THE HYPOTHESIS OF THE EMPATHETIC RESOLUTION MODEL: The thought process driving the Empathetic Resolution Model, is the idea that if we treat people better, and show empathy in everything we do, we will have better outcomes. We believe that adjusting with an empathy mindset will lead to better results, increased trust with our insureds, improved results for Berkley, increased meaning and purpose in our employee’s work, decreased litigation and increased cooperation with our injured workers.

THE MODEL WAS IMPLEMENTED WITH COLLABORATION, AND WITHOUT A PLAYBOOK: The development of the Empathetic Resolution Model was thrilling, because it was a brand-new concept, and was outside the box. Our VP had wanted to implement a model like this at his previous employer, but getting it off the ground faced some hurdles (the timing just wasn’t right yet). He was given the green light by our Corporate Office, and the team was formed. The team would collaborate, and discuss new ideas on how to show our injured workers that we care about them. The team vetted several ideas and started a pilot program that sends cookies or hand-written cards to injured workers that either suffered a catastrophic injury, experienced a setback to recovery, returned to work after a lengthy recovery, or needed surgery. The feedback that we have received so far from our injured workers has been heartwarming. When you can bring joy, and lift someone’s spirits, it makes you smile all day long.

OUR INITIAL CONTACT LETTER TO INJURED WORKERS RECEIVED A MAKEOVER TOO:  We realized that our initial contact letter to injured workers needed some changes. We could put ourselves in an injured worker’s shoes, and see how it could cause confusion.  It was very formal, and it didn’t explain what to do in the event of receiving a bill from a provider, or how to send the medical release to their adjuster. Our new contact letter conveys the message that we understand being injured is difficult, but we are here to help them. It has all of the adjuster’s information, different ways to contact their adjusters such as a direct phone number, email address, and fax number. We want them to know that we care, and we want to make the process as smooth, and as streamlined as possible.

WE WANT TO CHANGE THE NARRATIVE ABOUT WORKER’S COMPENSATION INSURANCE: We are confident that by showing empathy, we can change the perception of insurance. We want to set the example that you can do the right thing, treat people well, and still be profitable. The Financial Sector is not usually known for being creative, but we are working to break the mold.

THERE IS MORE TO COME: After the initial pilot of this program, we opened it up and asked for more ideas from our coworkers. We received 28 new ideas on how to incorporate empathy into our work. These ideas were from every department, such as Underwriting, Business Engagement, RAMP, and Marketing. The ideas are not just for injured workers; they are for all of our customers. Every department wants to infuse empathy to make things better for everyone. We have received the utmost support and buy-in from our coworkers, VP, CEO, and Corporate Office. We are only at the beginning stages of this amazing journey. We are so proud to be a part of this, and we can’t wait to see what comes next!!