Finding alternatives for pain management, expanding autonomous claims processes and controlling the opioid prescription drug crisis are among the workers compensation issues and trends that employers should watch for in 2018, according to a report from Sedgwick Claims Management Services Inc.
Pain management will remain at the forefront of workers compensation industry discussions, and experts say they anticipate that there will be more collaboration between employers, physicians, pharmacists, claims specialists and patients as they move away from long-term drug therapy and test alternatives.
These may include physical therapy, pharmacy management, physician-patient opioid contracts, pain coaching partnerships, behavioral health networks or alternative therapies, Sedgwick said in its Navigating 2018 report, released Tuesday.
Sedgwick also says that the movement toward a whole health approach increases trust and engagement, and places less influence on individual providers in favor of a more holistic, consensus view of treatments and interventions. Under the new norm, centralized support links cross-disciplinary teams, all focused on quality care. More and more employers will be embracing principles of advocacy, empathy and responsiveness within a whole health environment.
The claims process will continue to become more autonomous, meaning on-demand claims adjusting services and smart interfaces that push low-touch claims through the process more efficiently and effectively, according to the report.
Smart interfaces that push low-touch claims through the process more efficiently and effectively are on the horizon. In addition, on-demand claims adjusting services will allow more flexibility and self-sufficiency when facing property claims. The goal: Speeding up the turnaround for high frequency/low severity claims and easing the process for consumers.
Chatbots and avatars will become more prevalent as support and service options for all lines of business; the industry is even seeing potential for these tools as virtual health coaches for workers’ compensation, disability and wellness programs. What are the possible advantages, limitations and liability risks of these cutting-edge virtual assistants?
To avoid getting caught in the compliance web of ERISA, MSA, FMLA, ADA and state requirements, collaboration becomes more necessary between disability, leave of absence and workers’ compensation. We expect regulatory complexity to continue to increase, and fines and litigation to be a looming threat for non-compliance.
Additionally, diversity and inclusion with claims management will be a key issue. With different populations and generations, the industry will need to adapt to address the needs of everyone, according to the report.