Tulare County Board scrutinizes CorVel's handling of worker compensation claims

The Tulare County Board of Supervisors meeting on May 20, 2025, focused on critical issues surrounding the county's workers' compensation program, particularly the performance of CorVel Corporation, the third-party administrator (TPA) for employee claims. The meeting featured a presentation from the risk division and CorVel, addressing ongoing concerns about employee claims, customer service, and program management.

Rob, a representative from the risk division, outlined the agenda, which included discussions on risk management services, the role of CorVel, and findings from a recent customer service survey. The survey, which received a 25% response rate from current and former employees with open or settled claims, highlighted significant dissatisfaction with CorVel's communication and responsiveness. Key areas of concern included engagement during medical treatment, clarity of the claims process, and overall communication effectiveness, with negative feedback reaching as high as 61% in some categories.

Michael Corona, CorVel's account manager, acknowledged the shortcomings in service and outlined steps the company is taking to improve. These include enhancing communication through SMS and email capabilities, increasing staff to reduce caseloads, and implementing better tracking of interactions with injured workers. He emphasized the importance of building relationships with employees and ensuring they receive timely updates on their claims.

The board members expressed their frustration with the ongoing issues, with Supervisor McCarrie sharing personal experiences of inadequate communication and service from CorVel. He emphasized the need for accountability and effective management of claims to prevent delays that cost the county in overtime and employee well-being.

In response to the concerns raised, the risk management team presented an action plan that includes establishing a direct line for employees to inquire about their claims, sending out informational pamphlets, and conducting annual surveys to monitor service quality. The board plans to revisit the issue in October 2025, coinciding with CorVel's next audit, to assess improvements and consider issuing a request for proposals (RFP) for TPA services if necessary.

The meeting underscored the board's commitment to ensuring that county employees receive the support and services they need when dealing with workplace injuries, highlighting the importance of effective communication and management in the workers' compensation process.