Is Your Attendance Policy Discriminatory?

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November 9th, 2017

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shutterstock_252811903 - CopyEmployers should be aware that federal law protects certain absences such as those covered by the Family Medical Leave Act (FMLA). When designing an attendance policy, employers have to take pains to ensure they do not accidentally penalize employers for these kinds of absences. A common reason individuals take leave under FMLA is after the birth of a child. However, even if an attendance policy accounts for this situation, it is not always free of discrimination.

Estée Lauder in Hot Water Over Discriminatory Attendance Policy

Maternity leave is not a new concept, and the related absences fall squarely under FMLA. FMLA requires businesses to allow employees to take up to 12 weeks of unpaid leave after the birth of a child. Some companies take this a step further and offer paid leave. Estée Lauder is one such company, but their attendance policy has landed them in court.
The U.S. Equal Employment Opportunity Commission (EEOC) is suing the cosmetics giant for offering men less paid parental leave than they do for women. The crux of the suit centers on sex discrimination. Estée Lauder offers women six weeks of paid leave to bond with their new baby while only offering men two. In addition, Estée Lauder offers new mothers flexible return-to-work options after the six-week period ends but does not provide such benefit to new fathers. The Equal Pay Act of 1963 prohibits discrimination in pay or benefits based on sex. If the company offers women paid leave, they must offer men the same amount of paid leave as well. Unfortunately, Estée Lauder’s parental leave program does not comply with the law.

Review Attendance Policies Often

Estée Lauder’s lawsuit should serve as a cautionary tale for other businesses. Companies should review their attendance policies periodically to ensure they are not discriminatory. Actec can help businesses review their absence management policies and implement absence reporting programs free from discrimination. To learn more about the fine points of absence management, contact us.

Documentation Secrets for Successful Claims Management

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November 1st, 2017

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shutterstock_138016598 - CopyProper documentation is crucial to closing insurance claims with a positive outcome. As the saying goes, “if it’s not documented, it doesn’t exist!” That’s why insurance adjusters need a full-cycle claims system to help them document all facts relating to liability, damages, coverage, and more. This information is especially helpful if a new insurance adjuster picks up the claim part way through processing.

Tips for Documenting Claims

Documenting claims is a delicate business. Claimants often experience anxiety or lack of focus when attempting to communicate, and notes that make sense to one adjuster may be confusing to another. Below are several suggestions for effective documentation.

  • Provide regular training on documentation. The methods for documenting claims continue to improve as claims become more complicated. Training adjusters on the latest documentation procedures is key for quick and efficient claims resolution.
  • Log everything. Whether it is a phone call, a face-to-face consultation, or an inspection, the adjuster should keep notes. It is impossible to remember the specifics of every claim so detailed notes are essential.
  • Focus on the facts. It is easy to read into a client’s emotions, but this can result in biased documentation. For example, making a notation such as, “The client was distraught,” without the client saying so themselves is conjecture.
  • Time-stamp and geotag all photographs and videos. Visual evidence is an excellent way to support written records. However, an adjuster needs to be able to prove when and where they took the photo or video. Recording the date, time, and location digitally crucial.

Maintaining accurate and up to date notes on a claim is an important element of the claims management process. Poor documentation can prolong a claim and affect customer satisfaction and retention. To learn more about effective claims management, contact the experts at Actec.

9 Employee Wellness Ideas To Revitalize Your Organization

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October 24th, 2017

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fitness imagEmployee wellness programs have taken the professional world by storm, and it is easy to see why. Wellness programs can attract talented job candidates, retain existing talent, and reduce absenteeism rates. Employees who have access to a wellness program also tend to be more loyal and committed to their work. This is because they feel like their employer cares about their health and well being and thus engage more in their tasks.
However, employee wellness programs take work to be successful. Employers need to promote programs that boost wellbeing without being boring. Employees have to want to engage with the program in order to reap any benefits. Keeping wellness program initiatives light and fun can help businesses determine which programs their staff appreciates the most.
Below are several suggestions for wellness programs that are easy to implement.

Health-Based Programs

  1. Supply healthy snacks for the office to enjoy. Nutritious snacks can help boost employees’ moods, energy level, and even help them balance their weight.
  2. Stop offering unhealthy snacks. This may seem the same as the above, but there is a key difference. If an office supplies both healthy and unhealthy snack and meal options, the temptation is there to indulge. By removing the majority of unhealthy foods, employees can nosh on nutritious options instead.
  3. Invest in standing desks. Desks that can adjust to allow employees to stand rather than sit all day can improve posture, reduce back pain, boost mood, and more.

Fitness Activities

  1. Opt for walking meetings. Employees spend a good part of their day sitting. Opting to hold meetings while walking gets their blood circulating, offers a change of environment, and can even boost creativity.
  2. Sign up for a 5K. Employers can select 5Ks that support causes near and dear to their employees. They can also offer to pay the entry charge for any employee who participates.
  3. Hang signs near elevators reminding employees to take the stairs.

Fitness Challenges

  1. Employers can hold daily fitness challenges to increase office morale and inspire friendly competition. An example is a squat challenge. Employees can perform a set number of squats at the start of the challenge and increase that number by five each day. Whoever can continue beyond the set amount the longest wins that day’s challenge. Employers can offer simple prizes such as free movie tickets, free lunch, and so on.
  2. Employers can challenge their employees to drink eight glasses of water per day. Employers can keep track of employee’s progress for a month. At the end of the month, the winner gets a prize similar to the above challenge.
  3. Employers can hold a healthy cooking contest. Employees can bring in their favorite healthy recipes and vote on their favorites.

Whether your business is small or large, your employees can benefit from wellness programs. Healthy and happy employees are much less likely to become ill or experience attendance issues. To learn more about how wellness programs can assist your absence management efforts, contact the experts at Actec.

Is Your Claims Management System up to Par?

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October 18th, 2017

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shutterstock_306793247 - CopyInsurance companies encounter a number of hurdles on their way to business success. Aside from the inherently competitive nature of the insurance field, companies must also remain compliant with strict regulations as well as meet growing customer expectations. An effective claims management process plays a significant role in a company’s relative success within the industry. In particular, a company’s claims management process needs to find ways to control costs, decrease incidents of fraud, and keep customers happy.

Reducing Expenses

The longer it takes an insurance company to settle a claim, the more it costs the insurer. This is because of increased administrative costs. One way to mitigate this is to automate some of the claims management process. For example, investigating a claim by hand without automation takes much longer and is prone to errors. Resolving errors draws out the amount of time it takes to close a claim. Automation can also detect incidents of frauds. Long processing periods, errors, and fraud all eat into a company’s profits, so it behooves insurers to invest in some automation technology.

Identifying and Handling Fraudulent Claims

When an insurance company pays out for a fraudulent claim, the cost does not stop with them. The customer also takes on the burden of this unnecessary expense as premiums often increase to account for the added expenditure. Claims management software can help detect fraud and trigger an investigation well before the insurer settles the claim.

Closing Claims in a Timely Manner

The amount of time it takes to settle a claim has a direct correlation to the customer’s overall satisfaction. Swift claim resolution also gives companies a competitive advantage over those who take longer to settle claims. Expediting the claims process also saves time and money as well as boosts customer satisfaction.
The best way for insurers to address costs, fraud, and claims processing time is with an efficient claims processing system. This is why Actec offers full-cycle claim and incident reporting solutions. Contact us today to learn more about managing risk and settling claims while improving customer satisfaction.

Finding Fault with No-Fault Attendance Policies

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October 11th, 2017

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shutterstock_227384539 - CopyNo-fault attendance policies are a popular method of absence management. Employers assign points to various attendance infractions: half a point for tardiness, half a point for leaving work early, and a whole point for absences. Once an employee reaches a certain number of points, the employer can discipline or fire the employee without investigating the reasons behind the attendance infringements. However, such uncompromising policies can backfire and create headaches for employers.

Discrimination Issues Regarding No-Fault Policies

The biggest issue facing no-fault policies is point implementation. The Family Medical Leave Act (FMLA) and the Americans with Disabilities Act (ADA) protect absences related to serious health conditions. If a manager is unfamiliar with these acts, he or she may assign points to an employee by mistake. If a company then terminates that employee, the company is open to a discrimination lawsuit.
This exact scenario ended poorly for Verizon. The Equal Employment Opportunity Commission (EEOC) launched a national class action lawsuit against Verizon for violating the ADA. Verizon failed to provide reasonable accommodations as laid out by the ADA and terminated a disabled employee based on their no-fault policy. Verizon settled for $20 million.

Avoiding No-Fault Pitfalls

The best way to avoid discrimination lawsuits related to no-fault policies is to shift point assessment from supervisors to Human Resources (HR). HR employees receive training regarding FMLA and ADA so they know which absences cannot receive points. Employers should also include a caveat in their handbook detailing that employees will not receive points for FMLA or ADA-protected absences.
Actec understands the intricacies of managing employee attendance. That is why we strive to help employers simplify absence reporting and management. To learn more about tracking and reducing employee absences, contact us today.

Clarifying the Phases of a Car Insurance Claim to Improve Customer Satisfaction

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October 4th, 2017

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impacted carInsured drivers are usually under a significant level of stress when they first contact their insurance company to report a car accident. Their mind often races ahead, and they overwhelm themselves before the process begins. Insurance adjusters can calm frazzled nerves and help guide the insured through the claims process.
For example, many claimants do not know what information insurance companies need before they can process the claim. Below are several common pieces of data insurance companies require:

  • First notice of loss (FNOL) and the insured’s version of events
  • The other driver’s statement
  • The police report
  • Statements from any witnesses
  • The damage at the accident site
  • Medical records for any injuries

Phase 1: Site of the Incident

Insurance companies need to stress to their customers the importance of FNOL at the scene of the accident. Many individuals assume they do not need to contact their insurance company if they were not at fault, but this is not the case. The insurance company will not know who is at fault until after they gather and review all of the above information. This process happens much faster when all involved parties report to their insurance company.

Phase 2: Collecting Information

Insurance companies begin gathering data almost immediately upon FNOL. This is because the information is still fresh in the individuals’ minds. Agents should instruct their customers to record as much information as possible (i.e. time of the accident, which direction the parties were driving, how fast each person was driving, etc.). This is also a good time for the insured to take pictures of any damage to their vehicle or person.

Phase 3: Resolving the Claim

Once the individual’s insurance company has all of the relevant information, they can prepare a settlement offer. How insurance companies handle claims helps determine the customer’s overall satisfaction. It can also affect customer retention, so it behooves agents to provide quality support. For example, to ensure a smooth claims resolution, agents should do the following:

  • Recommend that the insured keep track of any injuries, pain, and medical records for treatment.
  • Recommend the insured document any time they took off work to recover from the accident.
  • Recommend that the insured track their travel costs to and from medical appointments. They should keep receipts for any co-payments and prescriptions as well.

Agents should stress that all of the above information helps them determine a fair settlement. By positioning themselves as a concerned party rather than a combatant, agents can pave the way for a smooth resolution. To learn more about improving FNOL and claims management, contact the experts at Actec.

Encouraging Employee Attendance with Positive Incentives

Posted on

September 26th, 2017

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shutterstock_174875483Implementing an attendance policy and establishing repercussions for absenteeism are an essential part of running a company. However, sometimes a little positive reinforcement is necessary. If employees are unmotivated and disengaged, there are several tactics employers can take to improve the office mood.

Understanding Employee Discontent

Knowing employees are unhappy is not enough. Managers and employers need to try to understand the why. A simple way to gauge this is to conduct exit interviews. Staff members who quit did so for a reason and they may be able to provide insight. Sometimes their reasons are personal or are an issue that employers cannot fix. However, if their explanation is a solvable problem, employers should act on it right away before it causes additional staff shortages.
Employers also need to help their staff find purpose in their work. If an employee feels underappreciated or cannot see how their job affects the big picture, they will lack the motivation to come to work and perform at their best. Employers should emphasize how every staff member’s work is a vital part of the business to help them see the point of coming to work each day.

Focus on Employee Wellness

Some sick absences are unavoidable. However, encouraging healthy habits can bolster immune systems and reduce the number of sick days employees take throughout the year. For example, employers can implement a raffle program where every employee who works out four days or more per week can enter their name into a drawing. Each quarter, employers can draw one name to earn a prize. Prizes can be gift certificates to local restaurants, movie tickets, and so on.

Constructive Discussions

Trying to control or restrict time off from work can backfire. Employees may feel their boss is micromanaging them, which damages morale. Instead, employers should try to find solutions to help employees take time off when they need to. Two popular examples include offering flex schedules or the option to work from home.
Employee attendance is vital to a successful business. Employers who take steps to improve attendance through positive reinforcement may see better engagement and morale as a result as well. For more ideas on reducing absenteeism, contact the experts at Actec.

Risk of AOB Abuse High in Florida in Wake of Hurricane Irma

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September 19th, 2017

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hurricaneAs Hurricane Irma recedes from Florida, residents begin to return to their homes to assess the damage. Insurance companies are on high alert, preparing to try to manage the influx of assignment of benefits (AOB) claims. Homeowners need to act fast and file their claims as soon as possible. Insurance experts are also cautioning homeowners to be wary of “bad actors.” These bad actors are individuals who swoop in after a disaster and offer home repair deals that seem too good to ignore.
However, as is almost always the case, when something sounds too good to be true, it likely is. These bad actors conduct numerous AOB scams by obtaining the right to receive insurance benefits on behalf of the homeowner. From there, these individuals file exorbitant claims and then pursue lawsuits when the insurer denies the claims.
This type of fraud drives up the cost of insurance due to Florida’s one-way attorney fee statute. This statute forces the insurance companies to bear the cost of the exaggerated claim as well as the attorney fees. While these swindlers make a significant sum off the scam, the resulting increase in insurance costs hurts homeowners across the state.

Insurers Urge Caution

Insurance agents and Florida regulators alike are advising homeowners to hold off on employing third parties to help them resolve claims. Anyone asking homeowners to sign over their rights is suspect. If a homeowner is uncertain, their best course of action is to call their insurance company. An agent can walk them through the claims process.
Detecting and mitigating fraud are vital for any insurance company to remain in business. Investing in a reliable claims management system, such as Actec’s Full-Cycle Claim and Incident Reporting Solutions, is the best way to achieve this goal. To learn more about how our claims management system can help reduce fraud, contact us today.

Hurricanes and Other Natural Disasters Substantially Increase FNOL (First Notice of Loss) Volume

Posted on

September 13th, 2017

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shutterstock_487910935s,With Harvey and Irma making landfall over the past 30 days and wildfire racing through the western states, all facets of the insurance industry are in overdrive. As Jose heads north and Maria further decimates the Caribbean, the importance of accurate first notice of loss can’t be overstated. Here at Actec we’ve had multiple Florida-based organizations move all of their calls to our center here in Atlanta. Some of them started as early as 7 days prior to the storm’s arrival.
Atlanta faced similar hurricane-related challenges on Monday as calls came in at a feverish pace. With schools closing throughout the state and our own employees having to stay at home, a strong remote workforce was critical to success during this time. We were able to ensure that no FNOL call would not go unanswered. Actec answered almost double our normal volume on 9.11.17.  In addition to our remote workforce, Actec put many members of the management team on the phone and even brought in some temporary workers.
First notice of loss is a critical component of running a successful insurance business. From strong customer service to prompt and accurate claim intake, life is better for everyone when the FNOL process goes smoothly. If your current FNOL provider failed to live up to expectations during Harvey, Irma, western wildfires, or other natural disasters in your area, consider giving Actec a call.

Technology Expedites Claims During Catastrophic Events

Posted on

September 5th, 2017

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shutterstock_306793247 - CopyNatural disasters and catastrophes are proving grounds for insurance providers. When a customer submits a claim, it is usually during a stressful event. During catastrophic weather incidents, customers need swift resolutions more than ever. This past Friday, Hurricane Harvey began wreaking havoc in and around Houston, TX. The degree of loss is much larger than a standard claim incident and presents a large challenge for insurance providers.

Simplifying FNOL

Thankfully, insurance companies are no longer pen and paper operations limited by their number of employees. For example, technology can now help adjusters manage claims without inspecting each one in person. This increases the number of claims a single adjuster can take on by a significant margin. Technology also simplifies first notice of loss (FNOL). Customers can submit claims by chat, video, or online portals.

Reducing Fraud and Expediting Claims

Technology reduces fraudulent claims as well. For instance, data mapping can allow insurance companies to determine if an individual’s home was in the path of destruction to corroborate their claim. Once the storm system moves on, adjusters can deploy drones to survey and assess the damage without having to travel to the location themselves. This not only improves safety for adjusters, it expedites claims. Customers no longer have to wait for adjusters to examine the damage in person before releasing funds.

Staying Connected with Customers

Technology serves one last major purpose: constant connectivity. Insurance companies can provide live updates on their social sites. Displays of compassion are vital to nurturing the customer’s experience during disastrous events. They help show customers that their provider cares about their plight. Actec understands insurers need working systems to speed up claims resolutions. To learn more about claims management, contact us.