FAS strives to provide superior customer
service. Customer Service Representatives
(CSRs) are
not
utilized. Instead, Clients and their injured
employees are given direct access to the
licensed Claim Representative handling their
claims. Direct access to the Claim
Representative means the employer and the
injured worker do not spend valuable time
communicating with someone that may or may not
be able to assist with a problem or concern.
FAS has adopted a Claim Handling Team concept.
If the assigned Claim Representative is not
available, a fellow Team member can assist a
caller. Each Claim Handling Team has members
with levels of expertise up to and including
the authority to make coverage decisions and
direct litigation. Therefore, a claim remains
with the team even if it escalates into a
serious injury, contains employer’s liability
exposure or involves litigation. Larger Clients
with frequent claim activity are assigned to a
specific primary Claim Representative, but that
Representative is in turn supported by other
members of the Team.
FAS Claim Representatives are available from
8:00 a.m. to 5:00 p.m. Monday through Friday.