Empathy, Education, and Responsiveness: Humanizing Workers’ Compensation Insurance
Workers’ compensation insurance often feels complex and impersonal—but behind every claim is a human story. In the Season 9 wrap-up of the Adjusted podcast, host Greg Hamlin brought together a panel of industry experts to reflect on the most impactful moments from the season. Their discussion revealed how empathy, responsiveness, and education are transforming the workers’ compensation experience for injured workers, employers, and insurance professionals alike.
Going Beyond Statutory Requirements for Better Outcomes
One of the most compelling stories came from Matt Yehling, Vice President of Claims at Midwest Employers Casualty. He shared an episode featuring Julie Greer and Steve from Shamrock Prosthetics, which highlighted the power of going beyond minimum statutory care. When an injured worker required a prosthetic limb, the team chose to fly him to a specialized facility in Atlanta for a custom prosthetic tailored to his industrial work environment.
This decision—though initially more costly—resulted in:
- A successful return to work
- Improved quality of life
- Long-term cost savings by reducing complications and disability payments
This story underscores the value of patient-centered claims management and the importance of customized return-to-work solutions in workers’ compensation insurance.
Responsiveness Builds Trust and Prevents Litigation
Luella Alcorn, Senior Business Operations Manager, emphasized how responsiveness can make or break the claims experience. In an era where contact information is often buried behind automated systems, simply answering the phone and resolving issues quickly can build trust with:
- Injured workers
- Policyholders
- Insurance agents
Chris Drake, Claims Manager at Berkley Industrial Comp, echoed this sentiment, comparing the frustration of automated prompts to the relief of speaking with a real person. This human connection often prevents claims from escalating to litigation, saving time, money, and emotional stress for all parties involved.
Educating Stakeholders on Workers’ Compensation Fundamentals
Education is another cornerstone of successful outcomes. Jeremy Morrison from underwriting discussed the importance of demystifying experience modification factors (e-mods)—a key component in calculating workers’ compensation premiums. Many policyholders misunderstand how e-mods work, which can lead to confusion and missed opportunities for improvement.
By creating educational resources for agents and employers, Berkley Industrial Comp helps businesses:
- Understand their workers’ comp premiums
- Improve workplace safety programs
- Make informed decisions that reduce risk and cost
Investing in the Future of Insurance Professionals
The episode also touched on the importance of professional development in the insurance industry. With some claims organizations facing up to 70% staff turnover within 12 months, initiatives like the RISE Professional Group are vital. Luella shared her experience attending a RISE event in Florida, which connects rising professionals with mentors and training in:
- Public speaking
- Emotional intelligence
- Career navigation
These efforts help build a stronger, more resilient workforce in the workers’ compensation space.
Conclusion: Putting People First in Workers’ Compensation Insurance
As the Adjusted podcast wraps up its ninth season with over 29,000 downloads, the final episode serves as a powerful reminder: behind every claim is a person. The most successful outcomes in workers’ compensation happen when insurers prioritize empathy, responsiveness, and education.
At Berkley Industrial Comp, we’re committed to delivering more than just coverage—we’re here to support injured workers, empower employers, and elevate the industry through thoughtful, human-centered claims management.