Online Claims Reporting

In March 2013, PDRMA revised its claims forms and introduced its online claims reporting system to an initial group of members with higher annual claim submissions. The system, designed to improve claims-handling efficiency and rolled out to members over the past 18 months, has met with approval from these users.  

“Members generally handle claims submissions in one of two ways — by centralizing or decentralizing the process,” explains Dane Mall, PDRMA Risk Management Services Manager. “For example, Wheaton Park District uses a decentralized system, having departmental or facility supervisory staff initially enter a claim, while Peoria centralizes its submissions by having one person process all claims. Regardless of which way a member chooses to handle claims submissions, our online system is making it an easier and more efficient process for everyone.”

Diane Hirshberg, SPHR, Wheaton Park District Human Resources Manager, reports a smooth transition to submitting claims forms and related information using the online system. Approximately 50 supervisors received training on how to use the system, and they have all adapted to it without any trouble.

“I like that the claims form comes directly to our Safety Coordinator and me for review,” she says. “Approving a claim is as easy as pressing the submit button instead of sending it by fax — and it’s more secure.

“We had to make some changes and figure out how the process would work best for everyone,” Hirshberg explains, but the agency found ways to maximize the new process efficiencies.

She advises other members considering this claims submission option to think about who will do the online reporting — supervisors or a designated staff member. “We opted to have supervisors submit them since one of the goals was to reduce paper. Also, be sure to have at least two people available to approve the claims should one person be out.

“Good communication is key to the process,” she adds. “I also like the fact that information submitted electronically doesn't get lost like paper can, and it’s much easier to read typing than handwriting. We are a large district with almost 1,000 employees during our peak season, so doing it this way works for us.”

At Pleasure Driveway and Park District of Peoria, when an incident occurs in any area, Karrie Ross, Finance Supervisor, receives the information. “Because our district is so large, it would be very difficult to have all of our supervisors complete electronic claims forms. Having a few people specifically trained to handle claims means we can properly submit our reports to PDRMA and actively manage them, which leads to better claims outcomes. For us, we’ve found managing the agency’s claims is more efficient for Peoria and PDRMA if I monitor the incoming reports for completemess and accuracy, and handle the submissions to PDRMA.” 

Ross found learning the online system to be easy. “It prompts you for all the required information and is very intuitive. Entering a claim is very quick; the time between claim submission and getting a claim number and claims handler assigned is faster with the online system. The time savings is helpful because the quicker a PDRMA claims handler is assigned, the faster our claim can be managed.”   

One aspect of online filing that especially appeals to Ross is the added security. “Claims frequently include personal information (dates of birth, Social Security numbers, medical info, etc.), so being able to enter them into a secure online system is certainly better than having this information sitting on fax machines or in paper files.”

Ross also notes a few other aspects of the system she finds especially helpful. “One nice feature is that when I enter a claim, the system sends a notification email to specific staff members the agency chooses. For us, the notification goes to our risk manager, claims manager, and to the superintendent that oversees risk management and claims. This means pertinent staff and management are aware of any claims issues faster and can more expediently react to safety issues and related actions.” 
   
The improved tracking system also earned high marks from Ross. “When you submit a claim, the system provides an event number. That’s so helpful in locating a claim, even before it receives an official claim number. It’s also helpful to be able to add attachments (pictures, documents, etc.) when I’m submitting the claim. 
  
“I’ve had a very positive experience with PDRMA’s online claims reporting system,” Ross sums up. “The initial rollout was smooth, and PDRMA has been working to make the system even better.”

PDRMA plans to continue improving the online claims reporting system with the goal of having most members using the system within the next two years. With online submissions, members are one step closer to having real-time access to their loss information, making it easier for them to identify injury and loss trending.

In the first quarter of 2015, PDRMA will begin offering opportunities for members to learn more about the benefits of online claims submission, how the Web form works and how to implement online submissions at their agencies.

PDRMA Resources:

• Claim Forms Instructions.
• Form 01 — Accident/Incident Report Claim Form.
• Form 02 — Vehicle Accident Report Claim Form.
• Form 03 — Property Loss Report Claim Form.
• Form 04 — Employee Injury/Illness Report Claim Form.