The last two years has been a challenging time for providers of disability coverage around the world, and that was no different for Pacific Blue Cross. With the rise of the Omicron variant in early 2022, the volume of short-term disability claims increased 38% compared to the previous year.

We have been actively transforming our Work & Wellness practice to better serve you and your plan members. To address increased claims volumes, we have:

• Hired additional case managers and support staff. Expanding our team will help keep our caseloads low so we can deliver on our service commitment to you, even when claims volumes increase.
• Restructured our Work & Wellness team to fit your unique needs. Our team has been realigned so that we have groups of staff servicing clients with similar needs. This will allow us to better understand your team to ensure a smooth disability management process.
• Planned some exciting new initiatives for 2023. In addition to changes to our team, we also have some exciting new health and wellness initiatives in the works to support your plan members.

One of the most stressful circumstances for disability claimants is uncertainty around how they will meet their financial obligations while they are off work.

To help expedite claims adjudication and improve transparency during the early stages of a claim, we are piloting a new role called the Claims Concierge. Our goal is to have an accessible contact on the Work & Wellness team to guide the plan member through the initial disability management process and help them avoid additional stress and anxiety during an already difficult time.

The Claims Concierge is responsible for regular communications with new claimants when they are submitting claim information at the start of a claim. They will help plan members understand the claims process and ensure their forms are completed as thoroughly as possible.

The Claims Concierge is being piloted with a limited number of plan sponsors. We’ll reach out to you directly if the role is available for testing with your plan. Once we have gained adequate insight from the pilot, we’ll be rolling out the new service to select plans. We’ll keep you posted about the pilot and launch of the Claims Concierge role over the course of the year.

Challenges with mental health continue to drive costs to employers around the world. To help create a culture that supports the mental health of employees, we are pleased to offer a refreshed approach to Mental Health First Aid (MHFA) training. 

MHFA is the help provided to a person developing a mental health concern, experiencing a mental health crisis, or a worsening of their mental health. Just like physical first aid is provided until medical treatment can be obtained, MHFA is given until appropriate support is found or until the crisis is resolved.

We offer access to MHFA training for clients looking to make a meaningful contribution to the mental health and wellness of their employees. Individuals who complete MHFA training have a greater recognition of mental health concerns and are equipped with the practical tools and confidence to provide help to others, whether it be through a preventative conversation or in response to an emergency. Training is available both virtually and in person.

Contact your Account Executive to find out more or to receive an estimate for training for your organization.