But here’s the problem: too many employers treat these relationships as purely transactional. The adjuster gets claims to process. The doctor treats whoever walks in the door. The attorney gets a file when litigation hits. Without guidance, each party works in isolation, applying their own assumptions about what you want.
The result? Misaligned expectations, inconsistent outcomes, and plenty of frustration.
The solution is deceptively simple: Account Handling Instructions (AHIs).
What Are Account Handling Instructions?
Account Handling Instructions are a written, agreed-upon roadmap for how you want your claims handled. They document expectations, processes, and communication protocols for your external partners—especially your TPA (third-party administrator) or carrier.
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“How Do I Get My Adjusters To Follow My Account Handling Instructions?”
Think of them as a playbook. Everyone knows the plays, the timing, and the desired result. No guessing. No surprises.
Why AHIs Are a Game-Changer
Without AHIs, external vendors operate based on general industry practices or their own internal standards. That’s fine for average results—but not for building an elite workers’ comp program.
AHIs:
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Clarify expectations – Everyone knows the “how” and “why” behind your processes.
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Improve consistency – Claims are handled the same way across different adjusters or regions.
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Strengthen accountability – You have a reference point when reviewing performance.
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Foster true partnership – You move from reactive transactions to proactive collaboration.
What to Include in Your Account Handling Instructions
AHIs don’t have to be complicated, but they should be detailed enough to guide every stage of the claims process. Here’s what to consider including:
1. Communication Protocols
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How often you expect status updates (e.g., every 14 days)
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Who gets copied on key correspondence (HR, safety, legal)
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Preferred communication channels (email, phone, portal)
2. Medical Management Guidelines
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Use of nurse case managers and when to assign them
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Preferred or required medical providers
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Use of IMEs (Independent Medical Exams) or peer reviews
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Following evidence-based treatment guidelines
3. Investigation Standards
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Timing and method of initial contact (e.g., within 24 hours of claim)
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Three-point contact requirements (injured worker, supervisor, and witness)
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Use of recorded statements and surveillance
4. Return-to-Work Coordination
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Light-duty and modified-duty protocols
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Requirements for updated work status from providers
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Communication with the employer on restrictions
5. Litigation Management
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Attorney selection and approval process
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Criteria for when to involve legal counsel
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Settlement authority levels
6. Vendor Services
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Approved vendors for transportation, translation, or home modifications
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Cost controls and approval processes
How to Create and Implement AHIs
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Start with Your Vision
Before you write a single instruction, revisit your program’s goals. If reducing lag time is a priority, include specific reporting deadlines. If lowering litigation is a focus, outline your communication standards with injured employees. -
Collaborate with Your Partners
Don’t dictate your AHIs in a vacuum. Involve your adjusters, nurse case managers, and brokers in the process. They can provide insight into what’s realistic and help you avoid unnecessary bottlenecks. -
Keep It Clear and Concise
Use plain language and bullet points. AHIs should be easy to read and reference, not buried in legal jargon. -
Train Your Team
Make sure your internal staff understands the AHIs as well as your external vendors. Supervisors, HR, and safety should all be aligned. -
Review and Update Regularly
AHIs aren’t a “set it and forget it” document. Review them at least annually—or sooner if your program goals change.
Beyond the Document: Building the Relationship
AHIs work best when paired with intentional relationship-building. We highlight two practical techniques:
Chair-Side Visits
Historically, this meant literally sitting beside your adjuster in their office to review claims together. While many adjusters work remotely today, the principle still applies—schedule dedicated time to review cases, exchange feedback, and strengthen rapport.
Vendor Days
Invite your carrier or TPA to showcase the services they offer. You may discover resources—triage services, specialized medical networks, cost containment tools—that align perfectly with your AHIs and goals.
These activities reinforce the partnership mindset, making your AHIs more than just a document—they become a shared commitment to results.
Common Mistakes to Avoid
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Overcomplicating the AHIs – If it’s too long or overly detailed, vendors won’t use it.
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Failing to Get Buy-In – Without agreement from your partners, AHIs become a wish list, not a standard.
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Not Measuring Compliance – Review claims handling regularly to ensure your AHIs are followed.
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Treating It as One-Sided – Partnerships work both ways. Be prepared to listen and adjust when needed.
The Payoff: Alignment and Results
When done right, AHIs transform vendor relationships from reactive problem-solving to proactive goal achievement.
You’ll see:
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Faster claim resolution – Because everyone knows the process.
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Reduced costs – Through early intervention and coordinated medical management.
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Better outcomes for injured employees – Thanks to consistent, clear communication.
Most importantly, you shift from hoping your vendors will meet your expectations to ensuring they understand and can deliver on them.
Final Thought:
Great workers’ comp results don’t happen by accident. They’re the product of clear goals, strong internal leadership, and aligned external partnerships. Account Handling Instructions are the bridge that connects your vision to your vendors’ daily actions—turning isolated efforts into coordinated success.
Michael Stack, CEO of Amaxx LLC, is an expert in workers’ compensation cost containment systems and provides education, training, and consulting to help employers reduce their workers’ compensation costs by 20% to 50%. He is co-author of the #1 selling comprehensive training guide “Your Ultimate Guide to Mastering Workers’ Comp Costs: Reduce Costs 20% to 50%.” Stack is the creator of Injury Management Results (IMR) software and founder of Amaxx Workers’ Comp Training Center. WC Mastery Training teaching injury management best practices such as return to work, communication, claims best practices, medical management, and working with vendors. IMR software simplifies the implementation of these best practices for employers and ties results to a Critical Metrics Dashboard.
Contact: mstack@reduceyourworkerscomp.com.
Workers’ Comp Roundup Blog: http://blog.reduceyourworkerscomp.com/
Injury Management Results (IMR) Software: https://imrsoftware.com/
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Do not use this information without independent verification. All state laws vary. You should consult with your insurance broker, attorney, or qualified professional.
