Customer Service

The unit serves policy holders, brokers, agents, service providers, claimants and other callers to SWIF by taking the initial information pertaining to underwriting, claims, medical bills, auditing, and other issues within the fund. The customer service unit is able to completely address about 82 percent of calls without transfers. When more complex issues or situations arise, customer Service will then transfer the call to the correct area to address the caller’s needs.

 

This new unit has alleviated a large volume of calls from the underwriting, auditing, accounting, and claims units. This allows those departments more time to process work.

 

The customer service unit is crossed trained to answer SWIF’s toll-free first report of injury line. Upon receiving information, or becoming aware of a work related injury or disease, the employer must call SWIF’s toll-free hotline at 1-888-388-7943. To prepare for this call, review SWIF's Telephonic Reporting Questionnaire. Providing accurate and complete information helps SWIF investigate the claim and make a fair and timely decision. The injury report must be reported even if the employer has doubt about the injury or disease. The employer should notify SWIF if there is reason to doubt the claim. SWIF will determine if the claim should be paid.