The Compounding Effect of Social Media on Claims

• Crystal Chancey – Claims Manager | Publix Super Markets, Inc.
• Steve Figliuolo – Corporate Claims Manager | Chick-fil-A, Inc.
• Vince Voss – Vice President | Sedgwick SIU

Using Social Media to Investigate

70% of employers will currently use social media as an investigative tool for claims. Even when an individual is not participating in social media, there are still methods of exploration through tags, third-party links, and friends’ profiles. Social media photos are time and date stamped and can contradict what an injured worker may state within the documented injury report. Employers should always run a social check before scheduling field efforts, which is a more pointed approach for success.

While younger generations will certainly have a larger representation on social media, it is important to note that older generations (Baby Boomers and Gen X) are still active. Engagement varies by site.

Investigation’s Role in Advocacy

Surveillance and documentation’s intent is always unbiased. It is meant to observe what the injured worker is doing outside of their day-to-day work activities. When everything is consistent with the injury, and the injured worker is presenting exactly how the doctor is seeing them, then the best decisions can be made for their treatment and recovery. However, when their activities vary greatly in surveillance versus what a doctor is reporting, then the validity of the claim is put into question.

Utilizing Investigative Results

Not every claim requires an in-depth investigation that involves social media, but it can help move a claim forward. There should be indicators that provide insight into whether or not social media investigation is even necessary. TPAs should use their resources and history of claims trends to understand when a deeper dive is required. These types of investigations should be seen as an investment in claims management, as it can make a difference in how an organization treats future claims and may reduce potential claim costs.