CSS Delivers Superior Claims Management
Constitution State Services (CSS) takes a proactive approach to claims management and focuses on optimizing key performance metrics to drive improved results.
CSS helps customers and their employees achieve better claim outcomes at lower costs compared to the customers’ prior third-party administrators (TPAs). These case studies illustrate how CSS applied key strengths and improved outcomes.
| Business type | CSS key capability | Outcome one | Outcome two |
|---|---|---|---|
| Regional manufacturer | Jurisdictional expertise | 41% Average incurred cost reduction | 10% Average reduction in claim duration |
| National retailer | Effective communications | 13% Average incurred cost reduction | 18.5% Average reduction in claim duration |
| Food manufacturer | Stability and collaboration | 29% Average incurred cost reduction | 15% Average reduction in claim duration |
| National trucking | Trust and industry expertise | Strains: 44% Average incurred cost reduction |
Struck by: 30% Average incurred cost reduction |
This chart shows where CSS worked with customers to improve their claim results.
CSS experience is an advantage
Constitution State Services’ long history of claims service spans a wide breadth of industries, which gives CSS an advantage over other TPAs. At CSS, we dedicate our knowledge, experience and extensive data to helping customers and their employees achieve better outcomes.
- Claim professionals: CSS Claim professionals are deeply committed to the well-being of our customers and their employees. Our personalized approach ensures that claims are handled with care and precision.
- Industry-specific knowledge: Constitution State Services has deep industry- and business-specific knowledge that enables our Claim professionals to provide tailored claim service.
- Flexible, customized programs: A flexible approach helps CSS design claim management programs that align to each customer’s unique requirements and service goals.
Constitution State Services employs a proactive approach to claims management that enhances performance and potentially reduces costs.
Regional manufacturer
Jurisdictional expertise
For a major regional manufacturer operating a large truck fleet, claim outcomes were suffering under its former third-party administrator. High turnover and inconsistent service delivery left the company searching for a TPA that could bring both expertise and consistency. That search led to Constitution State Services (CSS) – a proactive claim service provider with deep experience in food manufacturing and transportation.
Better outcomes:
CSS delivered results that exceeded expectations:
- 41% reduction in average incurred costs.
- 10% reduction in average claim duration.
Measured at a 17-month valuation, these improvements reflected not only claim service operational gains, but also the impact of a stable, knowledgeable team committed to understanding the business from the ground up.
Goal: Drive consistency through a customized approach.
The manufacturer needed a TPA that could bring stability and align closely with its business operations. The prior experience with its former TPA created inefficiencies and service gaps. CSS delivered a customized program with built-in flexibility that enabled personalized claim support, consistency and long-term stability.
Insight: Jurisdictional expertise and industry focus provide a competitive advantage.
CSS quickly recognized that one of the most pressing challenges for this customer involved handling complex workers compensation claims in legally demanding jurisdictions, e.g., New York. CSS brought deep jurisdictional knowledge and industry-specific insights to the table, which equipped its team to manage claims more efficiently. The result was reduced litigation risk and increased speed to resolution.
Solution: A collaborative model is built on trust and knowledge.
CSS responded with a flexible, tailored program designed to foster long-term consistency and deliver improved claim services. CSS built an integrated process centered on a roundtable approach that encouraged open dialogue, quick issue resolution and shared ownership of claim strategies. This hands-on model ensured smooth onboarding and seamless, ongoing day-to-day relationships.
Results: Cost reduction, relationship-driven service and sustained improvement.
With jurisdictional expertise, tailored solutions and a collaborative approach, CSS not only helped the manufacturer improve claim results but also improved the overall service experience.
National retailer
Effective communications
A multistate retailer was concerned with general liability and workers compensation claim results. Its former third-party administrator lacked the expected responsiveness and service quality. In search of a more effective administrator, the retailer turned to Constitution State Services a company known for its proactive approach and long-standing commitment to customer success.
Better outcomes:
CSS immediately began implementing changes. The team delivered measurable workers compensation improvements that amounted to a 13% reduction in average incurred claim costs and an 18.5% decrease in average claim duration by the 36-month valuation. But those results didn’t happen by accident – they were the product of targeted strategies, hands-on collaboration and improved communications.
Facing rising general liability costs from slip, trip and fall claims, CSS helped identify several states with loss patterns that were driving costs, allowing the team to focus on the most impactful locations and improve results.
Goal: Improve claim outcomes and deliver the right support to injured workers and customers.
From day one, CSS focused on improving the timeliness and accuracy of claim decisions. The goal was twofold: to identify general liability and workers compensation claims that warranted additional scrutiny, while also focusing on return to work or resolution for those that were more straightforward, all while protecting the retailer’s brand and reputation.
Insight: Data analysis uncovers improvement opportunities.
CSS began with a deep dive into the retailer’s historical claim data. This analysis surfaced specific patterns – such as delays in decision-making and inconsistent handling across jurisdictions – that were driving up costs and claim durations. For slip, trip and fall claims, the team identified plaintiff attorneys that were influencing the largest cases. The data didn’t just highlight problems; it revealed where and how CSS could intervene to improve results.
Solution: Real-time communication and hands-on strategy execution.
The CSS team didn’t rely on templated solutions. Instead, it implemented a test-and-learn methodology that allowed the team to iterate quickly and adjust processes in real time. Weekly executive-level calls gave stakeholders a consistent forum to review case progress, surface emerging issues and make collaborative decisions on the spot.
Results: Trust, technology and targeted action.
Through effective communication, customized strategy and deep expertise, CSS helped the retailer turn a persistent challenge into a long-term advantage by transforming its claim results.
Food manufacturer
Stability and collaboration
A well-established food manufacturer faced persistent challenges managing workers compensation claims. Its former third-party administrator faced adjuster turnover, leading to service delays, miscommunications and unresolved issues. Seeking greater consistency and deeper expertise, the company turned to Constitution State Services for a more stable relationship and proactive support.
Better outcomes:
CSS stepped in with a dedicated team and a customized approach. In less than two years, CSS achieved a 29% reduction in average incurred claim costs and a 15% decrease in average claim duration, measured at a 19-month valuation. These results were no accident – they were the result of personalized service, proactive risk management and close collaboration.
Goal: Ensure consistent claim handling to improve workers compensation results.
This food manufacturer’s primary objective was to gain control over claim outcomes by working with a team that could provide long-term consistency, specialized support and strategic guidance.
Insight: Experience and data reveal potential risks.
Constitution State Services got to know the customer’s operations and was able to go beyond claim administration by helping the customer identify claim patterns before they became larger problems.
Solution: A dedicated team and tailored claim model.
CSS implemented a claim service model designed to reduce disruption, streamline communications and deliver actionable insights at every stage of the claim life cycle. By combining a hands-on, team-based approach with a low account-to-claim account executive ratio, the model delivers focused and personalized support. This model enabled more personalized attention, consistent communication and faster decision-making.
Results: Stability, strategy and shared success.
Through expert guidance and a hands-on approach, CSS helped the manufacturer turn a fragmented claims process into a stable, strategic advantage. The customer gained a reliable TPA that prioritized doing the right thing – for the business and its employees.
National trucking
Trust and industry expertise
A national trucking firm faced persistent inefficiencies in its workers compensation claims handling. Its former third-party administrator did not deliver the level of service, specialization and results the company expected. With deep trucking industry knowledge and a proven approach to complex claims management, Constitution State Services stepped in to turn things around.
Better outcomes:
CSS hit the ground running, taking over the company’s existing claim inventory – often a challenge in itself – and immediately demonstrated value. The results were clear:
- 44% reduction in average incurred costs for strain-related claims.
- 30% reduction in average incurred costs for struck-by incidents.
Measured at a 24-month valuation, these improvements demonstrated stronger cost control, faster recovery and more efficient return-to-work outcomes.
Goal: Break from the status quo and improve claim results.
The trucking company’s objective was straightforward: improve claim handling and outcomes. The firm needed a TPA that understood both the operational realities of the transportation industry and the legal complexities of multistate claim management.
Insight: Root-cause analysis drives strategic improvement.
CSS began the engagement with a detailed cause-of-loss analysis, uncovering systemic inefficiencies and jurisdictional challenges – especially in complex legal environments like California. CSS used this data to pinpoint actionable improvements in claim management, resolution timelines and communication gaps.
Solution: Seamless onboarding, expert claim reviews and tailored support.
A smooth, highly structured onboarding process sets the tone. CSS led with transparency and expertise – conducting detailed claim reviews, identifying legacy claim challenges and facilitating open discussions with the customer’s internal teams.
Flexibility was key. CSS customized the claims program to align with the trucking firm’s internal goals, operational cadence and risk management strategy.
Results: Expertise that builds trust – and lasting results.
With CSS, the trucking company gained more than improved claim metrics – it gained a TPA that prioritizes trust, transparency and industry knowledge. CSS is seen as an essential strategic ally that helps navigate a challenging claims environment with clarity, consistency and care.
Outcome-driven execution delivers the edge.
Work with Constitution State Services and experience the difference that dedicated expertise and tailored solutions can make toward improving claim outcomes for your organization.
Learn more about how Constitution State Services claim management services and capabilities can help actively manage your organization’s claim handling to minimize costs and optimize outcomes.
More about our advantage
Claim data & analytics
There is an art and science to leveraging innovative data and analytics tools to maximize value throughout the claim lifecycle. At Constitution State Services, we embed data driven insights directly into the claim process to guide our decision making.
Our people
Our claim account managers (CAEs) are responsive and proactive. They work to provide clear communications and easy access as needed to critical claim information and specialists in medical, litigation, investigations and subrogation.