Managing Claims Teams Working from Home: Strategies for Success in Workers’ Compensation 

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As the year draws to a close, claims leaders in the workers' compensation industry are not only reflecting on 2024's successes and challenges but also planning priorities for 2025. With many claims teams operating in a remote or hybrid model, managing individual and team performance remains critical. While working from home offers adjusters flexibility and autonomy, it also presents challenges for leaders striving to maintain productivity, monitor performance, and foster collaboration. 

The end of the year is the perfect time to assess how remote work impacts claims management and identify strategies for improvement. By addressing key areas like communication, workflow management, and team cohesion, leaders can set their teams up for greater success in the year ahead. This article offers actionable tips and tools to help leaders better support their teams and navigate the unique challenges of remote claims management. 

Challenges of Remote Work in Claims Management 

Remote work creates opportunities for autonomy and flexibility but also introduces unique challenges in claims management. Daily in-person interactions allow leaders to identify areas where adjusters need support or guidance. This lack of visibility can ripple effect, impacting the quality of interactions with injured workers and slowing claim resolution times. 

Adjusters working from home also face potential distractions and competing priorities. A lack of structured routines, unclear expectations, or technology glitches can create microstressors that impede productivity. At the same time, team cohesion can suffer if remote adjusters feel isolated or disconnected from their colleagues. 

Addressing these challenges must be a top priority as leaders plan for 2025. By recognizing the specific pain points of remote claims management, leaders can implement strategies that reduce stress, increase efficiency, and enhance team dynamics. 

Strategies for Managing Individual Performance: Taking Control in a Remote Environment 

Leaders are critical in ensuring remote claims adjusters maintain high performance and feel supported. Effective management involves clear communication, thoughtful feedback, and an emphasis on emotional well-being. 

1. Monitor Communication Quality 

Adjusters' communication with injured workers is pivotal in building trust and ensuring a smooth claims process. Although remote work can make it harder for leaders to observe these interactions, tools, and strategies are available to bridge this gap. 

Action Steps: 

• Leverage call recording and review tools: Implement technology that records phone or video interactions (while adhering to privacy guidelines) to monitor communication quality. Use these recordings as coaching opportunities to highlight strengths and identify areas for improvement. This feedback ensures consistency in how adjusters handle difficult conversations. 

• Provide real-time feedback: After reviewing interactions, offer timely feedback that includes specific examples of what worked well and could be improved. Positive reinforcement can build confidence, while constructive feedback fosters growth. Regular coaching also creates an open dialogue between leaders and adjusters. 

• Create a script library: Provide adjusters with templates or scripts for common scenarios, such as explaining benefits or calming an upset worker. Scripts serve as a helpful reference point while allowing adjusters to personalize their communication style. This approach helps ensure both clarity and empathy in every conversation. 

2. Set Clear Expectations and Priorities 

Remote adjusters may struggle with task prioritization, especially when managing a high caseload. Leaders must establish clear expectations and provide tools to help adjusters stay organized. 

Action Steps: 

• Use task management systems: Platforms like Asana, Trello, or Microsoft Planner can help adjusters track deadlines and prioritize tasks. Leaders can assign work, monitor progress, and provide updates in one centralized location, reducing confusion and ensuring accountability. 

• Host one-on-one check-ins: Schedule regular meetings to discuss adjusters' progress, address challenges, and realign priorities. These check-ins also allow one to acknowledge individual achievements and reinforce alignment with team goals. 

• Encourage time-blocking: Teach adjusters to allocate dedicated time blocks for focused work, such as processing complex claims or handling high-priority cases. Time-blocking helps minimize distractions and improves efficiency. 

3. Support Emotional Well-being 

Working from home can amplify feelings of isolation and stress, especially in the emotionally demanding world of claims management. Leaders must actively support their adjusters' mental health and well-being. 

Action Steps: 

• Provide access to wellness resources: Offer Employee Assistance Programs (EAPs) or subscriptions to wellness apps like Calm or Headspace. These resources can help adjusters manage stress, build resilience, and find moments of calm during the workday. 

• Check-in on workload balance: Regularly assess adjusters’ caseloads to ensure they are manageable. When workloads become overwhelming, redistribute assignments to prevent burnout and maintain productivity. 

• Celebrate accomplishments: Recognize individual successes, whether resolving a challenging claim or receiving positive feedback from an injured worker. Public acknowledgment can boost morale and reinforce a sense of purpose. 

Fostering Team Cohesion in a Remote Environment 

Team dynamics are essential for claims teams, even when members are working remotely. Leaders must prioritize communication, collaboration, and connection to maintain a sense of unity. 

1. Build a Culture of Connection 

Strong relationships among team members foster trust, collaboration, and engagement. Nurturing these connections intentionally during remote work is essential. 

Action Steps: 

• Host virtual team meetings: Schedule regular video meetings to share updates, celebrate milestones, and discuss challenges. Structured agendas ensure that meetings are productive and inclusive. 

• Create informal social opportunities: Organize virtual coffee breaks, trivia games, or themed gatherings to strengthen bonds among team members. These activities help replicate the casual interactions of an office setting. 

• Celebrate team milestones: Acknowledge group achievements, such as meeting quarterly goals or reducing claim resolution times. Collective celebrations reinforce a sense of shared purpose and accomplishment. 

2. Promote Knowledge Sharing 

Remote teams often miss out on the spontaneous knowledge exchange in an office. Leaders must facilitate intentional opportunities for learning and collaboration. 

Action Steps: 

• Encourage peer mentoring: Pair experienced adjusters with newer team members to share best practices and provide guidance on challenging cases. This guidance fosters a culture of continuous learning and mutual support. 

• Use shared platforms for resources: Maintain a centralized repository of tools, guides, and FAQs that adjusters can access anytime. These resources ensure consistency and reduce time spent searching for information. (Looking for an always current workers' compensation compliance repository? Look no further than Simply Research for your compliance needs!) 

• Host claim review sessions: Regularly discuss complex cases in team meetings to brainstorm solutions and learn from one another’s expertise. These sessions can also serve as training opportunities for less experienced adjusters. 

3. Ensure Transparency and Alignment 

A lack of visibility into team goals or organizational updates can create confusion and disengagement. Transparent communication fosters trust and alignment across the team. 

Action Steps: 

• Share clear metrics: Use dashboards to display team performance metrics, such as claim resolution rates, customer satisfaction scores, or caseload balances. Visualizing progress helps teams stay motivated and focused. 

• Communicate openly: Provide regular updates on organizational changes, strategic goals, or policy shifts. Open communication builds trust and ensures everyone is on the same page. 

• Gather feedback regularly: Use surveys or virtual suggestion boxes to solicit input from team members. Act on their feedback to demonstrate that their voices are heard and valued. 

Planning for 2025: A Year to Thrive 

As claims leaders look ahead to 2025, focusing on remote team management will be essential for sustaining high performance and employee satisfaction. Leaders can create a thriving remote workforce by addressing individual and team challenges, leveraging technology, and fostering a culture of connection. Remote work does not have to mean disconnected work. With the right strategies, claims leaders can drive exceptional results while supporting their teams and delivering outstanding service to injured workers. 

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