In the high-stakes world of workers’ compensation for high-hazard industries, communication isn’t just a courtesy—it’s critical. For carriers like Berkley Industrial Comp, where we specialize in mono-line workers’ comp coverage for sectors like construction, manufacturing, and energy, every minute counts when it comes to injury response and claim resolution.
In a recent episode of Adjusted, Stephanie Benke, Director of Solution Consulting at High Marley, shared how text messaging is transforming the claims experience—not just for adjusters, but for injured workers navigating recovery in some of the most physically demanding jobs in America.
THE COMMUNICATION BREAKDOWN IN HIGH-HAZARD CLAIMS
Traditional communication methods—phone calls, voicemails, and emails—often fall short in high-hazard environments. Injured workers may be in medical facilities, on restricted duty, or simply overwhelmed. Missed calls lead to delays, and delays lead to frustration, increased costs, and prolonged recovery.
But today’s workforce communicates differently. Texting is now the preferred method of contact for most Americans—including those in high-risk industries. And for workers’ compensation claims in high-hazard sectors, that shift is a game-changer.
TEXTING: A MODERN SOLUTION FOR HIGH RISK WORKERS COMP CLAIMS
Hi Marley’s collaborative texting platform enables real-time, centralized communication between adjusters, nurse case managers, supervisors, and injured workers. For carriers like Berkley Industrial Comp, this means:
- Faster response times (often within 2–3 minutes)
- Improved injured worker engagement
- Accelerated claim resolution
- Reduced administrative burden on adjusters
One adjuster shared how a claim that had stalled for days was resolved within hours—simply by switching to text.
HUMAN CONNECTION IN A DIGITAL FORMAT
Contrary to the belief that technology creates distance, texting has actually enhanced empathy and trust in the claims process. Adjusters can communicate with clarity and compassion, and injured workers feel heard and supported.
As Behnke noted, “The number one driver of customer satisfaction is the adjuster’s attitude.” Texting allows that attitude to come through—clearly and consistently.
AI-POWERED INSIGHTS FOR PROACTIVE CLAIMS MANAGEMENT
Hi Marley’s platform also integrates AI-driven sentiment analysis, alerting adjusters when an injured worker is frustrated or when a message has gone unanswered. This allows for proactive claims handling, especially important in high-hazard industries where delays can escalate quickly.
For supervisors, the platform provides visibility into communication trends, enabling better coaching, quality control, and consistency across teams.
OPERATIONAL EFFICIENCY MEETS COST CONTAINMENT
For mono-line carriers like Berkley Industrial Comp, operational efficiency is key. Texting platforms help:
- Keep injured workers in-network by sharing pharmacy cards and provider info
- Automate routine communication with scheduled messages
- Bridge language gaps with built-in translation tools
These features not only improve the injured worker experience but also contribute to cost containment and better outcomes—a win-win for all stakeholders.
THE FUTURE OF WORKERS COMP IN HIGH-HAZARD INDUSTRIES
As the industry evolves, so must our tools. Texting platforms like High Marley are helping carriers like Berkley Industrial Comp deliver on our promise: to protect workers in the most dangerous jobs with speed, empathy, and precision.
By embracing modern communication tools, we’re not just improving claims—we’re building trust, reducing friction, and helping injured workers get back to what matters most: their health, their families, and their livelihoods.