and Procedure Name:
of Address and/or Change of Name for the Injured Worker
Percy, Chief of Operational Policy, Analytics and Compliance (Signature on
and Procedure # CP-03-11, effective 01/30/2015
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.
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
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:
i. Claim number;
ii. Date of injury;
iii. Social security
iv. Date of birth;
b. If the IW cannot provide all of
the above information, field staff shall inform the IW that the IW must:
i. File a written request using the C-77
or equivalent form; or,
ii. Change the information via the
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 card).
3. Internet and written requests:
Field staff is not required to investigate identity when requests are made via
the Internet or in writing.
B. Field staff shall process the request
1. Requests for Change of Name Made Via
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
2. Requests for Change of Address Made
Via the Internet
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
c. Staff shall check the user ID in
the address history window to determine if the address was changed by the IW
via the Internet.
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
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
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
C. Validating IW address when BWC
receives return mail
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; and/or
b. Contacting the
IW’s representative by phone; and/or
c. Contacting the
employer of record; and/or
d. Contacting the
e. Contacting a
treating provider; and/or
f. Review claims
documents filed within the last 30 days to determine if a current address is
g. Researching the
Internet and phone books.
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 steps.
D. Field staff shall contact the
Special Investigations Unit if fraudulent activity is suspected.