After my last two blogs, Adjusters Are People, Too and AI Should Give Me Time, Not More Claims, I felt the need to address this from the carrier’s and third-party administrator’s perspective, too. My experience running the workers’ compensation program for The University of Texas System (UT System), who was defined by law as the insurance carrier for the institutions within the system, taught me the carrier perspective. I understand…
Part 2: What Happens When Technology Gives the Adjuster Time Back? Last week, I introduced you to Sarah. Sarah is completely fictitious, but the workload isn't. Sarah represents the adjusters sitting behind desks all over the country, trying to balance claim inventories, deadlines, medical records, phone calls, emails, metrics and an injured person who needs more than a claim number. At the end of Part 1, we left Sarah with…
National Workers’ Comp Adjuster Day was August 17. Maybe today is a good day to remember that behind every claim is an adjuster who is a person, too. Part 1: The Person Behind the Claim An entirely fictitious story. The workload, however, may feel painfully familiar. My name is Sarah. I’m a workers’ compensation adjuster. Well, at least that’s what my business card says. I was hired because someone told…
Last week, I shared how my own definition of success changed over the course of a career in workers' compensation. Like many claims professionals, I began by measuring success through closed files, favorable outcomes, and cost savings. Over time, I came to realize that behind every claim number is a person with fears, responsibilities, and a life that has been unexpectedly interrupted. I also discussed how the demands of our…
Over the next two weeks, I'd like to share a reflection that has shaped the way I view workers' compensation. In Part 1, I share my own journey from measuring success by closed claims to understanding that every claim represents a human life. Next week, in Part 2, I'll explore what research tells us about recovery and how a Worker Recovery mindset can improve outcomes for everyone involved. "I am…
“Workers' compensation professionals are often measured by compliance, claim outcomes, and operational performance. While those metrics matter, the greatest impact we make is often felt in the lives of the injured workers we serve.” Danielle Thompson, City of Corpus Christi The Workers' Recovery Professional (WRP) certification was created to help industry professionals look beyond the claim and focus on the whole person. Through education, collaboration, and a recovery-centered philosophy, WRP…
When injured employees feel unheard, distrust begins to grow. When they feel supported, recovery has a stronger foundation. Every workers' compensation claim begins with a disruption. One moment, someone is at work doing their job. The next, they are facing pain, uncertainty, and questions they never expected to ask. Will I recover? Will I be able to support my family? Will my employer still want me back? How we respond…
If your organization feels a little stretched lately, you're not imagining it. Across the workers' compensation system, experienced professionals are retiring at a pace that is beginning to reshape the industry. Claims professionals, nurse case managers, risk managers, safety professionals, attorneys, regulators, medical providers, and administrators are leaving behind careers built on decades of experience, judgment, and institutional knowledge. When we talk about workforce shortages, we often focus on the…
Professional brand is not a LinkedIn summary. It is what people say about your work when you are not in the room. In workers’ compensation, that conversation may determine who gets trusted with the industry’s future. A white paper published by Risk & Insurance and Optum Workers' Compensation in May 2026 highlights that the workers’ compensation industry is confronting a growing talent crisis as a significant portion of its experienced…
Originally Published 4/6/26. Those of you who have seen me present on stage know that I always find a way to incorporate my horses into the mix. In my mind, the horsemanship lessons are directly parallel to what we as leaders, managers, and teammates encounter daily. My hope is this approach helps the message stick. Today is not a good day as I’m preparing to say goodbye to my biggest…
