SERVICE RESPONSE
TAKING THE LEAD IN WORKERS ’ COMPENSATION SERVICE RESPONSE
A . I . M . MUTUAL emerged as one of the first insurers to adapt its service structure and roll out premium relief programs for businesses hardest hit by Covid-19 and mandatory closures . The company provides workers ’ compensation insurance to more than 18,000 employers in New England .
As states began their gradual reopening , A . I . M . Mutual introduced new , specialized programs for market segments , starting with the hospitality industry . Premium relief for policyholders took the form of deferred payments , extended plans , worker reclassifications , and payroll adjustments , depending on the situation .
From the outset , A . I . M . Mutual launched an integrated , highly responsive plan to reach all its stakeholders . With staff based remotely and on-site , the company put new systems and procedures in place , ensuring that indemnity benefits and services to policyholders continued without interruption .
“ We are in a steady dialogue with the business and broker community throughout this crisis ,” said Michael Standing , President and CEO . “ We use ‘ First we listen ’ as our tagline ; it ’ s the basis for our partnership . We hear what ’ s needed right now in the workers ’ compensation space and respond .”
FROM THE OUTSET , THE PRIORITY HAS BEEN ON SERVICES TO INJURED WORKERS , STANDING SAID , AND THE COMPANY TOOK IMMEDIATE STEPS TO ENSURE CLAIM MANAGEMENT AND MEDICAL CARE PROGRAMS REMAINED AT THE HIGHEST LEVELS .
“ Our claim consultants have been working virtually , utilizing our telehealth program where appropriate , and providing excellent case management care ,” he added .
All workers ’ compensation services have been fully operational , modified to reflect state guidelines and safety protocols for staff and policyholders . Premium audits and injury prevention consults are taking place by phone , “ curbside ” or virtually , while the certified wellness team makes stress and coping tools available for companies to share with their employees . Claim reporting is actively monitored , with adjusters providing full investigation .
“ We understand sectors of the business community , companies we insure , are facing unprecedented challenges ,” Mike noted . “ As their carrier , we ’ re committed to doing the right thing . It ’ s a partnership in the truest sense , and our policyholders can count on that .”
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