May 1, 2025 • 29 mins
If you're a business owner, you know that workers compensation isn't just a policy. It's a tool to protect your employees and your bottom line. But what happens after you receive your policy? How can employers control work comp costs and set themselves up for a smooth renewal at the end of the year? Follow each step of the policyholder journey and discove how to personalize your work comp experience with Lacey Hahn, Customer Engagement Strategist at MEM.
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Episode Transcript
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(00:04):
Hello.
Welcome to the WorkSafe podcast.
On each episode, we share conversationsabout workplace safety strategies,
work comp expertise and storiesto help you on your journey
to a safe, healthy and strong workplace.
The WorkSafe podcast is brought to youby MEM.
Before we begin, today,we want to thank you all for listening
(00:25):
and ask a favor.
We are always workingto reach more people.
So if you find our content valuable,we would appreciate it
if you would share our show with others
and give us a rating or reviewon your favorite podcast platform.
With that, let's get today's conversationstarted.
Here's our host, Heather Carl.
(00:45):
Welcome to today's episode.
If you're a business owner, you know
that worker's compensationisn't just a policy.
It's a tool to protect your employeesand your bottom line.
So whathappens after you receive your policy,
and how can you control your workcomp costs
(01:05):
and set yourself up for a smooth renewalat the end of the year?
Today we're joined by Laci Von Meme'scustomer engagement strategist.
Laci is here to walk usthrough the ins and outs
so you can get the most out of yourcoverage and plan for long term success.
Let's dive in.
Welcome, Laci. We're glad to have you.
(01:28):
Thank you for having me, Heather.
Well, in full disclosure,I get the privilege of working
both in the same area businessunit here at MEM.
And so it's really greatto be able to talk with her.
I know she's extremely knowledgeable
on this subject and will help us kind ofgive our listeners an understanding
of how a policyholder can walk
(01:51):
through,or what they can expect from their policy,
and the key things that any carrierwould really kind of want you to know.
So we'll startwith a big picture question.
After some of these policy is issued,employers often
have that question of okay, so now whatwhat happens now that I have this policy.
(02:12):
See, I may have never used one beforeor even had one before.
Talk to us. About what.
A policyholder should do or knowright away after they get coverage.
Absolutely. And that's a great question.
I would say that the best place to startis with our policyholder checklist.
It's a comprehensive guide, kind of likea roadmap to your work comp journey,
(02:33):
with information on portal and claimsand billing and safety solutions.
Also, keep an eye on your inbox.
We're going to send you an welcome emailseries called The Policyholder Journey.
It's five very helpful emails,kind of like friendly little nudges
over the next few months.
And in these emails, we'll break downall the important parts of work comp
(02:54):
so you don't feel overwhelmed.
So the goal is to make surethat you feel confident and comfortable
navigating everything.Well that's awesome.
I think, you know, it's very nice.
Especially work comp can seem overwhelmingor confusing or scary
to a lot of employersbecause maybe they haven't had to use it,
or maybe they've hada bad experience in the past.
So I love thatwe're able to connect with policyholders
(03:18):
just sort of kind of month to month,letting them know, you know,
different aspects of the policyand things to help them be successful.
So something as simple as having thatchecklist with what to have prepared
and then watch in your inboxfor different things that can come through
and help you be successful in it
seems like a pretty simple waywithout taking up too much of their time.
(03:40):
Absolutely.
And some agents may decide to,walk the pulse holder through it
and some, allow the policyholderto do it themselves.
So it reallythere's a little bit for everyone,
whether your agent is walking through itor whether you're walking through it
yourself.
Do we have great links that help, prepare the customer for their journey?
Well, I like that you
(04:01):
mentioned the agentto so specifically to me.
We write through agents.
We don't write direct.
And so agents are a very important part.
Of our.
Business process and are really our first
and consistent connectionto our to our policyholders.
So it's important to make surethat not only our policyholders understand
(04:25):
what's ahead of them in the journey,but that their agent is informed too,
so that they can help walk them through itand answer questions as they go.
Give them, you know, hints and pointersand all of those things.
So I'm glad you mentioned that.
That's another important pieceof any policyholders journey here at MGM.
Absolutely.
Can you describe what a typicaland I'm gonna say policyholder journey.
(04:49):
So essentially what it looks likethe first year
or a year in their policy cycle,what they can expect.
And you know,
what that would look like for somebodywho is one of our policyholders.
Absolutely.
So just like you said,when we talk about a policyholder journey
with me, it it typically follows a yearly cycle.
So it kind of starts off by a customershopping around
(05:12):
or policyholder shopping around, andmaybe they're chatting with their agent
and then hopefully they decidethat we're the right fit for their work.
Then we get you set up.
So we call it onboarding to.
So think of it as a way of usto show you around,
pointing out all the helpful toolsand resources
and making sure you're preparedjust in case anything happens.
(05:33):
And then once you're comfortablewe'll move into a management phase.
And so that's really where we partnerwith policyholders.
We're
all about preventing injuries and helpingyou become a pro at workplace safety.
So you might talk to our customercare team at this point,
or one of our safety expertsor even a claims manager.
And then if something does happenwe've got you covered. So.
Handles claims in-house.
So that we can move things alongreally quickly
(05:55):
and you'll get regular updatesfrom your claims adjuster.
And we'll help coordinate
everything with medical teamsand procedures that you might need.
And then finally, about a monthbefore your policy
ends, we'll send you and your agenta heads up about your renewal.
So at that time, we'll chat aboutthe estimated costs for the next year
and make sure you're all set.
Well, awesome.
Let's circle backto kind of the beginning,
(06:17):
something you mentionedabout the onboarding process.
And so getting people comfortable with
things like the resources we offerand that are available to them.
I was wondering if you could expanda little bit more about
what types of resourcesour policyholders have access to?
Absolutely.
We have an entire library of resourceson our website,
(06:38):
and so that could be anything from ToolboxTalks.
It can be fliers and posters.
We have information on every programthat we offer.
And we really create these toolsand guides specifically to help
our policyholdersthrough their entire work comp journey.
(07:00):
So it's just a vast library of checklists
and guides and training materials.
So it's really there's justthere's something there for everyone.
Yes. And I
know we recently kind of reimaginedour website and took a good hard
look at what those resources werein making sure that they kind of met
(07:21):
what our key customer needs areand you know, what will serve them
in the best way, making it easierto find them and all of those things.
So yes, we do havewe do have quite a few out there.
But, I think our goal is to,like you mentioned, kind of cover
all the topics there, whether it's safetyor how do I keep my costs down
or what's a certificate of insurance, or,you know, those kinds of questions.
(07:45):
Another piece that we have availablethat I think can be
very helpful is our FAQs on the website.
And so, Lacey, can you talk a little bitabout those and how they might work?
Absolutely.
So in each section of our website, their FAQ was
just about that section.
So in claims there's a little bit on FAQsunder our audit section.
(08:08):
We'll have FAQs about the auditshow it works.
And so there are folks are broken downunder each of the specific program type.
And then our resource library has all ofthe checklists and guides and information.
We even have stuff onhow to do things in our portal.
So if you're using the customer portal
(08:28):
and you're really not surethere's information
in the resource library out therefor how to, you know, pull your own,
certificate of insuranceor how to pull lost runs,
all that informationis out there for them.
Well that's great.
I love that we're able to kind of empowerour policyholders
to get some of that informationat their fingertips.
(08:49):
So it's less work for them toto find out where to go and how to do it
and all of that,and wait on a response for somebody.
Absolutely.
They're always welcome to call too.
So they can always call us and email us,but we also want to make sure
that they have those, resources
at their fingertips to self-serve,if that's what they want to do.
Yes. Yes, absolutely.
(09:10):
We've got an amazing teamof customer care advocates
that are kind of ready to assistwhenever needed.
You also mentioned the managementphase as well.
So after people are kind of set up,they've gotten a little bit familiar
with a few pieces.
You know, those types of thingswhat what they can expect
maybe kind of knowwhere to go to get information.
And then we moveinto that management piece.
(09:33):
And so I was wondering if you could talka little bit more specifically about
what is included in that,because we really start to connect with
people during that phase.
Absolutely.
So that phase is if you have anythingthat you need, anything that you need.
So if you were to have an incidentor injury
(09:54):
at your workplace,we have options and help for you.
You know you can work through your claims.
We never want you to have an incident.
But if you do, we have an amazingclaims management kit out there.
And then if you needed more
help,our claims care advocates can help you.
(10:14):
We also have our safety and risk services
so they can come out to your business
and help you with anything safety related,
from air quality to training,and so they can help you break down
some of those things for your businessthat maybe you don't have implemented yet.
(10:35):
And take a look at your business overall.
They also have some claimsfield service managers who can come out
and help you with your claims process.
And then we also have our premiumconsultation and our audits to help
you understand what documents you needupfront, instead of waiting until the end.
So really, that management phaseis anything that you need help with.
(10:59):
We have someone that can help you
with those things for your business,whether it's claims, whether it's audit,
whether it's safety and our servicesor really well, there's just
calling our customer care linebecause you need help finding something.
We have someone in that management phasethat can help you with anything you need.
Well, one of the the big pieces
(11:20):
you mentioned in your answerthere was about claims.
And so obviously that's the biggest thingthat people, you know, obviously
don't want to have one kind of likecar insurance or homeowner's insurance.
You don't want to have to use it.
But unfortunately incidents do occur.
And so, you know,we do have a lot of policyholders
(11:42):
that are actually injury free.
Usually most years.
But however, in the eventsomething does happen,
you mentioned that we hadsome really great personal touch points.
There where we walk our policyholders,you know, and the injured worker
through that process.
And one of those things you you shared
(12:03):
was that we have a claims management care.
And I think that's something
that would be really valuablefor people to know about.
Can you talk a little bit more about it?
Absolutely.
So the claims management kit iswe think of it as
think of it as maybe you're oops,something happened guide.
So it breaks down everythingit goes through.
When to go to the E.R.
versus calling your industry line,and a quick checklist for figuring out
(12:27):
what happened, and then all the formsthat you might need to fill out
and just kind of flowsyou through the claims process.
It's great.
It's maybe not somethingpeople always remember to pull back out,
so it's definitely somethingwe want to talk about
and make sure that people know thatthat resources out there, because I know
that process can be very triggering.
(12:48):
And, you know, it's one thingthat we just want to
remind peoplethat we have help with for that.
Speaking of the nurse triage line,we do have a 24 seven,
nurse triage line, which is basicallya direct line to a registered nurse
anytime, day or night as well.
And so the best part is there'sno sign up needed.
(13:10):
All policyholders have to do is callor 800 number if someone gets hurt.
And then our nurses helpfigure out the best course of action.
And that call kicks off the whole claimsprocess.
So things get rolling fast.
Well, thanks for sharingall that information, Lacey.
I know it's a lot to take in, butit is all also available on our website.
So that's the good newsfor anybody listening
(13:32):
that may want to go back and checksome of that out.
You can just search
any of those topics on our websiteand we will serve that up to you.
Absolutely.
I should also mention
we do have, free resourcesthat people can obtain on our website.
And so we will mail outnurse triage posters and wallet cards
and information sheets to sharewith your employees so they understand
(13:55):
that this line is available for them.
Wonderful.
So let's talk about
a little bit different scenariobecause this happens often as well.
You can't be all places at all timesas an employer.
And sometimes if an employee is injured,
you don't know about ituntil a later date or a next day.
(14:16):
Or maybe they required emergency careand you do know about it, but
that was not the time to call the nursetriage line.
It was go to the E.R.
and get,you know, instant medical attention.
So when using that 24 overseven nurse triage
line is not an option to get helpand start that claims process.
(14:36):
What are your tips for employersas far as needing to go ahead
and kick off, you know, reporting thatclaim for the first time?
Absolutely.
You couldstill use the claims management kit
to help you flowthrough the claims process.
But essentiallyyou call the same 800 number,
to speak with one of our in-house claimscare advocates to report the claim.
(14:59):
Or if you feel comfortable,
you could report the claim onlineusing our customer portal.
So while the nurse triage linedoes report the claim, its main
purposeis for medical advice and assistance.
So if you don't needthat medical advice and assistance
and you've already received care,you would just call to talk to one of our,
claims care advocatesand they'll help you through the process.
(15:21):
Well, that sounds like
a really nice optionfor people to be able to do,
and I know that it can seema little bit scary and confusing.
So we want to make itas simple as possible,
especially when you're dealingwith something around an injured worker.
So, you know, nobody wants that.There's a lot of emotion there.
And so they can help you kind of captureall the details that you would need
(15:44):
to really fully reportthat claim and have fewer go back.
So what about this and what about that?
Just really helpingyou have a better experience with.
That as. Well.
Our goalis always and I would say probably
at really any work up careerto prevent injuries in the workplace.
So you're not having to file a claim,you're not having
(16:07):
to be concerned about an injured workerand mitigating
those risks on the job is really the keyto keeping your employees safe.
What resources does
MGM offer to help employers
with safety and compliancearound those types of regulations
that can really help them move the needlein reducing those claims costs,
(16:32):
and which eventually can also feedinto your premium.
Yeah, we've got an awesome safety and risk
services team,so if you've not interacted with them,
you can think of themlike your safety pros.
They're they're all about makingyour business run smoother and safer.
They can give safety tips, pointto helpful resources,
or even to set you up with a customtraining plan.
(16:54):
Seriously.
They're experts in everything from makinga workplace more efficient to checking
for air quality issues, to making sureeveryone's sitting and lifting properly.
Our safety and services team
can also get you set up with our onlinelearning management system.
It's a library of safety videosand courses,
for you and your team to explore.
So if you're interested in that,
(17:15):
our safety and our services teamcould also take care of that for you.
Well, it sounds like we really try to beas comprehensive
as we can with, you know, everythingfrom developing a program
to offering resources and, and all of thatand the follow up
that that goes through all of that.
So, I know it's a very important pieceof who MGM is.
(17:36):
And it's a it's a big piece of the processfor our policyholders as well,
because it does ultimately leadto better outcomes,
really for everybodyif we have fewer or no injuries.
Absolutely.
I'm wonderingif you could also talk a little bit
about something that we offer
policyholdersthat does require them to apply for,
(17:59):
but can really pay off in lots of ways,and that's our safety grant program.
Yes, for, repeat listenerson the podcast, you've probably heard
about the safety grant program before,
but if not, it is a programthat MGM offers
that provides financial reimbursementfor the purchase of approved safety
(18:19):
products and equipment that can reduceor eliminate injuries or illnesses.
And so we offer 1 to 1 matchinggrant funds, so we'll cover half the cost,
anywhere from 500 to 10,000toward approved safety initiatives.
So applications are accepted on
an ongoing basis and either approvedor declined the following month.
So you'll know quicklyif that grant is approved.
(18:41):
You can even apply multiple timesthroughout the year for different safety
initiatives, as long as you sayunder that $10,000 yearly limit.
So it's a great way to make those safetyupgrades without breaking the bank.
Yeah, we we love our safety grant program.
It's really been successful.
It's nice to be able to kind of co-investwith our policyholders
(19:03):
in the safety of their employeesand the success of their business,
so it's kind of a win winsituation really, for everybody.
And yes, I do appreciate you mentioning
we have talked about our safetygrant program,
many times on the WorkSafe podcast,
but it's interesting how it can beapplicable in lots of different ways.
And we do hear from other guests that,
(19:24):
you know,they use those types of things as well.
So it's always nice to hear that.
Let's shift topics here and talkabout what a policyholder can expect
as they prepare for their policy to renew
and what steps they can take to ensurethat's a smooth process.
So it's a little bit differentthan with some other lines of insurance.
(19:46):
You may or may not have to update
your information, those types of things,but there are lots of contributing factors
that go into calculating your premium,including payroll changes and all of that.
And so those are things that do needto be updated on a yearly basis,
so we can make sure
we're assessing the right level of riskand coverage and all of those pieces.
So it can also probably seemconfusing and scary,
(20:10):
especially if you mention the word auditor anything like that.
Nobody nobody likes that.
There's a lot of negative connotation.
So what can we do to talkwith our policyholders
and listenersabout how we make that process easier?
Yeah.
About a month before your policies up youget, you'll get a renewal notice from us.
(20:30):
It'll give you a heads up on what yourpremium might look like for the next year.
So when you're looking at that notice,there are just a few things
to think about.
So first, as your business change at all, did you add
any new servicesor maybe change how you do things
or maybe your team, did you hire more people?
And maybe some team members moved on,
or have you changed what kind of workyour employees are doing?
(20:54):
So if any of those things have changed,it's really important
to give your agent a call.
They can make sure your policies up
to date and reflecthow your business is running right now.
That way you know you're fully covered,and when you're ready to renew,
you can just hop on to our online portaland make your payment.
But again, if you need to make any tweaksor have any questions,
your agent is your go to person.
(21:15):
I also have a few examplesof how that might work.
So looking at it, because at this pointwe are looking at an audit perspective
as well.
So a few examples from an auditperspective would include let's say
Bob from Bob'sConstruction gets a really large
last minute job, which is great for Bob.
But suddenly his team's workingcrazy overtime and his payroll skyrockets.
(21:39):
Now he's worried about his work comp bill.
But here's the thing.
Because Bob was smart
and kept detailed payroll records,he can get credit for that over time.
That'll bring his wages back downand his work comp costs as well.
And so there's more informationon our previous work,
save podcasts, about the audit processand how that would work.
(22:00):
But it's definitely somethingyou just want to talk to your agent about.
Another example would be likeJake from Jake Solar Panels.
He landed.
Let's say he landed a big contractin Kansas, but he's based in Missouri.
He called his agent and they made surehe was covered for that out-of-state work
because he kept separatepayroll records for his Kansas job.
His auditor can accuratelytrack those wages and hours.
(22:23):
Maybe.
On the flip side,
Denise from Denise's designs retiredand closed her shop, so she canceled her
policy and was surprisedshe didn't have to do an audit.
But she remembered something
she heard on a previous podcastand requested one anyway.
And guess what?
She got a refund because heremployees didn't work the full year.
And then finallywe get to those seasonal businesses.
(22:45):
So there's Sam from Sam'sChristmas decorations.
He had a tough year and things weren'tlooking great for next year either.
He talked to his agentand they lowered his estimated premiums.
Plus his agent told him about our payas you go option, which worked
perfectly for his seasonal business.
And so the thing about auditsis that we follow a rule set
by the National Council on Compensation,Insurance and state regulators.
(23:07):
So at the end of your policy period,
we do audits to make sure you'reyou're paying the right amount.
Our auditors are super helpful.
And they'll give you a list of documentsyou need.
And we even have an audit preparationchecklist outlining the necessary
information to get you started.
So don't worry.
We're going to guide you through it,
and we're really hereto help you through that process.
(23:27):
Well, I could definitely appreciatethe checklist, too.
I know it's a lot and people worry,you know, am I doing it right?
Am I doing it wrong?
What's going to happento my premium next year?
And so those checklists that we provide,whether you're a new policy holder
and wanting to work through your processor looking back at your audit checklist
and knowing what documents you just wantto keep and have throughout the year,
(23:50):
so that when it comes time for that,you're able to,
you know, successfullygo ahead and share all of that,
and you don't have to stress and worryabout finding these things.
And I didn't know I needed that.
So, I appreciate you mentioning that.
That's a really great toolfor our policyholders as well.
We've really condensed that down as well.
So and to try to not overwhelmthe policyholder,
(24:12):
we've really condensed it to the thingsyou absolutely need or just try to make
it really clear and conciseso that the policyholders
don't feel like there are so many thingsI have to keep track of.
Because there are certain thingswe want to keep track of, but we also,
reach out again to your auditor or someonein our premium consultation department.
If you have questions about any of thosethings, don't let it go a year.
(24:35):
Ask them upfront.
So, you know, thehow to best keep records for that audit.
That's going to be the best thingthat you can do to help
prepare for that ins renewal time.
Well, absolutely.
And Ithink that's true of most things. Right.
We should just keep those records aroundand it will come in handy.
(24:58):
I think we've covereda lot of great things,
from onboardingto managing a claim to safety services
and how to preparefor your next year's renewal.
I wonder if you could leave us kind ofwith a take away
for, for our listeners,as far as what you would say is
(25:19):
maybe the one thingpolicyholders often overlook
that can make a really big difference
in managing their work comppolicy effectively.
Absolutely.
I think that thing that gets overlooked
is the range of resources that we offer.
So again, we createlots of tools and guides specifically
(25:40):
to help you and policyholdersthroughout their entire work comp journey.
You know, it's
it's almost likeif you bought a new gadget
and you never read the manualand you're missing
out on all these really cool features,that's how I see our resources.
So they're availableto make your life easier, to help
prevent incidentsand to really understand your policy.
(26:00):
And the best part is we're alwaysimproving them and tweaking them.
And so if there's somethingthat we try out or you have an idea
about how something could be better,we also want you to tell us about that.
We want to know how we can makethese resources work even better for you,
because at the end of the day,that's what it's all about for us.
And something else I will say, too,that I didn't mention earlier,
(26:22):
but about six months into a policyholder
journey with us, we will send out surveys.
So we want you to be as honestas you can in those surveys to help us
have an understanding where you're atand what you need
more of, or what we're doingwell or what we can improve on.
And so know that that's coming as well.
(26:45):
So you do have a way to,you know, express your opinions
and your thoughts in those surveys.
And then if you do renew with us,you would also get another survey
to say how how your renewal wentand what we could do differently.
And again, we want you to have a placeto leave that information.
And so those surveysare there for you to do that.
(27:07):
So we would I would also encourage youto fill out those surveys when they come.
Well that's a greatthat's a great kind of way to wrap it up.
I think that those surveys are importantand they're very short.
They they only take a minute.
And I, I know how it is thoughto, you know,
you get everything's like,will you take a survey, will you take us.
You know, and I do think it's goodthat people know we really do
(27:31):
take these results and createactionable items
out of them in orderto improve our customer experience.
And it's it's a huge thingfor us as a company.
Just like it is for most, right?
But we really do take those to heart
and appreciate any informationthat you can share with us about.
What.
We're doing that works, what we can doless of or what we can do better.
(27:52):
You know, any of those things, as well.
And you can leave reviews
and things like that for us as wellin some of our different channels.
If you want to share your experience too.
So we, we want to knowI think is probably the main message.
Right.
Absolutely.I think you nailed it, Heather.
Well, thank you again for joining ustoday.
(28:14):
Lacey, I know that all of our listenerscan really, really benefit
from today's conversation.
And we've given them a great wayto understand what to expect from a policy
and then ways that you can really maximizewhat you're getting out of it
and ensure that your bottom lineis impacted in the least significant way.
(28:35):
And we appreciate you coming onto share your insights.
Well, thank you for having me.
I appreciate, being able to sharethis topic with our policyholders.
And thanks to our listenersfor tuning in to the WorkSafe
podcast.
(29:01):
Thank you for listening to the WorkSafepodcast.
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(29:25):
For even more resources and
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Hello.
Welcome to the WorkSafe podcast.
On each episode, we share conversationsabout workplace safety strategies,
work comp expertise and storiesto help you on your journey
to a safe, healthy and strong workplace.
The WorkSafe podcast is brought to youby MEM.
Before we begin, today,we want to thank you all for listening
(00:25):
and ask a favor.
We are always workingto reach more people.
So if you find our content valuable,we would appreciate it
if you would share our show with others
and give us a rating or reviewon your favorite podcast platform.
With that, let's get today's conversationstarted.
Here's our host, Heather Carl.
(00:45):
Welcome to today's episode.
If you're a business owner, you know
that worker's compensationisn't just a policy.
It's a tool to protect your employeesand your bottom line.
So whathappens after you receive your policy,
and how can you control your workcomp costs
(01:05):
and set yourself up for a smooth renewalat the end of the year?
Today we're joined by Laci Von Meme'scustomer engagement strategist.
Laci is here to walk usthrough the ins and outs
so you can get the most out of yourcoverage and plan for long term success.
Let's dive in.
Welcome, Laci. We're glad to have you.
(01:28):
Thank you for having me, Heather.
Well, in full disclosure,I get the privilege of working
both in the same area businessunit here at MEM.
And so it's really greatto be able to talk with her.
I know she's extremely knowledgeable
on this subject and will help us kind ofgive our listeners an understanding
of how a policyholder can walk
(01:51):
through,or what they can expect from their policy,
and the key things that any carrierwould really kind of want you to know.
So we'll startwith a big picture question.
After some of these policy is issued,employers often
have that question of okay, so now whatwhat happens now that I have this policy.
(02:12):
See, I may have never used one beforeor even had one before.
Talk to us. About what.
A policyholder should do or knowright away after they get coverage.
Absolutely. And that's a great question.
I would say that the best place to startis with our policyholder checklist.
It's a comprehensive guide, kind of likea roadmap to your work comp journey,
(02:33):
with information on portal and claimsand billing and safety solutions.
Also, keep an eye on your inbox.
We're going to send you an welcome emailseries called The Policyholder Journey.
It's five very helpful emails,kind of like friendly little nudges
over the next few months.
And in these emails, we'll break downall the important parts of work comp
(02:54):
so you don't feel overwhelmed.
So the goal is to make surethat you feel confident and comfortable
navigating everything.Well that's awesome.
I think, you know, it's very nice.
Especially work comp can seem overwhelmingor confusing or scary
to a lot of employersbecause maybe they haven't had to use it,
or maybe they've hada bad experience in the past.
So I love thatwe're able to connect with policyholders
(03:18):
just sort of kind of month to month,letting them know, you know,
different aspects of the policyand things to help them be successful.
So something as simple as having thatchecklist with what to have prepared
and then watch in your inboxfor different things that can come through
and help you be successful in it
seems like a pretty simple waywithout taking up too much of their time.
(03:40):
Absolutely.
And some agents may decide to,walk the pulse holder through it
and some, allow the policyholderto do it themselves.
So it reallythere's a little bit for everyone,
whether your agent is walking through itor whether you're walking through it
yourself.
Do we have great links that help, prepare the customer for their journey?
Well, I like that you
(04:01):
mentioned the agentto so specifically to me.
We write through agents.
We don't write direct.
And so agents are a very important part.
Of our.
Business process and are really our first
and consistent connectionto our to our policyholders.
So it's important to make surethat not only our policyholders understand
(04:25):
what's ahead of them in the journey,but that their agent is informed too,
so that they can help walk them through itand answer questions as they go.
Give them, you know, hints and pointersand all of those things.
So I'm glad you mentioned that.
That's another important pieceof any policyholders journey here at MGM.
Absolutely.
Can you describe what a typicaland I'm gonna say policyholder journey.
(04:49):
So essentially what it looks likethe first year
or a year in their policy cycle,what they can expect.
And you know,
what that would look like for somebodywho is one of our policyholders.
Absolutely.
So just like you said,when we talk about a policyholder journey
with me, it it typically follows a yearly cycle.
So it kind of starts off by a customershopping around
(05:12):
or policyholder shopping around, andmaybe they're chatting with their agent
and then hopefully they decidethat we're the right fit for their work.
Then we get you set up.
So we call it onboarding to.
So think of it as a way of usto show you around,
pointing out all the helpful toolsand resources
and making sure you're preparedjust in case anything happens.
(05:33):
And then once you're comfortablewe'll move into a management phase.
And so that's really where we partnerwith policyholders.
We're
all about preventing injuries and helpingyou become a pro at workplace safety.
So you might talk to our customercare team at this point,
or one of our safety expertsor even a claims manager.
And then if something does happenwe've got you covered. So.
Handles claims in-house.
So that we can move things alongreally quickly
(05:55):
and you'll get regular updatesfrom your claims adjuster.
And we'll help coordinate
everything with medical teamsand procedures that you might need.
And then finally, about a monthbefore your policy
ends, we'll send you and your agenta heads up about your renewal.
So at that time, we'll chat aboutthe estimated costs for the next year
and make sure you're all set.
Well, awesome.
Let's circle backto kind of the beginning,
(06:17):
something you mentionedabout the onboarding process.
And so getting people comfortable with
things like the resources we offerand that are available to them.
I was wondering if you could expanda little bit more about
what types of resourcesour policyholders have access to?
Absolutely.
We have an entire library of resourceson our website,
(06:38):
and so that could be anything from ToolboxTalks.
It can be fliers and posters.
We have information on every programthat we offer.
And we really create these toolsand guides specifically to help
our policyholdersthrough their entire work comp journey.
(07:00):
So it's just a vast library of checklists
and guides and training materials.
So it's really there's justthere's something there for everyone.
Yes. And I
know we recently kind of reimaginedour website and took a good hard
look at what those resources werein making sure that they kind of met
(07:21):
what our key customer needs areand you know, what will serve them
in the best way, making it easierto find them and all of those things.
So yes, we do havewe do have quite a few out there.
But, I think our goal is to,like you mentioned, kind of cover
all the topics there, whether it's safetyor how do I keep my costs down
or what's a certificate of insurance, or,you know, those kinds of questions.
(07:45):
Another piece that we have availablethat I think can be
very helpful is our FAQs on the website.
And so, Lacey, can you talk a little bitabout those and how they might work?
Absolutely.
So in each section of our website, their FAQ was
just about that section.
So in claims there's a little bit on FAQsunder our audit section.
(08:08):
We'll have FAQs about the auditshow it works.
And so there are folks are broken downunder each of the specific program type.
And then our resource library has all ofthe checklists and guides and information.
We even have stuff onhow to do things in our portal.
So if you're using the customer portal
(08:28):
and you're really not surethere's information
in the resource library out therefor how to, you know, pull your own,
certificate of insuranceor how to pull lost runs,
all that informationis out there for them.
Well that's great.
I love that we're able to kind of empowerour policyholders
to get some of that informationat their fingertips.
(08:49):
So it's less work for them toto find out where to go and how to do it
and all of that,and wait on a response for somebody.
Absolutely.
They're always welcome to call too.
So they can always call us and email us,but we also want to make sure
that they have those, resources
at their fingertips to self-serve,if that's what they want to do.
Yes. Yes, absolutely.
(09:10):
We've got an amazing teamof customer care advocates
that are kind of ready to assistwhenever needed.
You also mentioned the managementphase as well.
So after people are kind of set up,they've gotten a little bit familiar
with a few pieces.
You know, those types of thingswhat what they can expect
maybe kind of knowwhere to go to get information.
And then we moveinto that management piece.
(09:33):
And so I was wondering if you could talka little bit more specifically about
what is included in that,because we really start to connect with
people during that phase.
Absolutely.
So that phase is if you have anythingthat you need, anything that you need.
So if you were to have an incidentor injury
(09:54):
at your workplace,we have options and help for you.
You know you can work through your claims.
We never want you to have an incident.
But if you do, we have an amazingclaims management kit out there.
And then if you needed more
help,our claims care advocates can help you.
(10:14):
We also have our safety and risk services
so they can come out to your business
and help you with anything safety related,
from air quality to training,and so they can help you break down
some of those things for your businessthat maybe you don't have implemented yet.
(10:35):
And take a look at your business overall.
They also have some claimsfield service managers who can come out
and help you with your claims process.
And then we also have our premiumconsultation and our audits to help
you understand what documents you needupfront, instead of waiting until the end.
So really, that management phaseis anything that you need help with.
(10:59):
We have someone that can help you
with those things for your business,whether it's claims, whether it's audit,
whether it's safety and our servicesor really well, there's just
calling our customer care linebecause you need help finding something.
We have someone in that management phasethat can help you with anything you need.
Well, one of the the big pieces
(11:20):
you mentioned in your answerthere was about claims.
And so obviously that's the biggest thingthat people, you know, obviously
don't want to have one kind of likecar insurance or homeowner's insurance.
You don't want to have to use it.
But unfortunately incidents do occur.
And so, you know,we do have a lot of policyholders
(11:42):
that are actually injury free.
Usually most years.
But however, in the eventsomething does happen,
you mentioned that we hadsome really great personal touch points.
There where we walk our policyholders,you know, and the injured worker
through that process.
And one of those things you you shared
(12:03):
was that we have a claims management care.
And I think that's something
that would be really valuablefor people to know about.
Can you talk a little bit more about it?
Absolutely.
So the claims management kit iswe think of it as
think of it as maybe you're oops,something happened guide.
So it breaks down everythingit goes through.
When to go to the E.R.
versus calling your industry line,and a quick checklist for figuring out
(12:27):
what happened, and then all the formsthat you might need to fill out
and just kind of flowsyou through the claims process.
It's great.
It's maybe not somethingpeople always remember to pull back out,
so it's definitely somethingwe want to talk about
and make sure that people know thatthat resources out there, because I know
that process can be very triggering.
(12:48):
And, you know, it's one thingthat we just want to
remind peoplethat we have help with for that.
Speaking of the nurse triage line,we do have a 24 seven,
nurse triage line, which is basicallya direct line to a registered nurse
anytime, day or night as well.
And so the best part is there'sno sign up needed.
(13:10):
All policyholders have to do is callor 800 number if someone gets hurt.
And then our nurses helpfigure out the best course of action.
And that call kicks off the whole claimsprocess.
So things get rolling fast.
Well, thanks for sharingall that information, Lacey.
I know it's a lot to take in, butit is all also available on our website.
So that's the good newsfor anybody listening
(13:32):
that may want to go back and checksome of that out.
You can just search
any of those topics on our websiteand we will serve that up to you.
Absolutely.
I should also mention
we do have, free resourcesthat people can obtain on our website.
And so we will mail outnurse triage posters and wallet cards
and information sheets to sharewith your employees so they understand
(13:55):
that this line is available for them.
Wonderful.
So let's talk about
a little bit different scenariobecause this happens often as well.
You can't be all places at all timesas an employer.
And sometimes if an employee is injured,
you don't know about ituntil a later date or a next day.
(14:16):
Or maybe they required emergency careand you do know about it, but
that was not the time to call the nursetriage line.
It was go to the E.R.
and get,you know, instant medical attention.
So when using that 24 overseven nurse triage
line is not an option to get helpand start that claims process.
(14:36):
What are your tips for employersas far as needing to go ahead
and kick off, you know, reporting thatclaim for the first time?
Absolutely.
You couldstill use the claims management kit
to help you flowthrough the claims process.
But essentiallyyou call the same 800 number,
to speak with one of our in-house claimscare advocates to report the claim.
(14:59):
Or if you feel comfortable,
you could report the claim onlineusing our customer portal.
So while the nurse triage linedoes report the claim, its main
purposeis for medical advice and assistance.
So if you don't needthat medical advice and assistance
and you've already received care,you would just call to talk to one of our,
claims care advocatesand they'll help you through the process.
(15:21):
Well, that sounds like
a really nice optionfor people to be able to do,
and I know that it can seema little bit scary and confusing.
So we want to make itas simple as possible,
especially when you're dealingwith something around an injured worker.
So, you know, nobody wants that.There's a lot of emotion there.
And so they can help you kind of captureall the details that you would need
(15:44):
to really fully reportthat claim and have fewer go back.
So what about this and what about that?
Just really helpingyou have a better experience with.
That as. Well.
Our goalis always and I would say probably
at really any work up careerto prevent injuries in the workplace.
So you're not having to file a claim,you're not having
(16:07):
to be concerned about an injured workerand mitigating
those risks on the job is really the keyto keeping your employees safe.
What resources does
MGM offer to help employers
with safety and compliancearound those types of regulations
that can really help them move the needlein reducing those claims costs,
(16:32):
and which eventually can also feedinto your premium.
Yeah, we've got an awesome safety and risk
services team,so if you've not interacted with them,
you can think of themlike your safety pros.
They're they're all about makingyour business run smoother and safer.
They can give safety tips, pointto helpful resources,
or even to set you up with a customtraining plan.
(16:54):
Seriously.
They're experts in everything from makinga workplace more efficient to checking
for air quality issues, to making sureeveryone's sitting and lifting properly.
Our safety and services team
can also get you set up with our onlinelearning management system.
It's a library of safety videosand courses,
for you and your team to explore.
So if you're interested in that,
(17:15):
our safety and our services teamcould also take care of that for you.
Well, it sounds like we really try to beas comprehensive
as we can with, you know, everythingfrom developing a program
to offering resources and, and all of thatand the follow up
that that goes through all of that.
So, I know it's a very important pieceof who MGM is.
(17:36):
And it's a it's a big piece of the processfor our policyholders as well,
because it does ultimately leadto better outcomes,
really for everybodyif we have fewer or no injuries.
Absolutely.
I'm wonderingif you could also talk a little bit
about something that we offer
policyholdersthat does require them to apply for,
(17:59):
but can really pay off in lots of ways,and that's our safety grant program.
Yes, for, repeat listenerson the podcast, you've probably heard
about the safety grant program before,
but if not, it is a programthat MGM offers
that provides financial reimbursementfor the purchase of approved safety
(18:19):
products and equipment that can reduceor eliminate injuries or illnesses.
And so we offer 1 to 1 matchinggrant funds, so we'll cover half the cost,
anywhere from 500 to 10,000toward approved safety initiatives.
So applications are accepted on
an ongoing basis and either approvedor declined the following month.
So you'll know quicklyif that grant is approved.
(18:41):
You can even apply multiple timesthroughout the year for different safety
initiatives, as long as you sayunder that $10,000 yearly limit.
So it's a great way to make those safetyupgrades without breaking the bank.
Yeah, we we love our safety grant program.
It's really been successful.
It's nice to be able to kind of co-investwith our policyholders
(19:03):
in the safety of their employeesand the success of their business,
so it's kind of a win winsituation really, for everybody.
And yes, I do appreciate you mentioning
we have talked about our safetygrant program,
many times on the WorkSafe podcast,
but it's interesting how it can beapplicable in lots of different ways.
And we do hear from other guests that,
(19:24):
you know,they use those types of things as well.
So it's always nice to hear that.
Let's shift topics here and talkabout what a policyholder can expect
as they prepare for their policy to renew
and what steps they can take to ensurethat's a smooth process.
So it's a little bit differentthan with some other lines of insurance.
(19:46):
You may or may not have to update
your information, those types of things,but there are lots of contributing factors
that go into calculating your premium,including payroll changes and all of that.
And so those are things that do needto be updated on a yearly basis,
so we can make sure
we're assessing the right level of riskand coverage and all of those pieces.
So it can also probably seemconfusing and scary,
(20:10):
especially if you mention the word auditor anything like that.
Nobody nobody likes that.
There's a lot of negative connotation.
So what can we do to talkwith our policyholders
and listenersabout how we make that process easier?
Yeah.
About a month before your policies up youget, you'll get a renewal notice from us.
(20:30):
It'll give you a heads up on what yourpremium might look like for the next year.
So when you're looking at that notice,there are just a few things
to think about.
So first, as your business change at all, did you add
any new servicesor maybe change how you do things
or maybe your team, did you hire more people?
And maybe some team members moved on,
or have you changed what kind of workyour employees are doing?
(20:54):
So if any of those things have changed,it's really important
to give your agent a call.
They can make sure your policies up
to date and reflecthow your business is running right now.
That way you know you're fully covered,and when you're ready to renew,
you can just hop on to our online portaland make your payment.
But again, if you need to make any tweaksor have any questions,
your agent is your go to person.
(21:15):
I also have a few examplesof how that might work.
So looking at it, because at this pointwe are looking at an audit perspective
as well.
So a few examples from an auditperspective would include let's say
Bob from Bob'sConstruction gets a really large
last minute job, which is great for Bob.
But suddenly his team's workingcrazy overtime and his payroll skyrockets.
(21:39):
Now he's worried about his work comp bill.
But here's the thing.
Because Bob was smart
and kept detailed payroll records,he can get credit for that over time.
That'll bring his wages back downand his work comp costs as well.
And so there's more informationon our previous work,
save podcasts, about the audit processand how that would work.
(22:00):
But it's definitely somethingyou just want to talk to your agent about.
Another example would be likeJake from Jake Solar Panels.
He landed.
Let's say he landed a big contractin Kansas, but he's based in Missouri.
He called his agent and they made surehe was covered for that out-of-state work
because he kept separatepayroll records for his Kansas job.
His auditor can accuratelytrack those wages and hours.
(22:23):
Maybe.
On the flip side,
Denise from Denise's designs retiredand closed her shop, so she canceled her
policy and was surprisedshe didn't have to do an audit.
But she remembered something
she heard on a previous podcastand requested one anyway.
And guess what?
She got a refund because heremployees didn't work the full year.
And then finallywe get to those seasonal businesses.
(22:45):
So there's Sam from Sam'sChristmas decorations.
He had a tough year and things weren'tlooking great for next year either.
He talked to his agentand they lowered his estimated premiums.
Plus his agent told him about our payas you go option, which worked
perfectly for his seasonal business.
And so the thing about auditsis that we follow a rule set
by the National Council on Compensation,Insurance and state regulators.
(23:07):
So at the end of your policy period,
we do audits to make sure you'reyou're paying the right amount.
Our auditors are super helpful.
And they'll give you a list of documentsyou need.
And we even have an audit preparationchecklist outlining the necessary
information to get you started.
So don't worry.
We're going to guide you through it,
and we're really hereto help you through that process.
(23:27):
Well, I could definitely appreciatethe checklist, too.
I know it's a lot and people worry,you know, am I doing it right?
Am I doing it wrong?
What's going to happento my premium next year?
And so those checklists that we provide,whether you're a new policy holder
and wanting to work through your processor looking back at your audit checklist
and knowing what documents you just wantto keep and have throughout the year,
(23:50):
so that when it comes time for that,you're able to,
you know, successfullygo ahead and share all of that,
and you don't have to stress and worryabout finding these things.
And I didn't know I needed that.
So, I appreciate you mentioning that.
That's a really great toolfor our policyholders as well.
We've really condensed that down as well.
So and to try to not overwhelmthe policyholder,
(24:12):
we've really condensed it to the thingsyou absolutely need or just try to make
it really clear and conciseso that the policyholders
don't feel like there are so many thingsI have to keep track of.
Because there are certain thingswe want to keep track of, but we also,
reach out again to your auditor or someonein our premium consultation department.
If you have questions about any of thosethings, don't let it go a year.
(24:35):
Ask them upfront.
So, you know, thehow to best keep records for that audit.
That's going to be the best thingthat you can do to help
prepare for that ins renewal time.
Well, absolutely.
And Ithink that's true of most things. Right.
We should just keep those records aroundand it will come in handy.
(24:58):
I think we've covereda lot of great things,
from onboardingto managing a claim to safety services
and how to preparefor your next year's renewal.
I wonder if you could leave us kind ofwith a take away
for, for our listeners,as far as what you would say is
(25:19):
maybe the one thingpolicyholders often overlook
that can make a really big difference
in managing their work comppolicy effectively.
Absolutely.
I think that thing that gets overlooked
is the range of resources that we offer.
So again, we createlots of tools and guides specifically
(25:40):
to help you and policyholdersthroughout their entire work comp journey.
You know, it's
it's almost likeif you bought a new gadget
and you never read the manualand you're missing
out on all these really cool features,that's how I see our resources.
So they're availableto make your life easier, to help
prevent incidentsand to really understand your policy.
(26:00):
And the best part is we're alwaysimproving them and tweaking them.
And so if there's somethingthat we try out or you have an idea
about how something could be better,we also want you to tell us about that.
We want to know how we can makethese resources work even better for you,
because at the end of the day,that's what it's all about for us.
And something else I will say, too,that I didn't mention earlier,
(26:22):
but about six months into a policyholder
journey with us, we will send out surveys.
So we want you to be as honestas you can in those surveys to help us
have an understanding where you're atand what you need
more of, or what we're doingwell or what we can improve on.
And so know that that's coming as well.
(26:45):
So you do have a way to,you know, express your opinions
and your thoughts in those surveys.
And then if you do renew with us,you would also get another survey
to say how how your renewal wentand what we could do differently.
And again, we want you to have a placeto leave that information.
And so those surveysare there for you to do that.
(27:07):
So we would I would also encourage youto fill out those surveys when they come.
Well that's a greatthat's a great kind of way to wrap it up.
I think that those surveys are importantand they're very short.
They they only take a minute.
And I, I know how it is thoughto, you know,
you get everything's like,will you take a survey, will you take us.
You know, and I do think it's goodthat people know we really do
(27:31):
take these results and createactionable items
out of them in orderto improve our customer experience.
And it's it's a huge thingfor us as a company.
Just like it is for most, right?
But we really do take those to heart
and appreciate any informationthat you can share with us about.
What.
We're doing that works, what we can doless of or what we can do better.
(27:52):
You know, any of those things, as well.
And you can leave reviews
and things like that for us as wellin some of our different channels.
If you want to share your experience too.
So we, we want to knowI think is probably the main message.
Right.
Absolutely.I think you nailed it, Heather.
Well, thank you again for joining ustoday.
(28:14):
Lacey, I know that all of our listenerscan really, really benefit
from today's conversation.
And we've given them a great wayto understand what to expect from a policy
and then ways that you can really maximizewhat you're getting out of it
and ensure that your bottom lineis impacted in the least significant way.
(28:35):
And we appreciate you coming onto share your insights.
Well, thank you for having me.
I appreciate, being able to sharethis topic with our policyholders.
And thanks to our listenersfor tuning in to the WorkSafe
podcast.
(29:01):
Thank you for listening to the WorkSafepodcast.
Brought to you by MEM
If you like this episode,be sure to subscribe
on your favorite podcast platformand leave us a review!
We love to connect with our listeners.
If you have comments, questions,or suggestions for topics, please
email us at.
Podcast mi underscore on.
(29:25):
For even more resources and
industry insights, visit us at MEM-INS.com
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