When a workplace injury occurs, fast and effective contact with the injured worker is one of the most critical steps in the workers’ compensation claims process. Studies show that the first 24 hours after a reported injury can greatly influence claim outcomes, employee recovery, and overall costs.
In this blog, we’ll explore why injured worker contact matters, how it should be handled in the U.S., and best practices for employers, insurers, and claims adjusters.
Why Injured Worker Contact is Important
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Builds Trust and Confidence
Early communication helps injured employees feel valued and supported. This trust can reduce anxiety and encourage cooperation throughout the recovery process. -
Speeds Up Claim Processing
Quick contact ensures that all necessary details are gathered while the incident is fresh in the worker’s mind. This leads to faster claim approvals and benefit payments. -
Reduces the Risk of Litigation
Workers who feel neglected or left in the dark are more likely to seek legal assistance. Maintaining contact can help avoid misunderstandings that lead to disputes. -
Improves Return-to-Work Outcomes
Clear and ongoing communication keeps the injured worker engaged with the workplace, making it easier to plan for a safe and timely return.
The 24-Hour Rule in the U.S.
Many workers’ compensation best practices recommend that claims adjusters or employer representatives contact the injured worker within 24 hours of receiving the First Report of Injury (FROI).
Key details during the first contact include:
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Understanding the extent of the injury
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Explaining the claims process
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Providing information on available benefits
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Setting expectations for medical treatment and follow-up
Note: In some cases, waiting for “business hours” isn’t enough. If a report is received Friday at 4 PM, contact should still happen over the weekend to meet the 24-hour standard.
Best Practices for Injured Worker Contact
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Be Empathetic – Acknowledge their situation and express genuine concern.
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Explain Clearly – Walk them through the claims process in simple terms.
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Follow Up Regularly – Don’t limit contact to the initial call; maintain updates.
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Document Everything – Keep records of conversations and any guidance provided.
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Coordinate with Medical Providers – Ensure treatment updates are shared promptly.
Common Mistakes to Avoid
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Delaying the first contact – Waiting several days can make the worker feel abandoned.
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Using overly technical language – Avoid confusing terms and legal jargon.
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Failing to follow up – Contact should be ongoing, not just a one-time call.
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Neglecting emotional support – Workers often need reassurance as much as information.
Conclusion
In the U.S., timely and consistent injured worker contact is more than a courtesy — it’s a proven strategy for reducing claim costs, avoiding legal disputes, and helping employees recover faster. Employers and claims departments that prioritize communication will see better outcomes for both workers and the organization.
Tags: #WorkersComp #InjuredWorker #ClaimsManagement #EmployeeCare #ReturnToWork #RiskManagement
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