics to identify the most appropriate medical providers. Unfortunately, fraudulent claims are a reality in our business. We diligently fight fraud on many levels, with proven techniques and an in-house investigative unit.
What’s the advantage of 3CU kickoff meetings?
SB: Within the first 60 days of writing a policy, we conduct a kickoff meeting to get broker partners and policyholders on the same page. We make sure we understand an insured’s operation from a best practices perspective and drive home our loss control processes. It’s where we integrate our service team to make sure there are no gaps in servicing throughout the policy year.
It’s where we make sure we understand our customer and that they understand our processes. It’s a successful way to establish expectations and make sure there are no surprises. We also address operational differences. For example, trucking claims are reported differently than construction claims. We walk through these sorts of things at each kickoff meeting.
On top of that, we teach insureds about our robust risk management information system, which provides advanced analytics and account management capabilities for them and agents. Finally, we establish our loss control service plan to offer the most effective results for customers. At the end of that day, our focus is on material customer improvements.
How do quarterly account management (QAM) meetings improve accounts?
SB: Once a quarter, 3CU staff discusses customers’ account performance. The discussion involves a customer’s assigned claims, underwriting and loss control reps, regional director and a member of the executive team. These QAMs are our proven way to create coordinated communication between all departments, identify any servicing issues and share true solutions with customers and brokers. We review account metrics for positive or negative trends, find ways to improve or add value, and begin real implementation of solutions while everyone is in the room. It’s a system we’re continually improving, as our goal is to be as effective as possible.
These high-touch programs allow us to maintain strong partnerships with both customers and brokers. To learn more about our approach, and how we partner with brokers to achieve successful outcomes, contact your 3CU business development consultant.
Visit our website to check out a new video highlighting 3CU’s approach to controlling costs and managing claims before they occur. It’s the second in a four-part video series that helps explain our claims approach — from policy inception to claims difficulties and resolution.
Find more videos at 3CU.com.
At Third Coast Underwriters (3CU), our customers are our top priority. Because we specialize in addressing complex operations and challenging exposures, we know the importance of developing unique workers’ compensation solutions. The list below illustrates the varied mix of accounts we have written recently within our core segments. Let us help you deliver successful outcomes for your customers today. For more information, visit 3CU.com, email info@3CU.com or call 866-641-2328.
|Artificial Insemination of Cattle – All Other Employees||$765,800|
|Contractors Machinery Dealer & Drivers||$413,000|
|Farm: Cattle or Livestock Raising Noc & Drivers||$754,700|
|Farm: Dairy & Drivers||$307,300|
|Farm Machinery Operation – By Contractor & Drivers||$407,300|
|Farm: Poultry or Egg Producer & Drivers||$345,400|
|Florists – Cultivating or Gardening||$161,700|
|Hay, Grain, Feed or Fertilizer – Dealers, Local Managers & Drivers||$158,900 – $172,300|
|Landscape Gardening & Drivers||$170,700 – $717,000|
|Store Meat, Fish or Poultry Dealer||$157,700|
|Boiler or Steam Pipe Insulating & Drivers||$246,000|
|Buildings – Operation by Contractors||$353,300|
|Cable Installation & Drivers||$185,700|
|Carpentry – Installation of Cabinet Work or Interior Trim||$195,200 – $272,600|
|Cleaning or Renovating Building Exteriors||$1,470,600|
|Clearing of Right-of-Way – Electric, Power||$193,900|
|Cofferdam Work – Not Pneumatic – All Operations to Com||$280,300|
|Concrete Construction||$233,300 – $343,300|
|Concrete or Cement Work||$150,500 – $444,000|
|Concrete Products & Drivers||$993,700|
|Conduit Construction – For Cables or Wires & Drivers||$242,400 – $574,800|
|Contractors Machinery Dealer & Drivers||$252,200|
|Crane Rental – Operators & Drivers||$321,700|
|Electrical Wiring – Within Buildings & Drivers||$155,800 – $386,600|
|Excavation & Drivers||$207,100|
|Fixtures or Furniture Installation – Portable Noc||$463,400|
|Gas Main or Connection Construction & Drivers||$241,100|
|Glazier – Away from Shop & Drivers||$164,700|
|HVAC & Refrigeration||$196,300 – $300,100|
|Household & Commercial Appliances – Electrical||$182,600 – $276,600|
|Janitorial Services by Contractors – No Window CLE||$716,200|
|Machine Shop NOC||$305,500|
|Masonry||$244,900 – $333,200|
|Painting Noc & Shop Operations, Drivers||$162,100 – $257,600|
|Plumbing Noc & Drivers||$158,200 – $501,300|
|Railroad Construction||$264,500 – $759,100|
|Rock Excavation & Drivers||$1,098,800|
|Roofing – All Kinds & Drivers||$476,000 – $489,900|
|Scaffolding Installation, Repair or Removal – Built||$165,400|
|Sheet Metal Work – Installation & Drivers||$158,600|
|Sign Installation, Maintenance, Repair or Removal & Drivers||$202,400 – $274,500|
|Street Cleaning & Drivers||$262,000|
|Street or Road Construction||$159,600 – $811,400|
|Wallboard, Sheetrock, Drywall, Plasterboard||$167,300 – $217,500|
|Water Main or Connection Construction & Drivers||$228,700|
|Automobile Service or Repair Center & Drivers||$888,900|
|Rubber Tire Dealers||$1,478,600|
|Scrap Dealer & Drivers||$179,700 – $724,100|
|Oil or Gas Refining Units – Erection or Repair & Drivers||$237,100 – $272,600|
|Oil or Gas Well – Cementing & Drivers||$166,400|
|Trucking – Employees & Drivers||$244,800 – $306,400|
MERGERS & ACQUISITIONS
|HVAC and Refrigeration Systems – Installation & Service||$945,500|
|Tank Building – Metal Shop||$371,500|
|Ashes, Garbage or Refuse Collection & Drivers||$282,300|
|Automobile Haulaway or Driveway – Long Distance||$818,200|
|Beer or Ale Dealer||$1,580,700|
|Building Material Dealer – New Materials Only||$511,700|
|Bus Company – All Other Employees & Drivers||$150,800|
|Coffee Service Companies – All Operations & Salespersons||$904,700|
|Contractors Machinery Dealer & Drivers||$166,800|
|Furniture Moving & Storage, Drivers||$190,000|
|Garbage Ashes or Refuse Collections & Drivers||$257,300|
|Gasoline Dealer & Drivers||$436,700|
|Gasoline Station – Noc – Retail & Drivers||$289,700|
|Storage Warehouse – Furniture & Drivers||$370,200|
|Store – Wholesale Noc||$199,700|
|Trucking||$176,600 – $1,053,000|
|Trucking – Long Distance Hauling||$254,000 – $1.9M|
The governor recently signed workers’ compensation reform House Bill 2. Kentucky Department of Insurance recently approved NCCI’s advisory loss cost filing relating to House Bill 2. The filing reflects an overall decrease of 5.3% from the most recent filing that became effective Oct. 1, 2017, with a proposed effective date of July 14, 2018. The majority of NCCI’s decrease can be attributed to a portion of the legislation that in all but the most serious PPD claims, terminates the employer’s obligation to pay medical benefits after 780 weeks (15 years) from the date of injury or last exposure. Positive portions of the bill initiated by the industry are the implementation of a drug formulary and creation of an evidence-based medical fee schedule.
The proposed workers’ compensation reform package, which included a medical fee schedule and was endorsed by the state Workers’ Compensation Advisory Council (WCAC), was introduced in the form of SB 665 but faced very strong opposition from the hospitals and did not progress. It was a very difficult time to move such a proposal because of it being an election year, compounded with a very short legislative session. 2019 not being a major election year statewide in Wisconsin, may possibly increase the likelihood of a proposal gaining more traction. AF Group will remain engaged throughout the process.
Positive workers’ compensation drug formulary legislation SB 369 has been signed into law. This formulary will protect workers by addressing the appropriate utilization of all FDA approved medications and limit compound medications within the workers’ compensation system. Except during a medical emergency, the bill prohibits workers’ compensation and occupational disease compensation reimbursement for drugs not specified in the ODG Workers’ Compensation Drug Formulary.
Summary – SB 1737, which contains workers’ compensation rate approval language — and a portion that carriers cannot adjust discretionary rating upward of more than 5% without sending 30 days notice to policyholders/agents — passed the legislature and awaits consideration by the governor. AF Group doesn’t view the change to prior approval for the rate process as an extremely significant issue because we execute prior approval in numerous other markets. The rating notices is a concern and will initiate the development of new processes internally and externally to comply. AF Group will take steps to produce an effective communication process with agents and insureds that aims to reduce confusion.
Specific Detail Regarding Notices – All workers’ compensation policies issued, delivered, amended or renewed require the insurer to provide notice to the policyholder and to the authorized agent its intention to renew where the premium will result in excess of 5% above the rate recommendation filed with DOI (less increased loss costs, experience rating, etc.). Such notice is to be provided at least 30 days before expiration of the policy and must indicate: 1) the amount of premium increase or an estimate; and 2) the reason for the increase in premium above the rates recommended to DOI. All policies currently in force today will have to comply with this new law as of Jan. 1, 2019. Jan. 1 renewals, which increase rate as defined in the bill, will require notices by Dec. 1, 2018.