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Policy and Procedure Name:
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Change of Address or Change of Name for the Injured
Worker
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Policy #:
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CP-03-11
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Code/Rule Reference:
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None
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Industrial Commission (IC) Resolution/Memo
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None
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Effective Date:
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06/01/2022
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Approved:
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Ann M. Shannon, Chief of Claims Policy and Support
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Origin:
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Claims Policy
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Supersedes:
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Policy # CP-03-11, effective 05/06/2019
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History:
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Previous versions of this policy are available upon
request
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Table of Contents
I. POLICY PURPOSE
II. APPLICABILITY
III. DEFINITIONS
Social Security Cross-Match
IV. POLICY
A. Requests
for IW Address and Name Changes
B. Verification
of IW’s Identity
V. PROCEDURE
A. General
Claim Note and Documentation Requirements
B. Verifying
the IW’s Identity
C. Processing
IW Address and Name Changes
The purpose of this policy is to ensure that BWC efficiently
processes an injured worker’s (IW) request to change an address or a name. This
policy and procedure should not be interpreted as prohibiting BWC staff from
referring to an IW by their preferred name or pronouns.
This policy applies to all BWC staff involved in the
processing of IW address and name changes.
Social Security Cross-Match:
The electronic receipt of information from the Social Security Administration
(SSA) that provides the name, date of birth, date of death (if applicable), and
any social security benefits paid to the individual associated with that SSN.
Used by BWC to validate information in the claim file and/or to calculate
temporary total compensation (TT), permanent total disability (PTD) and/or
Disabled Workers’ Relief Fund payment rates.
1. It
is the policy of BWC to process requests for IW address or name changes only
when the request is made by the IW or IW representative.
2. BWC will
process a request to change an IW’s address or name when the request is
received:
a. In
writing on the Injured Worker Change of Contact Information (C-77) or
equivalent; or
b. In
person at any BWC Service Office.
3. In
addition to the abovementioned submission methods, BWC will also accept
requests for a change of address:
a. Online;
or
b. By
phone.
1. BWC will
verify the IW’s identity when requests for change of address or name are made:
a. By
phone; or
b. In
person.
2. BWC will
not verify the IW’s identity when requests for change of address or name are
made:
a. Online;
or
b. In
writing.
1. BWC
staff will refer to the Standard
Claim File Documentation and Altered Documents policy and procedure for
claim note and documentation requirements; and
2. Must
follow any other specific instructions for claim notes and documentation
included in this procedure.
1. Telephone
Requests
a. When
an IW calls to request a change of address or name, claims services or customer
contact center staff will verify and confirm all of the following:
i.
Claim number;
ii. Date
of injury;
iii. Social security
number;
iv. Date of
birth; and
v. Previous
address.
b. If
the IW cannot provide all of the above information, claims services staff will
inform the IW that they:
i.
Must either:
a) File
a written change request using the C-77 or equivalent; or
b) File the
change request in person.
ii. May
also file online, if the request is for a change of address.
2. In-Person
Requests: Claims services staff must verify the IW’s identity by requiring the
IW provide two forms of identification (e.g., driver’s license, picture ID
card, BWC identification card, social security card).
3. Written
Requests: Claims services staff must ensure that there is a valid IW signature
on the C-77 or equivalent.
1. Prior
to processing an IW address or name change, claims services (or customer
contact center) staff must ensure that the IW’s identity has been verified, as
described in Section V.B immediately above.
2. IW
Address Changes
a. For
address change requests made via methods other than online, claims services or
customer contact center staff will:
i.
Expire the previous address; and
ii. Enter
the updated address information into the claims management system.
a) Upon
entering the change of address, the claims management system will automatically
send the Notice of Address Change letter to the IW’s old address.
b) The letter
advises the IW to contact BWC if their address has not changed.
b. Upon
receipt of a work item or upon learning that the IW’s address has been changed,
claims services staff must:
i.
Check the user ID in the address history window to determine if the
address was changed by the IW online;
ii. Review
the claim file to determine if there are recently mailed orders or pending
exams that may require follow-up with the IW and additional action (e.g.
resending order or rescheduling an exam); and
iii. If necessary,
address IW notification issues with their supervisor.
c. Claims
services staff will never edit a valid address unless modification needs to be
made due to clerical errors with the existing address.
d. Validating
IW’s Address When BWC Receives Returned Mail
i.
If correspondence sent to the IW is returned by the post office due to
incorrect mailing address, claims services staff shall attempt to find a new
address for the IW by:
a) Contacting
the IW by phone;
b) Contacting
the IW’s representative by phone;
c) Contacting
the employer of record;
d) Contacting
the MCO;
e) Contacting
the IW’s current treating provider(s);
f) Reviewing
claims documents filed within the last 30 days to determine if a current
address is noted; or
g) Researching
online.
ii. If
claims services staff has exhausted all reasonable effort as listed above and
is not able to obtain a valid current address, claims services staff will work
with their supervisor to determine next steps.
3. IW
Name Changes
a. Upon
receipt of a request, in person or in writing, from an IW to change their name,
BWC staff must verify that the IW has provided the appropriate proof of a legal
name change.
i.
BWC will not process a request to change the IW’s name until the IW
provides proof of either:
a) A
name change with the SSA; or
b) A court
order or judgment granting a legal name change.
ii. If
claims services staff has any questions about whether the proof provided by the
IW meets the above criteria, they will staff these issues with a BWC attorney.
b. If
the IW has a SSN attached to their customer record, claims services staff will
complete a SSA cross-match to verify that the IW’s name is changed with the
SSA.
i.
If the SSA cross-match is returned and the IW’s new name matches the
name that shows in the error report returned from SSA, claims services staff will
add the name to the IW’s customer record, which triggers the claims management
system to add the IW’s previous name as an alias.
ii. If
the SSA cross-match is returned and the IW’s new name does not match their
social security number, claims services staff will staff the issue with a BWC
attorney to determine whether:
a) The
IW’s new name can be updated in the IW’s customer record; or
b) Claims
services staff should set a work item to run another SSA cross-match at a later
date prior to updating the IW’s customer record.
4. Once
the IW’s address or name is updated in the IW’s customer record, claims
services staff does not need to manually update each claim attached to the IW’s
record. The claims management system will automatically make the same changes
in all claims attached to the IW’s record.
5. Claims
services staff will contact the BWC Special Investigations Unit if fraudulent
activity is suspected.