OhioBWC - Basics: (Policy library) - File

Policy and Procedure Name:

Change of Address or Change of Name for the Injured Worker

Policy #:

CP-03-11

Code/Rule Reference:

None

Effective Date:

06/01/22

Approved:

Ann Shannon, Chief of Claims Policy and Support

Origin:

Claims Policy

Supersedes:

Policy# CP-03-11, effective 05/06/19

History:

Previous versions of this policy are available upon request


 

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.          Standard Claim File Documentation

B.          Verifying the IW’s Identity

C.          Processing IW Address and Name Changes

 

 


 

I. POLICY PURPOSE

 

This 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.

 

II. APPLICABILITY

 

This policy and procedure applies to all BWC staff involved in the processing of IW address and name changes.

 

III. DEFINITIONS

 

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 (DWRF) payment rates.

 

IV. POLICY

 

A.    Requests for IW Address and Name Changes

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 shall 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 form); or

b.    In person at any BWC Service Office.

3.    In addition to the abovementioned submission methods, BWC shall also accept requests for a change of address:

a.    Online; or

b.    By phone.

 

B.    Verification of IW’s Identity

1.    BWC shall verify the IW’s identity when requests for change of address or name are made:

a.    By phone; or

b.    In person.

2.    BWC shall not verify the IW’s identity when requests for change of address or name are made:

a.    Online; or

b.    In writing.

 

V. PROCEDURE

 

A.    Standard Claim File Documentation

1.    BWC staff shall refer to the Standard Claim File Documentation and Altered Documents policy and procedure for claim note requirements; and

2.    Shall follow any other specific instructions for claim notes included in this procedure.

 

B.    Verifying the IW’s Identity

1.    Telephone Requests

a.    When an IW calls to request a change of address or name, claims services or customer contact center staff shall 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 shall inform the IW that the IW:

i.      Must either:

a)    File a written change request using the C-77 or equivalent form; 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 shall 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 shall ensure that there is a valid IW signature on the C-77 or equivalent form.

 

C.   Processing IW Address and Name Changes

1.    Prior to processing an IW address or name change, claims services (or customer contact center) staff shall 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 shall:

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 shall:

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 shall 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 shall 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 shall verify that the IW has provided the appropriate proof of a legal name change.

i.      BWC shall 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 shall staff these issues with a BWC attorney.

b.    If the IW has a SSN attached to their customer record, claims services staff shall 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 shall 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 shall 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 shall contact the BWC Special Investigations Unit if fraudulent activity is suspected.