When a worker is injured on the job, the physical recovery is only part of a much larger journey. The emotional and psychological impact can be just as significant as the physical injury—especially when it comes to how supported, informed, and valued that worker feels throughout the workers’ compensation process. The “Voice of the Injured Worker” series exists to bring that human experience to the forefront, because behind every claim number is a person navigating uncertainty, fear, and hope.
Communication is one of the most influential factors in the injured worker’s experience. It can quickly build trust or erode it. It can provide clarity or create confusion. It can reassure an injured worker that they’re not alone or leave them feeling lost in a complex system.
Employers and adjusters play a crucial role in shaping an injured worker’s experience, and the contrasting stories in this month’s feature highlight the profound difference between being supported through communication and being left in silence.
Two workers—Tanya and Rosa—illustrate why communication isn’t just helpful, it’s essential, together offering lessons for anyone supporting injured workers.
Tanya’s Story: Support That Strengthens Recovery
When Tanya injured her ankle at work, her concerns went beyond the pain and extended to how the injury might impact her future and her ability to provide for her family. But from the moment her claim was filed, her employer made sure she never felt alone.
“I couldn’t be happier to have an employer that regularly checks in with me. We talk and text several times a week,” Tanya shared. Her employer has contacted her after every medical appointment to ask about her progress and recovery timeline. Her adjuster has kept her updated on next steps, approvals, and what to expect. Throughout this process, she has felt seen and heard.
Tanya said, “I felt encouraged to ask questions. I never felt like I was bothering them, and they always answered.”
As a result, Tanya felt supported, valued, and genuinely cared for. She was reassured that her employer and adjuster had her best interests at the forefront, and that her return-to-work plan felt collaborative. This support has helped her stay focused on healing rather than worrying about whether she would have a job to return to.
Takeaway for Employers and Adjusters: Tanya’s experience shows how consistent communication and empathy can transform a stressful injury into supported recovery. When employers and adjusters stay engaged, answer questions, and involve the worker in the process, it builds trust. Consistent, proactive check-ins can make a meaningful difference in an injured worker’s well-being and return-to-work journey.
Rosa’s Story: Silence That Creates Stress
Rosa’s experience couldn’t have been more different.
After a fall injury forced her off the job, she expected someone at her company to reach out and guide her through the process to give her an idea of what to expect. Instead, weeks passed with little to no communication. She felt she had no one to turn to who could shed insight into the complexity of the workers’ compensation process and help her navigate the unknown.
“The complexity and slowness of the process have been challenging. At times, I felt I wasn’t given timely information information or adequate support, which led to frustration, stress, and depression,” Rosa admitted.
“I didn’t know what benefits I qualified for, or how to go about ensuring I received the medical care and support I was entitled to, especially when the effects of the accident diminished my physical abilities,” she added.
Rosa felt uncomfortable calling repeatedly for updates, yet she had no other way to get answers. The silence left her anxious and discouraged. Without reassurance, she began to fear the worst: Have they forgotten about me? Would my job still be there when I recovered? Do I need to retain legal counsel to get the answers I need? The lack of communication made her feel invisible and undervalued at a time when she needed support the most.
Takeaway for Employers and Adjusters: Rosa’s experience illustrates how a lack of communication can leave an injured worker feeling overwhelmed and forgotten. When employees don’t receive timely guidance, they are left alone to navigate a complex system, which can lead to feelings of mistrust and isolation. Her experience highlights the consequences of not taking the time to reach out and connect, outline expectations for the recovery process, and provide timely updates. Her feelings of frustration and fear could have been avoided through steady, supportive communication throughout her recovery process.
The Lesson: Communication Isn’t Optional – It’s Essential
Tanya and Rosa’s stories highlight a simple truth: communication can make or break an injured worker’s experience.
When employers and adjusters communicate well:
- Workers feel respected and valued
- Stress and uncertainty decrease and trust in the process increases
- Recovery often progresses more smoothly
- Return-to-work outcomes improve
When communication is lacking:
- Workers feel isolated and anxious
- Misunderstandings and delays multiply
- Fear replaces confidence
- Claim complexity increases and return-to-work becomes harder and less successful
Injured workers are already dealing with pain, disruption, and uncertainty. A quick phone call to check in, or a clear explanation of next steps, can make a world of difference. It signals, “We care about you. We’re here to help you through this.”
Employers and adjusters should prioritize consistent, compassionate communication. Tanya’s story shows how powerful that can be, and Rosa’s story shows the consequences when it’s missing.
Every injured worker deserves to feel supported. Every employer has the opportunity to build trust. And every adjuster has the ability to turn a confusing process into a guided path toward recovery. Communication isn’t just a courtesy—it’s a critical part of healing.
