Improving consumer experience

Just this past week Dave North, our President and CEO, reminded an audience at the Integrated Benefits Institute conference that our industry must strive for one button simplicity. Despite often being known for its complexity, our industry’s goal should be to make things as easy as possible for the people impacted when something unexpected happens – a workplace injury, property or financial loss or damage from a natural or man-made disaster, the birth of a child or another medical situation, an auto or other type of accident – and to provide the information they need as easily as possible. 

In response to this challenge, we have worked diligently to take steps toward more holistic customer service solutions with the launch of our new website and our first “virtual assistant” Carey. We live in a 24/7 world, with powerful devices at our fingertips that allow us to access information and seek support anytime. Our website has been adapted to the on-demand needs of the consumers of our services. I encourage you to explore our refreshed site and the many exciting resources now available to consumers when they need us. These tools, backed by our most valued resource – the colleagues who support those in need every day – are helping us get closer to Dave’s "one button" vision. Take a look through the website and let us know what you think.

Kathy Tazic, Managing Director Client Services, Sedgwick

New website design offers an enhanced user experience
Sedgwick recently launched a new website design that intuitively guides visitors to information and support resources, and more accurately reflects our consumer-focused approach. Our self-service tool, mySedgwick, is accessible on the website and it offers consumers quick access to claims information. The website also includes automated customer service, educational resources and details on our career opportunities and leading-edge solutions.

Key features:

  • mySedgwick – With mySedgwick, previously called viaOne® express, consumers can view details about their claim or case, and personalize their experience with configurable dashboards, alerts and push communications based on their preferences. They can easily update information and keep the process moving forward, using web or mobile access to confirm return to work dates, securely interact with their claims professional, report new claims or intermittent absences, sign up for direct deposit, search for a medical provider specializing in occupational injuries in select states, securely upload claim or medical documents, information or images, view and complete medical authorization and medical history release forms, and much more. mySedgwick offers responsive design, which adapts to any device and offers full functionality on personal computers, tablets or smartphones.
  • Automated customer service – Carey is our new 24/7 virtual customer service tool that directs consumers, job seekers and other users to targeted resources based on the information they provide via chat. 
  • Educational resources – Consumers will find helpful descriptions of the primary types of claims and cases we administer. We have also produced a brief video showing what injured employees can anticipate in the workers’ compensation process including completing medical authorization forms, provider selection, benefit payments, prescriptions, staying in touch with their examiner and returning to work. Additional Sedgwick videos will be added in the coming months.

For questions about our website, please contact your client services director at Sedgwick.

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