Frequently Asked Questions - FAQs

COLLECTIONS

Q. Where do I send payments?
A. Employers Direct Insurance Company, PO Box 5043, Thousand Oaks, CA 91359-0543.

Q. Who do I contact if I have a question about my billing or payment?
A. Call Employers Direct at 818.575.8500, and the operator will transfer you to the appropriate collector for questions regarding your account.

Q. How can I get a copy of my last billing or payroll report?
A. Call Employers Direct at 818.575.8500, and the operator will transfer you to the appropriate collector who will provide you with copies.


WEBSITE & PCIC PASSWORD ACCESS

Q. Who do I contact concerning website passwords or access to password-protected sections?
A. For assistance, please contact the Employers Direct Helpdesk at 866.598.8500.

Q. Who do I contact if I have any questions or comments about the Employers Direct website?
A. Send an email to shlad@employersdirect.com or call the Marketing Department at 818.575.2709.


CUSTOMER SERVICE

Q. What is the responsibility of Customer Service?
A. The customer service team works in tandem with all internal departments of Employers Direct including Claims, Loss Control, Finance, and Underwriting to ensure that policyholders are provided with whatever assistance is necessary at any stage of the sales, underwriting, loss control, or claims process. Each policyholder is assigned a Customer Service Representative, who will make contact at the beginning of your policy period and also several times throughout the year.

Q. Who should I contact if I have any questions or if I need Certificates/Waivers of insurance?
A. Our Customer Service Representatives are licensed and will process your requests within 24 hours. Send an email to customerservice@employersdirect.com.

Q. Who should I contact if I have questions about Employers Direct’s Policyholder’s Claims & Information Center (PCIC)?
A. Employers Direct’s Customer Service team introduces PCIC and trains users. A demo is also available, and if you are interested, please contact your Customer Service Account Manager for access.


CLAIMS

Q. How do I report a claim?
A. Telephone: Call 800.474.8080 – no password is required.
Internet: During your initial account set-up, you will receive an ID and password. You will then be able to report a claim online. At Employers Direct's website, click Report A Claim, enter the ID and password. After you have finished your report, you will receive a confirmation number. The completed report will be faxed or emailed to you, depending on the preference in your account profile.
FAX: 818.575.8575.
Mail: Employers Direct, PO Box 5042, Terminal Annex, Thousand Oaks, CA 91359.

Q. How do I report fraud?
A. If you suspect someone of insurance fraud, do not hesitate. Call Employers Direct’s toll-free confidential fraud hotline at 866.SIU.EDIC (866.748.3342) between 8-5 Monday-Friday. Employers Direct is your partner in investigating and fighting fraud.

Q. How do I find forms?
A. Visit the Claims Resources page.

Q. How can I print my loss runs, and who do I contact with questions?
A. Go to the PCIC Login page. Enter your ID and password. You will be able to view policy periods with Employers Direct. Select the period that you wish to view. Press the Loss Run tab. You will be asked to choose whether to print one report, a short report, or an entire loss run. You can use the Export tab to make a PDF or Excel spreadsheet. If you have any questions regarding a claim, please contact your Claims Examiner, and if you have any questions regarding your Loss Run, please contact the Customer Service Department at 818.575.8500.

Q. How do I find an MPN physician?
A. Go to the MPN Info page. Click on the link of the MPN for which you are signed up. You will then be prompted for a specialist and/or geographic region from which to select. Search options include:

  1. Search by provider name or tax id number (TIN) – search by TIN is the most accurate search to determine if a provider is in your MPN/PPO. If you search by TIN and get a list of providers, any provider (listed or not) providing services under that TIN is contracted and participating in your MPN
  2. Search by provider type – select this option to search for a specific type of provider (occupational clinics, hospitals, orthopedists, etc.) by city, county, or zip code
  3. Customized regional provider directories – select this option to create a directory of all providers customized for your location – you can enter up to 100 addresses, and a directory will be produced for each location

Q. What is FIRST AID and what are some examples?
A. Regulations 5401(a) and 14311(3)(c) define first aid claims as “any one-time treatment and any follow-up visit for the purpose of observation of minor scratches, cuts, burns, splinters, etc., which do not ordinarily require medical care. Such one-time treatment and follow-up visit for the purpose of observation is considered first aid, even though it may be provided by a physician or registered professional personnel.”

Section 6409(a) requires a physician who treats an injured employee to file a Doctor’s First Report of Injury (DFR) or Form 5021 with the claims administrator for every work illness or injury, even first aid cases where there is no lost time from work. Although the Labor Code contains “first aid” exceptions for the Employers’ Report (Form 5020) and the Employee Claim Form (DWC-1), there is no such exception for the DFR. The insurance carrier (or the employer if the employer is self-insured) must forward these DFR’s to the Department of Industrial Relations. There is no “First Aid” exception to this statute.

Here are some examples of FIRST AID:

  • Application of antiseptics during first visit to medical personnel
  • Application of bandages during a visit to medical personnel to include band-aids, gauze pads, butterfly bandages, and steri-strips
  • Application of hot or cold compresses during first visit to medical personnel
  • Soaking therapy on initial visit to medical personnel or removal of bandages by soaking
  • Application of ointments to abrasions to prevent drying or cracking
  • Removal of foreign bodies from wounds if procedures are not complicated, for example, by tweezers or by a simple technique, such as, irrigation or cotton swabs
  • Use of non-prescription medications and administration of a single dose of prescription medicine on first visit for mild injury or discomfort – if medications are dispensed with milligrams higher than the following, then a claim is not considered first aid: Motrin 400 mg, Tylenol 500 mg, Advil 200 mg, or Aleve 220 mg
  • Treatment of first degree burns
  • Administration of a Tetanus shot
  • Using non-rigid methods of support, such as, elastic bandages, wraps, and non-rigid back belts
  • Observation of injury during visits to medical personnel


LOSS CONTROL

Q. What is the responsibility of Loss Control?
A. The focus of loss control is frequency, severity, and compliance. Employers Direct’s Loss Control Department will help you to address these key issues, which will impact your experience modification rate and insurance premium.

Q. Who should I contact if I have a safety question?
A. Each policyholder is assigned a loss control representative, who will contact you at the beginning of your policy period and also several times throughout the year. You may also contact your loss control rep at any time with questions.

Q. Will Employers Direct run my safety meetings?
A. While Employers Direct is always interested in attending and working with our policyholders’ safety committees, our primary focus is to address frequency/severity/compliance and to work with your management team to create a safety culture that is based on accountability and responsibility. Our training foundation is based on “Train the Trainer.”

Q. Do you have safety training videos and other material?
A. Employers Direct has a large collection of training materials and videos for all types of risks. In addition, we have access to the National Safety Resource Center’s Video Library.

Q. How do I access E-Trainings and E-Flashes?
A. E-Trainings are distributed to policyholders monthly, and E-Flashes are distributed as trends occur. Visit Login to Loss Control Tool Chest for access.

Q. What is the Loss Control Tool Chest?
A. The Loss Control Tool Chest is a comprehensive collection of briefs, checklists, evaluations, manuals, outlines, programs, customizable programs, content in Spanish, and electronic communications. A search function is also included to facilitate use. This tool chest is available for policyholders of Employers Direct via password and can be found at Login to Loss Control Tool Chest.


LEGISLATIVE RELATIONS

Q. How can I contact Mark Webb or suggest editorial topics?
A. Visit Contact Mark.

Q. How can I read Mark's Editorials?
A. Visit Mark’s Editorial page.

Q. How can I hear Mark speak in person?
A. Visit Speaking Engagements.

Q. How can I find my legislator?
A. Visit Find My Legislator.

Q. What are the best practices to control workers’ compensation insurance costs?
A. Visit Best Practices.