Texas Work Comp Division Goes Paperless with Complaint Resolution Process

The Texas Department of Insurance Division of Workers’ Compensation (DWC) has changed its complaint resolution process by going “paperless,” using VisiFLOW document management software and TDI’s Complaint Inquiry System (CIS) automated workflow system to expedite the response to complaints.

“The transition to the automated complaint resolution process will help to improve the Division’s responsiveness as concerns arise from workers’ compensation system participants,” said Brent Hatch, DWC deputy commissioner for Field Services.

Reports about possible violations of the Texas Administrative Code, Texas Labor Code and the Texas Workers’ Compensation Act, as well as complaints about quality of care in the workers’ compensation system, can be made by calling 1-800-372-7713 or 512-305-7238. These calls are processed by DWC’s Complaint Resolution and Customer Services (CRCS) Team.

TDI maintains an Insurance Fraud Hotline (1-888-327-8818) for the public to report fraudulent acts related to all types of insurance including workers’ compensation insurance.

DWC receives complaints and reports of violations in writing. These submissions and other documentation may now be received electronically and paper documents will be scanned into the automated systems. The automated complaint resolution process has been in use by other TDI divisions for several years. As a result of these technological advances, TDI has been able to improve customer service and reduce complaint-processing time.

Source: Texas DWC