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Customer Story

EML Puts Interactive Video Technology to Work Improving Client Engagement

Although Australian claims manager EML has been managing workplace injury claims for more than a century, they have only been an agent in Victoria since 2016. That was when workplace insurance regulator WorkSafe Victoria appointed EML Vic Pty Ltd as one of its agents to manage employers’ WorkCover insurance and injured workers’ compensation claims in that state.

EML began looking for new approaches to add value for their clients, differentiate its service offering to injured workers and improve return to work outcomes.

“The workers compensation industry is ripe for innovation,” says Helena Swindells, EML’s customer experience manager for Victoria. “We want to bring something different to the market, so we’ve been looking at how the business operates and how we manage our clients’ claims. We’ve given a lot of thought to how people want to interact with us and have looked to find new ways to give our clients that choice.”Traditionally, insurers’ communications with injured workers have taken place over the phone or in writing, and clients have been expected to digest very complex claim information by reading lengthy documents. EML found that these channels didnot work best for every client.

“We interact with a huge range of people,” Swindells says. “Some prefer to talk over the phone or meet face-to-face, while others prefer communications that they can access at their convenience. We looked for a technology solution that would present information about claims in a straightforward and engaging manner, providing the details people need without bombarding them with information.”

EML worked with Precisely and Sydney-based design studio IVEO to create an EngageOne Video solution that would introduce injured workers to the workers compensation scheme and answer common questions about the process of having a claim. The solution would run in the cloud, so no on-site deployment or maintenance would be required, but it would need to meet WorkSafe privacy requirements pertaining to the types of data EML could store in the cloud.