Employers who currently participate in the Accredited Employer Programme and use a Third Party Administrator (TPA) can extend their participation to include the management of non-work injuries.
Self-managing employers can also take advantage of this service by engaging a TPA such as Gallagher Bassett to manage their employees’ non-work injury claims. There is no additional cost to the employer for this service as the management costs are met by the Accident Compensation Corporation (ACC), but results show that claim durations reduce for employers that take advantage of this offer.
In January 2017 ACC released the results of a survey carried out by Research New Zealand to measure the satisfaction of employees of Accredited Employers who were provided case management services for non-work related injuries by a TPA.
Some highlights from the survey included that 79% of employees surveyed reported being satisfied with the service they received from their employer’s TPA. This compares favourably with ACC’s 2016/17 target for “customer satisfaction – clients” which is currently set at 76% (ACC First Quarterly Report 2016-2017).
With regards to overall service, 85% of employees reported that they were treated with courtesy and respect, 84% felt they were treated fairly, and 81% felt that the information provided to them was easy to understand.
The most recent contact between the managing TPA and the employee was surveyed with regards to service satisfaction. 76% of respondents expected good service, 71% of employees reported that the service received exceeded their expectations and 85% were satisfied with the most recent service provided.
Employers who have elected to have their employees’ non-work injury claims managed by their chosen TPA not only experience the benefits of having their staff members back at work sooner, but the employees, on average, are happier with the service received by the TPA.
At Gallagher Bassett we are delighted to report the survey results clearly show that employees are satisfied with the service that they are receiving from their TPA in relation to their non-work injuries.
If your organisation is currently not taking advantage of the non-work claim management offering and enjoying the associated benefits and you would like to discuss further, please contact GB’s National Accounts Manager, Jan Hayhow on +64 9 967 8210 or by email at jan_hayhow@gbtpa.co.nz
