Claims Resources
BHHC is committed to providing superior administration of workers' compensation claims, and we place substantial emphasis on quality claim handling.
BHHC has established a systematic approach to maintaining quality. Our multi-faceted claims organization is structured to ensure that our employees are provided the necessary tools to perform at optimal levels and are taking the necessary steps to maximize overall claim performance and cost savings.
- CLAIM ADMINISTRATION: BHHC has offices in San Francisco, Pasadena and San Diego in order to effectively service our insureds. Claims will be assigned to one of these offices based on geographic proximity to the employer's reporting location. Workloads are balanced between the various locations and carefully monitored to maintain productivity. In addition, multiple locations offer a strong disaster recovery solution for our organization.
- 24-HOUR ACCESS: BHHC provides its insureds and brokers with an "800" telephone number, a fax number, an e-mail address and an on-line reporting form that provide 24/7 access to new loss claim reporting and claim handling for catastrophic loss claims. Our network of managed care professionals and investigators team with our claims professionals to handle after-hour emergencies.
- BILINGUAL STAFF: To better serve our customers and their employees, nearly one third of our staff is bilingual. We have hired qualified claims personnel that speak the primarily languages reflecting the cultural diversity of the California workforce including Spanish, Tagalog, Portuguese and Italian.
- WORKLOADS: BHHC examiners have an average caseload of 130-140 cases per examiner. The lower caseloads allow for higher quality claim handling and distinguish BHHC from our competitors who average 150-200 cases per examiner.
- COST CONTAINMENT: A key element to reducing the cost of workers' compensation claims in California is having experienced and proactive staff specializing in specific areas of cost containment. Our philosophy and industry experience have shown that specialized resources work best to achieve optimal results.
- PLAN OF ACTION: BHHC has established an on-line Plan of Action (POA) screen within the Producer Portal (accessible through the BHHC website). This POA provides an overview of the claim, outlining the facts of the incident, our investigative efforts, potential exposure, current diagnosis, treatment plan, disability status and our proactive plan for resolution. The POA also includes a complete breakdown of the amounts paid as well as amounts reserved.
- CLIENT SERVICES TEAM: BHHC's Client Services Team leads the industry in proactive and quality claims services. This team's sole objective is to provide our customers with a highly professional contact who has the responsibility of ensuring our clients 100% satisfaction. Client Services handle any client inquiries and provide a single contact point where the client can obtain any and all necessary information. Our team is there to provide support and answers and will travel around the state to perform face-to-face quarterly and annual claims reviews as well as individual client training. Client Services is a leading customer care initiative and will tailor their efforts to the needs of each client.
- LARGE ACCOUNT TEAM: Designed to service our large account customers (greater than or equal to $200,000 in standard premium) by assigning a client services manager who will facilitate an initial set-up meeting and act as the single point of contact, and by providing dedicated claims examiners, lower caseloads, quarterly claims reviews and annual unit stat reviews.
- EMPLOYEE TRAINING: BHHC is a premier leader in workers' compensation claims education in the state of California. Employees at BHHC are offered a variety of classes and seminars on a frequent basis to enhance their skills as claims professionals. Our curriculum was so comprehensive that it was used by the Dept. of Insurance as a guide when developing the new state education requirements for the workers' compensation insurance industry under Ins. Code 11761.
- SPECIALTY DEPARTMENTS: Managed Care, Nurse Case Management, Return to Work, Recovery Services, Special Investigative Unit, Litigation Management and Bill Review. These departments consistently differentiate BHHC from the competition, enhance service to our clients, and produce results that we will match against anyone in the industry.
By providing a high level of service, support and treatment to the injured employee, BHHC actively promotes the injured worker's return to full health and earliest return possible to the workplace.