Insurer Rehabilitation Initiative of the Year - whiplash/minor injury


QBE European Operations - Riddor Triage Service. Since 1999, QBE has been offering clients a comp...

QBE European Operations - Riddor Triage Service.

Since 1999, QBE has been offering clients a comprehensive rehabilitation process with its Minor Injury Management Service but it was the insurer's refusal to rest on its laurels and constantly strive to improve outcomes for clients that made the judges single out its latest initiative as a worthy winner.

Having embedded a challengingly high return-to-work target in the contracts of its rehabilitation service providers, QBE is committed to ensuring the maximum number of employees can access its services as quickly as possible. This led to the implementation of Riddor Triage in 2007, a new front-end online capability that allows clients to notify QBE of a workplace injury at the same time as fulfilling their statutory Health and Safety Executive Riddor requirements. As a result, average lag times from injury to the insurer being informed have fallen, in some cases, from more than three months to less than two weeks - or even days.

To date the new system is, on average, converting 30% of Riddors into full MiMs cases, avoiding the risk of some cases not being reported, which may not only jeopardise early intervention but may result in the case getting missed entirely.

Previously, many of those who had suffered a minor injury were not brought into the rehab process until three months after the incident - the time at which, from a clinical perspective, it has become a chronic case. The speeding up of access means the benefits of rehabilitation will have increasingly positive effects on RTW times and outcomes. Ten major risk clients are already benefiting from the initiative's roll out with plans to extend this.

One client's experience, Geopost, testifies to the initiative's success. In the nine months since Riddor Triage was implemented, the number of employees accessing MiMs has increased by 56% compared to the last five years under the standard service.

And Geopost's comments say it all: "QBE is at the forefront of delivering an effective, efficient and economic rehabilitation scheme. It is seen as a 'must-have' by the business and feedback from employees and managers alike demonstrate how valued the scheme is."

SponsoredBY HCML

Finalists 2008
- QBE European Operations
- RSA Care
- Travelers.

Winning words

Rosie Corless spoke of QBE's delight at winning the insurer initiative award for whiplash and minor injury: "A huge amount of work by our claims rehabilitation team went in to developing the online Riddor Triage service. It is a ground-breaking service that enables our clients to report their injuries online and gives them access to advice and treatment quicker than before, which ultimately greatly improves their wellbeing and also the financial and resource impact of their injuries on their employers. It is very gratifying to receive this endorsement from our peers with QBE seeing this as a challenge to raise our standards even further."

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