Celebrating customers for delivering an excellent customer experience through business innovations
The program is designed to highlight and celebrate those customers who are delivering better outcomes through innovative technology or business transformations. Congratulations to
“It’s our mission to empower our clients to deliver the best possible outcomes to restore their customers’ lives after a challenging event,” said
Westfield Improves Employee and Customer Satisfaction by Transforming the Claims Workflow
What initially began in 1848 as a company to protect
Knowing that decreasing claims cycle time dramatically affects the customer experience, the auto casualty and workers’ compensation business units within Westfield set their sights on automating the claims workflow. The casualty department focused on predictive analytics, straight-through processing, and the ability to make faster payments to resolve claims more quickly. The transformation led to skyrocketing customer satisfaction scores and beneficial insights into customers’ businesses.
For the workers’ compensation department, the ultimate goal was to free up time for claims professionals to focus on more complex cases and customers. By developing a method for a high percentage of bills to flow through the review process from start to finish with minimal to no intervention, the team has exceeded their expectations. Self-service claims handling has resulted in accurate straight-through processing capabilities that are expected to help Westfield reach 70 percent of workers’ compensation medical bills in the near future. What once took weeks or months is now done substantially faster. Due to the efforts of these process improvement initiatives, claims professionals throughout the entire organization are now spending more of their time where it matters most, with customers.
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The Black Car Fund Delivers the Future of Benefits to Independent Workers Today
How do you provide a safety net for over 100,000 workers who are not your employees without their contact information? For nearly two decades,
This new market increased its participant base by more than 1,000 percent in approximately five years. Today, BCF has nearly 400 member bases and collectively, more than 130,000 affiliated drivers covered by workers' compensation. As gig work becomes ever more prevalent, BCF continues to expand their portable workers’ compensation benefits by offering additional wellness and safety services that look after drivers and their families.
While there are physical risks associated with being on the road, BCF recognized that it also takes its toll on psychological well-being. In response to high rates of depression, stress and anxiety and a notable increase in for-hire vehicle driver suicides, BCF introduced a host of additional benefits to provide drivers with much-needed support. The multi-pronged program was tailored to meet drivers where they are–physically, mentally and in their language. In turn, BCF covered drivers provide a higher level of safety and service to their riders.
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Westfield was founded in 1848 by a small group of hard-working farmers who believed in the promise of the future and the power of the individual. Today, as one of the nation’s leading property and casualty (P&C) companies, Westfield remains true to their vision and are dedicated to making a positive difference in their customers’ lives. In 2019,