Workcover isurance case manager are, in my opinion, for the most part, not very nice people in a tough job. They are caught in between the workcover insurance company that wants them to control the claim costs, and you, the claimant, who wants the best or most reasonable benefits you are entitled under the law.
But I’m not nearly as concerned about them as such, I mean, most case managers, as a disillusioned rehab provider observed are ” between the age of 35 – 50 and female… by their anger, frustration and sheer resentment I wouldn’t be surprised if they are also divorced and extremely bitter.” The thing is, If they don’t like their job, they can quit. Nobody is forcing them to be case managers, duh!
I’m mostly concerned about you, the “Worker”, the “claim number”, the injured person, and that includes me.
Let’s face facts here, workcover insurance companies play games and have scams that they use to delay claims and minimise payouts, medical and like treatments and settlements. Injured workers are usually placed under pretty severe financial hardship when they have a workcover claim, especially if the injury is severe and they are unable to return to work or at least for a long time.
Few of the injured people I’ve ever met who had orhave a workcoverclaim could or can afford their day to day living expenses, let alone their medical costs etc. out of their own bank account. Most of the time, people depend upon the benefits and eventual restitution they receive from the insurance company.
Workcover insurance companies know this, and rely upon it. They know that delays will place pressure on injured workers (and their families) and that makes them more willing to accept less benefits, fore-go certain entitlements (e.g physio, home help, special appliances etc) , pay for medical account themselves, accept lower settlements offers etc.
Yesterday I posted a blog about a nasty, most evil email my case manager sent me (probably by mistake, as it was addressed to the RTW coordinator). This blog post has been proven to be very popular (many many people have read it) and today, after having spent an entire night brooding about it, I want to put a spin on that article and make a more obvious point and that is: How can we best deal with a workcover case manager?
The following tips were emailed to me anonymously by an anonymous “insider”:
Dealing with workcover case manager
When you are dealing with a (nasty) workcover case manager, make sure that you are ALWAYS pleasant, well-mannered, and polite. You can’t control them, but you CAN control YOU.
You need to “nice them to death!” Make sure you are doing the following:
- If you have to deal with the case manager via phone, speak calmly whether in person or by phone, no matter what your level of frustration may be. Record the telephone conversation.
- It is best to avoid phone discussions where possible and ensure all is done in writing, that way you have evidence of what was ‘said’ and by ‘whom’.
- Make your requests for payment, documents or any other requests politely, and make them in writing.
- Be firm but respectful when you are using a claim strategy. Being demanding will only make the case manager feel threatened, and he will want to resist your demand to prove s/he cannot be controlled by you.
- When you write a letter, be sure that you are polite and respectful. Simply state what you want them to do and remember to say “please” and “thank you”…just like your mother taught you.
- Do not, under any circumstances, lose your temper! Words said in anger are impossible to retract. You can apologise as much as you want, but better to say things for which you will not have to apologise. Be in control. If you feel like blowing up at your adjuster, end the meeting or phone conversation and come back another time to finish your business.
Any other ideas and tips?