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When a claim is reported, the parties involved are promptly contacted to investigate and assess the loss, and explain and provide guidance about the settlement and compensation process. Our
claims professionals oversee each claim throughout the process.
Specialized Programs and Services
- Toll Free Claims Reporting: Report claims toll
free via fax to our local claims
office or via phone at 1-800-690-5520
24-hours a day, 365 days a year.
- Claims Information Access (CIA): An on-line claims information system.
- Special Handling: An Automated Special Handling System transmits claim handling commitments to the appropriate C&F claims associates.
First Party Property Claims
We respond quickly to first party property claims, conducting timely inspection and prompt assessment of damages to minimize the financial impact on our policyholder's business. Our overriding goal is to get the policyholder back to normal operations as quickly as possible.
When Disaster Strikes
Whether it's a large fire, hurricane, tornado, or other major disaster, our General Adjuster (GA) Program and Catastrophe Team are only a phone call away.
Our quick response program places an experienced GA
in touch with the policyholder within hours of initial contact and at the site of the loss generally within 48 hours or less. The GA provides expert assistance, and has the authority
to make decisions on the spot.
The keys to our success have been and will continue to be:
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Timely contact with our agents or brokers to assess the extent of loss and establish lines of communication
- Timely assessment of damages
- Contact with all affected policyholders within 24 hours of notice of loss
- Prompt loss inspections and claim payments
Workers' Compensation Claims
When Employees are Injured
Crum & Forster®'s claims professionals manage claims through a blend of disciplined investigation and
state of the art medical management. Investigation begins the day a claim is received.
Medical Management Program Components
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Panel Posting of preferred medical providers specific to all employer locations accelerates the treatment process and return to work potential
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Medical Bill Review in accordance with each state's Workers' Compensation law
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Telephone Case Management ensures that, where
appropriate, a trained medical professional (typically a nurse) works closely
with the injured employee, employer, medical provider(s) and claims adjuster
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Utilization Review is the process of ensuring that the proposed
treatment plan is appropriate for the extent of injury suffered by the employee
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Preferred Provider Networks of medical providers who specialize
in occupational injuries and illness
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National Diagnostic Testing Referral Program is a specialized
MRI/CT-Scan network made up of providers throughout the country accessible through a toll free number
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Durable Medical Equipment and Mail Order Pharmacy provides durable medical equipment to injured employees at wholesale price levels. Similarly, an injured employee receiving medication for an extended period of time can utilize
our mail order pharmacy program with direct billing to Crum & Forster®
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Rehabilitation Nurse Services provide intensive, in-person medical
management of complex claims. Nursing professionals meet with the injured worker and
agree on treatment plans with the medical providers to help the injured worker reach the highest level of functionality as quickly as possible
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Catastrophic Case Management is initiated when a catastrophic injury
occurs. This type of injury often requires highly specialized, extensive care and our
program provides such care at the top medical facilities in the country
Liability Claims and Litigation
When Claims are Made Against an Insured
Crum & Forster® liability claims professionals are focused on protecting the interests of our policyholders when others submit a claim or file a lawsuit against them for alleged injuries or damages. We contact all parties involved upon receiving the notice of loss to begin our investigation and determine our policyholder's legal liability.
While Crum & Forster® claims professionals are constantly focused on litigation prevention, we are prepared to aggressively defend our policyholders when the circumstances dictate. At Crum & Forster® we involve our policyholders in the litigation process to maintain optimum communications and a collaborative approach to resolution.
The main components of our Litigation Program are:
- Experienced claim professionals
- Comprehensive claims handling and litigation guidelines to ensure prompt evaluations and implementation of appropriate claim disposition strategies
- Use of Alternate Dispute Resolution under appropriate circumstances
- A carefully selected nationwide panel of qualified defense firms
- Integrated Defense Plans to manage discovery, control costs, and prepare the case for appropriate resolution
- A comprehensive legal fee review program
Quality Assurance
Crum & Forster® is focused on quality claims handling and resolution that translates directly into bottom line savings
for our policyholders.
Our goals for quality are simple:
- Timely initial contact with policyholders and claimants to promote early resolution at appropriate costs
- Management of expenses
- Timeliness of investigation, evaluation, and resolution
- Litigation prevention and containment measures
- Compliance with special handling commitments
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