Why Human Communication Beats Portals in Workers’ Comp Care Coordination

In today’s workers' compensation landscape, many carriers and TPAs have turned to portals and automated systems to manage care coordination. While these tools offer convenience at scale, they often create frustration for the very people they’re meant to help. According to a 2023 Risk & Insurance Magazine survey, 64% of claims professionals cited poor communication as the number one reason for delays in claims resolution.

Portals can become black holes — adjusters submit requests, but updates are sparse, and real answers are hard to come by. This lack of transparency leads to missed appointments, rescheduling headaches, and claimants who feel abandoned.

JAG Source takes a different approach. We believe real people get better results. Every JAG client gets direct access to knowledgeable coordinators who answer calls, return messages promptly, and provide proactive updates. This eliminates guesswork and reduces the burden on your internal team.

The JAG communication advantage:

• Direct contact reduces errors — no more missed hand-offs or misrouted requests.

• Proactive updates keep everyone informed — you’re never left wondering about status.

• Human relationships strengthen trust — with providers, claimants, and clients.

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When communication improves, so do outcomes — claims close faster, costs drop, and satisfaction rises.

Reference: Risk & Insurance Magazine, Workers’ Compensation Claims Management Survey (2023).