Travelers Adds to Response for Customers and Injured Workers

December 11, 2003

Travelers Property Casualty Corp. has introduced electronic Claim Alerts that automatically and in real-time notify customers – via e-mail – of critical workers’ compensation claim events.

This capability is Travelers’ latest service offering to increase its interaction with participants in the workers’ comp process. Historically, the risk manager received notification of major claim events by a letter or an e-mail from the claim handler. Now major event notifications can be received electronically via email, or the alert may be sent to a pager or hand-held message device. With this new automatic notice, a unique link to the claim file is supplied that affords immediate access to the claim detail.

The Claim Alerts now trigger information – at customer-selected levels – regarding reserve changes and large indemnity payments, as well as notification of fatal or catastrophic injury, denied claims, and return-to-work status. A link is readily available to Travelers’ Claim Management System (CMS), allowing access to full claim details, subject to applicable privacy laws.

This latest workers’ comp communication offering builds on Travelers’ outreach to all participants in return-to-work efforts. Key participants – injured workers – have immediate and real-time access to their particular claim information at — in both Spanish and English.

The most recent enhancement to injured worker communications is a reminder added to Travelers’ voice response message when injured employees call their Customer Care Centers for information. Now, before being connected to the adjuster by telephone, the message reminds callers of how to access the newly redesigned Web site.

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