Three of Montana State Fund’s guiding values, do what’s right, deliver with heart and focus on what matters, are at the core of who we are when communicating with our customers. This is especially true when our claims examiners interact with injured employees. To ensure we are honoring our values, we began an annual injured employee satisfaction survey in 2020.  We are happy to report that our level of service has continued to improve throughout this period.

2022 Survey Take Always

• Service: When injured employees were asked about the quality of their overall experience with MSF, 81% of survey respondents rated their experience as “Excellent” or “Good”.  This number has increased, with an 80% rating in 2021 and 77% in 2020.

• Employee Outreach:  Our claims examiners are the lifeline for our injured employees. When asked if our staff-initiated contact about changes with their claim, 81% of respondents “Strongly Agree” or “Agree” that contact was initiated.  This number is slightly up from 2021 with an 80% rating: and significantly up from 2020 with 74%.

• Timely Benefits: Injured employees are promised timely benefits. When asked if they received their benefits promptly, 89% of respondents indicated “Yes” they received their benefits on time. This again is up from 2021 and 2020 at 84% and 87%.

It is exciting so many injured employees feel valued, cared for, and informed.  These results continue to trend in the right direction, and there is still room to grow. Our goal is to deliver an exceptional customer experience with every interaction.  Each touch point is critical to delivering on our mission – to partner with employers and their employees to care for those injured on the job and champion a culture of workplace safety for our fellow Montanans.