Address and/or Change of Name for the Injured Worker
Chief of Operational Policy, Analytics and Compliance (Signature on File)
Procedure # CP-03-11, effective 01/30/2015
This purpose of
this policy is to ensure that BWC efficiently processes an injured worker’s
(IW) request to change an address and/or a name.
This policy and
procedure applies to Field Operations staff.
A. It is the policy of BWC to process an IW’s
request to change an address and/or name whether the request is received in
writing, by phone, in person or through the Internet.
B. Parties may submit requests for change of
address and/or change of name on the Injured Worker Change of Address
Notification (C-77) or equivalent form.
C. Once the IW or field staff updates the address
and/or name in a claim, the claims management system will automatically make
the same changes in all claims attached to the IW’s Social Security Number.
D. When an IW’s social security number (SSN) has
already been systematically verified via the Social Security Administration
(SSA) cross match, the IW will not be able to change a name via the Internet
but must do so in person or in writing, providing proof of identification that
the name was changed with the SSA.
A. Staff shall verify the identity of the IW
1. Requests received by telephone
a. When an IW makes a request for a change of
address and/or name via telephone, field staff shall verify and confirm all of the following:
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, field staff shall inform the IW that the IW
i. File a written request using the C-77 or
equivalent form; or,
Change the information via the Internet;
iii. File the request in person.
2. Requests Made In-Person
a. An IW may request a change of
address and/or name at any local BWC Service Office.
b. Field staff shall verify the
IW’s identity by requiring the IW to provide two forms of identification (e.g.,
driver’s license, picture ID card, BWC identification card, social security
3. Internet and written requests: Field staff is
not required to investigate identity when requests are made via the Internet or
B. Field staff shall process the request
1. Requests for Change of Name Made Via the
a. If an IW’s SSN has already been systematically
verified via the SSA cross match, field staff shall inform the IW that the
request must be made in person or in writing, with proof that the name was
changed with SSA.
b. If the SSN has not yet been verified, field
staff shall receive notification in the claims management system that the IW
has changed his or her name via the Internet.
c. The claims management system will trigger an
automatic request for SSN cross match when an IW’s name is changed.
2. Requests for Change of Address Made Via the
a. When an IW makes an update, a systematic task
will be posted to the assigned field staff worklist.
b. When this task is received, field staff shall
review the file to determine if there are recently mailed orders or pending
exams that may require additional action as a result of
the address change. Field staff shall address these issues with the
Injury Management Supervisor.
c. Staff shall check the user ID in the address
history window to determine if the address was changed by the IW via the
3. For requests made in all manners other than
the Internet, which automatically updates all claims for the IW, field staff
shall process the request by;
a. Expiring the previous address,
b. Entering the updated address information in
all capital letters into the claims management system.
4. Field staff shall never edit a valid address
however, clerical errors with the existing address may be modified.
5. Staff shall enter an address and/or name
change in the claims management system, and the system will automatically
update all other claims attached by the social security number of the IW.
6. When an IW’s SSN has already been systematically
verified via the Social Security Administration cross match, field staff shall
not change a name in the claims management system. See the Social Security
Numbers policy for more information.
7. When field staff enters a change of address,
the claims management system will automatically send the “Notice of Address Change” letter to the IW’s old address. The letter
advises the IW to contact BWC at 1-800-644-6292 if the address has not changed.
This correspondence may be viewed at the customer level.
C. Validating IW address when BWC receives return
1. If correspondence sent to the
IW is returned by the post office due to incorrect mailing address, field 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; and/or
c. Contacting the employer of
d. Contacting the MCO; and/or
e. Contacting a treating
Review claims documents
filed within the last 30 days to determine if a current address is noted;
g. Researching the Internet and
2. If field staff has exhausted
all reasonable effort as listed above and is not able to obtain a valid current
address, field staff shall work with his/her supervisor to determine next
D. Field staff shall contact the Special
Investigations Unit if fraudulent activity is suspected.