For more than 50 years, Waffle House has been doing what our founders, Joe Rogers and Tom Forkner, set out to do, serving good food fast.   At Waffle House, we believe that success is measured by one thing, people.  We have developed a culture that has assisted us tremendously in retaining associates for the long-term.  We have numerous associates who have been employed here for 20, 30, and more years.  10-year associates are considered “short-timers”.  These dedicated associates help us ensure that our products and services remain top quality and keep customers coming back.

We try to do the same when selecting partners for our workers’ compensation program.  Waffle House had previously been with the same TPA for more than 20 years, until it was sold to a larger TPA.  Some uncertainty resulted from this acquisition, and we decided to enter the market for another TPA in 2007.

We wanted to find a TPA partner for the long-term but had some specific requirements that had to be met.  First, the TPA had to be flexible enough to provide us with a service-team structure exactly as requested.  Secondly, the TPA had to be willing to take the time to get to know us, our culture, our internal workers’ compensation structure and overall program.  It was vitally important that our technology demands could be met and that we have one point of contact to turn to for requests and to assist in problem solving.

Brentwood Services Administrators was the logical choice for a long-term risk management partner.  They were the only TPA that “got it” in regard to what we wanted in a risk management partner; were willing to provide the exact service structure that we desired, and included us in the recruitment and hiring process when forming their service team for us.

As soon as Brentwood Services became involved in our program, we saw immediate improvements in the level of service that we received.  While they certainly aren’t immune to problems, when they are identified, the problems are addressed and corrected quickly.  We count them as part of the Waffle House family, and a true partner in our workers’ compensation program.  We can confidently and would gladly recommend them to other employers seeking the services of an outstanding TPA.

Vice President, Workers' Compensation and Safety, Waffle House, Inc.