and Procedure Name:
579 – Privacy Act of 1974
Shannon, Chief of Claims Policy and Support
#CP-19-08, effective 11/14/16
versions of this policy are available upon request
of this policy is to ensure that conflicts or errors related to social security
numbers entered into the claims management system are promptly corrected.
policy applies to claims services staff.
Customer: A business or person
whose information is entered into the claims and/or policy management system
and associated with a unique customer number, enabling the business or person
to participate in a claim, quote, policy or case. Examples include:
or owner of a business
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 (DWRF) payment rates.
A. It is the policy of BWC,
in compliance with federal law, that a social security number (SSN) is not
required for an individual to obtain workers’ compensation benefits.
B. It is the policy of BWC
to enter a correct SSN, when available, into the claims management system for a
customer and to correct any conflicts or errors promptly after a thorough investigation.
Claim Note and Documentation Requirements
1. BWC staff shall refer
to the Standard Claim File
Documentation and Altered Documents policy and procedure for claim note and documentation
2. Shall follow any other
specific instructions for claim notes and documentation included in this
B. Claims services staff
shall request a SSN verification on any new claim assigned to them if a SSN
verification has not already been completed.
C. Claims services staff
shall promptly investigate an issue regarding an SSN when:
1. Claims staff is
notified of a conflict or error with a customer SSN; or
2. Verification of the SSN
through the Social Security Administration (SSA) fails.
D. Investigation of a
conflict or other error with an SSN may include, but is not limited to:
1. If there are duplicate
SSNs, claims services staff shall determine which, if either, SSN was verified
through the SSA;
2. Claims services staff
shall determine if the SSN is correct based on the information received;
3. Claims services staff
shall contact the customer related to the SSN by phone for clarifying
4. If a different SSN is
provided by the IW, claims services staff shall:
a. Determine if there are
other claims for the SSN provided by the IW; and
b. Resolve claims as
necessary prior to updating the SSN; and.
5. If phone contact with
the IW is not successful, claims services staff shall send the “SSN
Investigation” letter CORR 563; and set a work item in Coresuite for follow up.
6. Claims services staff
shall consult with Employer Services if the conflict is related to a customer
entered by that division.
7. Claims services staff
shall document all attempts to obtain a correct SSN in claim notes.
E. If Employer Services is
unable to complete a business function due to an unverified duplicate customer
SSN for which claims services staff is responsible, claims staff shall immediately
consult with the supervisor, and if approved:
1. Remove the incorrect
SSN from the claims management system;
2. Indicate the tax status
in the claims management system as “Tax ID unavailable”; and
3. If compensation is
being paid to the customer, also indicate “Tax exempt.”
F. When claims services
staff receive the correct SSN, claims staff shall enter the number into the
claims management system for automatic SSA verification. Once the SSA has verified
the SSN, claims services staff need take no further action.