We measure everything in this industry. We measure lag time, closure ratios, average duration, medical spend per claim, litigation rates, attorney involvement, reserve accuracy, and the number of days between the injury and the first indemnity payment. We have dashboards. We have benchmarking studies. We have entire conference tracks devoted to measuring things, and then a networking reception afterward where we talk about what we measured. Every one of those…
A claim can become materially more expensive before the first medical bill is fully understood. A missed conversation with an injured employee, an unclear work restriction, or a supervisor who does not know what to say can create distrust that changes the direction of the claim. That is why self insured employer education cannot be limited to understanding deductibles, reserve reports, and vendor contracts. It must build the organizational capability…
A Medicare Secondary Payer error is rarely just a technical mistake. It can disrupt settlement timing, create repayment exposure, frustrate an injured worker who needs clarity, and consume hours of senior-level review. The best MSP training courses prepare professionals to make sound decisions before a claim reaches that point. They connect Medicare compliance requirements to the daily realities of claims handling, medical management, communication, and return-to-work planning. For organizations, the…
A new adjuster can close a claim in the system before they understand the human and financial consequences of the decision. That is why the best adjuster onboarding checklists do more than confirm system access, policy acknowledgments, and course completion. They establish the habits that drive sound investigations, timely communication, statutory compliance, lower attorney involvement, and appropriate return-to-work outcomes. For workers’ compensation leaders, onboarding is not an administrative event. It…
An injured worker says the claim has been ignored, a provider office cannot get a clear authorization answer, and an employer demands an immediate restriction decision. None of these moments begins as a litigation file. Yet each can become one when uncertainty, delayed communication, or a dismissive interaction raises the temperature. Claims escalation de escalation training prepares workers’ compensation professionals to recognize that turning point and respond before conflict becomes…
Episode 25 of Straight Outta Workers' Comp features Bob Wilson and his co-host Mark Pew in conversation with Chelsea Strawn, founder of Lighthouse Comp, a Tennessee-based case management firm built on the conviction that processing a claim and actually caring for an injured worker are two very different things. Chelsea shares her remarkable path into the industry—a catastrophic work-related accident of her own that broke her back, cost her a…
Episode 25 of Straight Outta Workers' Comp features Bob Wilson and his co-host Mark Pew in conversation with Chelsea Strawn, founder of Lighthouse Comp, a Tennessee-based case management firm built on the conviction that processing a claim and actually caring for an injured worker are two very different things. Chelsea shares her remarkable path into the industry—a catastrophic work-related accident of her own that broke her back, cost her a…
Every organization in workers' compensation has a succession plan. I know this because I have asked. Repeatedly. At conferences, on panels, in the hallway outside the ballroom where the coffee is somehow both burnt and cold. And to their credit, people always have an answer for me. The answer is usually a name. Somewhere in your organization there is a woman named Diane. She may be named Patti, or Sharon,…
An injured employee’s first call after an incident often determines whether the claim begins with clarity or confusion. When the intake experience feels rushed, impersonal, or disorganized, the organization may inherit avoidable delays, anxiety, medical friction, and attorney involvement. Knowing how to improve claim intake is not simply a matter of collecting better forms. It is an operational discipline that connects technical accuracy, respectful communication, and early recovery planning. For…
A Free Webinar: Wednesday, September 9, 2026@ 12:00 PM EST Presenters: Loren Nickel - Director, Business Risk and Insurance @ GoogleA qualified actuary, Loren Nickel was an underwriting manager with Aon and Fireman’s Fund Insurance Company prior to joining Google. He is a board member of the University of California Santa Barbara’s Actuarial Science Program and the Insurance Thought Leadership organization. Bill Zachry - Former Board Member of California State…
