Delay in deciding expense payments

A worker’s representative contacted the Commission about a lengthy delay in a manager’s response to letters requesting a review of a decision to deny the worker’s medical expenses and transportation costs.

A Commission specialist contacted the manager who addressed both the immediate issue and the broader concerns. The manager reported he had not received the representative’s letters and:

  • contacted Central Claims Processing about the mail protocol breaches
  • directed the claims adjudicator to take immediate action and report to the manager
  • monitored the case
  • telephoned the representative to apologize for the service gap and to report on the action plan and timeline for resolution.