Claim FAQs

Frequently asked questions about claims

We hope you find these FAQs helpful. But, if you still have questions, please call us at 1-800-877-1111, select 1 for workers’ compensation and then select from our prompts.

New Claims

My employee was injured at work, what do I do?

When your employee is injured, first make sure they get the medical treatment they need. Call 911 for any emergency situation.

Based on the nature and severity of the injury, we suggest you decide if an urgent care clinic is appropriate. In some instances, the nearest urgent care option may be the emergency room. After providing your employee with medical treatment options and facility information, report the injury to ICW Group.

You can find step-by-step information and forms on our Report a Claim page.

I just reported a claim – what happens next?

Once you’ve initiated a workers’ compensation claim with us, you’ll be contacted by your Claims Examiner for additional details within 2 business days after we receive your claim. If you have a California or Illinois claim with lost time, an examiner from our specialized Triage Unit will be assigned to assist.

Learn more about the Claims Process in From First Report to Return to Work and our Specialized Claims Triage Team.

How do I find out who my Claims Examiner is?
Your Claims Examiner will contact you within 2 business days after we receive your claim. At this time, they’ll provide you their name and contact information. Within one week of reporting your claim, you may find your Claims Examiner information online by reviewing your Loss Run Reports and Claim Summary Reports in myResource.
How do I gain access to my loss runs and claims reports online?

Both loss runs and claims summary reports are available in ICW Group’s myResource system.

If you don’t yet have an account, apply for one today using Request a myResource Account. Please note, you must be provided permission by an Owner or Officer of your Company to access these reports.

Medical Bills

I received (or my employee received) bills related to this claim. Where do we send them?

For all medical treatment related bills, send to ICW Group, P.O. Box 2965, Clinton, IA 52733-2965.

For other claim related bills or reimbursement requests, send to ICW Group, PO Box 509039 San Diego CA, 92150-9039. Or, you may fax these to 858.350.2755.

Do I have the option to pay the medical bills myself, and not report the injury to ICW Group?

No. All work-related injuries with medical treatment must be reported to ICW Group. If you, or your employee receive a medical bill related to a work injury, please forward it to ICW Group for payment consideration.

For all medical treatment related bills, please send to ICW Group, P.O. Box 2965, Clinton, IA 52733-2965.

Lost Time

How do we get our employee back to work?

Be sure to inform your Claims Examiner if you’re able to accommodate modified duty. They’ll convey this information to the doctor and inquire if the employee is able to perform work with modified restrictions. Your Claims Examiner can help walk you through this process to get the best possible outcome.

To understand more about Return to Work programs and what you can do, see The Road Back to Work: Building a Successful Return to Work Program.

Why is the wage statement needed?
For any injury resulting in lost time or permanent partial disability, regardless of whether your employee has returned to work, we may be required by law to obtain historical wage statements for up to 1 year from date of injury. This wage statement allows us to confirm your employee’s compensation rate and determine the regulated benefit rates for their jurisdiction.
How soon will my employee get paid wage loss benefits?
As a general rule and depending on the claim jurisdiction, benefits are issued approximately 14 days from the first day of disability.
Why should we offer light duty in writing when the injured worker already agreed verbally?

If your employee declines the offer or does not show up for work, you’ll have written documentation of a good faith offer of work as well as documentation showing that the employee had knowledge of the offer. The workers’ compensation benefits owed to the injured employee may be impacted.

To help, we offer several references in our The Road Back to Work: Building a Successful Return to Work Program.

Is my injured employee’s claim eligible for settlement?
It depends – there are a number of factors that determine whether a workers’ compensation claim is eligible for settlement. Since this could vary by jurisdiction, it’s best to contact your ICW Group Claims Examiner with questions regarding settlement.
My employee has permanent restrictions caused by their injury. Am I required to take them back and what is the process for addressing this?

Making permanent accommodations for an injured employee’s work restrictions is considered an employment action. To help you with these types of Human Resource questions, ICW Group provides HR OnDemand® – included free with your policy. Use this service to gain expert HR advice via phone, email or online.

For more information on this helpful service, visit our HR OnDemand page.

Why can’t we stop benefits after an injured worker has been terminated from employment?
By law, terminating an employee doesn’t end our responsibility to continue workers’ compensation benefits to which they are entitled.
What is Permanent Disability and why is our employee getting paid Permanent Disability while working full duty?
Permanent Disability or Permanent Impairment is a statutory workers’ compensation benefit that employees are entitled to receive in many states. Benefits typically start at the time of maximum medical improvement or when the employee is released from their physician’s care. These benefits are owed to the employee even if they return to work in any capacity.
The physician has provided a release for my employee to return to full duty work, so why is medical treatment continuing?
Often, a physician will not indicate an employee has achieved “maximum medical improvement” (MMI) until the employee has demonstrated their ability to perform full duty work for several days or weeks, depending on the nature of the work. Until then, we’re required to provide reasonable and necessary medical care.
Why can’t my claim settle or close now?
Our top priority is to ensure your employee has reached the end of the healing period. We make every effort to settle or close every workers’ compensation claim as quickly as possible. If you have any questions or wish to discuss this further, please contact your Claims Examiner.
Could you help me better understand the length of time my employee’s claim has been open?

There’s no set length of time for a workers’ compensation claim. The duration depends on the complexity of the issues surrounding it, the resolution strategy and jurisdiction.

Some claims involve simple injuries that require minimal treatment, if any, and may be closed as soon as medical payments are issued. Others may be more complex and involve serious injuries with extensive medical treatment needs, vocational rehabilitation, subrogation, hearings, third-party actions, death, fraud, etc.

For most cases, a workers’ compensation claim is never really “closed” as there are various applicable statutes of limitations laws, depending on jurisdiction. For example, a case may reopen if the work injury or condition worsens. Some cases conclude when the injured worker accepts a full and final settlement offer designed to settle all remaining issues, and or current and future claim benefits.

How will I know when a claim closes?
You can quickly learn the status of the claim by referring to your online loss run reports, accessed through ICW Group’s myResource. If you have questions about accessing loss run reports, Loss-Runscontact the Service Center of Excellence.

Suspected Claim Fraud

What if I suspect a claim is fraudulent?

First, express your concerns with your Claims Examiner – they can help answer any questions. After you speak with your examiner, you can also call the ICW Group’s Fraud Unit, 855-ICW-FRAUD (855-429-3728). They’re experts in this area and are available to help answer any questions or concerns you may have regarding suspected fraud.

For helpful Fraud resources and tools, see the Fighting Fraud page. Be sure to download the R.E.P.O.R.T. Worksheet to help guide your Investigation and view the 10 Ways You Can Prevent Fraudulent Claims for additional advice.

Does ICW Group review my claims for fraud?

Yes. EVERY claim processed is automatically reviewed for fraud within 24 hours and vetted using 3,000 data points. Also, all claims are automatically checked for signs of fraud multiple times throughout the life of the claim.

See The 8 Ways We’re Extra Tough on Fraud for additional information.

If I suspect fraud, can we do our own surveillance?
We can do this for you! Surveillance is a useful tool which is commonly used by ICW Group to investigate suspicious claims. While inhouse security systems are very helpful, we discourage customers from conducting outside surveillance or using private investigator firms, as there may be legal implications.
Why doesn’t ICW Group do surveillance on every claim?
By law, we must be able to demonstrate reasonable suspicion of fraud prior to conducting any surveillance. However, most claims are valid and therefore, surveillance is not appropriate nor legally allowed on every claim.
What is the difference between red flags, suspected fraud and fraud?

Red flags simply means there are suspicious actions that may necessitate further investigation. Suspected fraud occurs when we feel we’ve identified a deliberate, provable claim misrepresentation, which allows us to submit the claim to law enforcement for a criminal investigation. The final verdict of whether a claim is fraud is decided by the court.

See the Top Ten Red Flags of Work Comp Fraud for additional information.

Why are we paying wage loss benefits and providing medical treatment when the claim is questionable?

The requirement to pay wage loss benefits and provide medical treatment varies depending on jurisdiction. In many jurisdictions, we’re required to continue benefits until clear and convincing evidence can be gathered to defend against the claim(s) being made. ICW Group partners with you in the investigation of questionable claims, gathering any available evidence which may assist in the proper defense of the claim.

For helpful Fraud resources and tools, see the Fighting Fraud page.

Human Resource Related

My employee has questions about their claim, how can I help?
Your Claims Examiner will be happy to assist with answering all of your employee’s questions. Simply contact us – we’re happy to help!
Can I contact my injured employee to see how they’re doing?

Yes! In fact, staying connected with your employee after an injury shows compassion, fosters a trustful relationship and can help minimize claim costs.

To easily send thoughtful messages and provide helpful materials, see our “On the Road to Recovery” Ecards, available in both English and Spanish.

How are Employee Health Care premium payment handled while they’re out of work?

Of course, injured workers on workers’ compensation have all their related medical treatments covered. However, your employee’s health insurance is separate from workers’ compensation and are not covered as part of the benefits. Thus, these premium payments still need to be made to continue that coverage. How this is handled is an employment decision. To help you with these types of Human Resource questions, ICW Group provides HR OnDemand® – included free with your policy. Use this service to gain expert HR advice via phone, email or online.

For more information on this helpful service, visit our HR OnDemand page .

Our employee had pre-planned vacation before they were injured – what happens now?
Depending on the claim jurisdiction, an employee who accrues sick leave and vacation may be permitted to use the accrued time to supplement temporary disability payments. Please contact your examiner to learn more.
Is there a resource for learning the details on the rules about keeping a job open for someone who has been hurt at work?

Yes! ICW Group offers HR OnDemand as a free service to all our current policyholders for assistance with employment related questions. You can call them between the hours of 8am to 7pm Central Time, Monday through Friday at 1-855-473-6782.

For more information on this helpful service, visit our HR OnDemand page.

Alternatively, you may want to contact an employment attorney.

Can we learn more about terminating someone who has a workers’ compensation claim?

ICW Group offers HR OnDemand as a free service to all our current policyholders for assistance with employment related questions. You can call them between the hours of 8am to 7pm Central Time, Monday through Friday at 1-855-473-6782.

For more information on this helpful service, visit our HR OnDemand page.

Alternatively, you may want to contact an employment attorney.

Can I get a list of my claims, reserves, and status?

Yes! Simply access your Claim Summary Reports and Loss Reports using myResource. Please note, you must be provided permission by an Owner or Officer of your Company to access this confidential information.

Need a myResource Account? See Request a myResource Account.

Can I get an updated loss run?

Of course! Quickly access your Loss run and Claim Summary Reports using myResource. If you have questions about loss runs, Loss-Runscontact the Service Center of Excellence. Please note, you must be provided permission by an Owner or Officer of your Company to access this confidential information.

Need a myResource Account? See Request a myResource Account.

Can ICW Group use our departmental / location codes in your claims system and loss runs?
Yes! Since this involves policy coordination, please contact your Agent/Broker so they may work with the assigned Underwriter in making this possible for you.

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