5 Workers’ Comp Professionals Weigh in on How Much the Industry Has Changed

Risk & Insurance® asked five top workers' comp veterans about the most impactful innovations they've seen during their tenure in the industry.
By: | October 26, 2018 • 3 min read

We asked workers’ compensation professionals from award-winning institutions to tell us what they think are the most significant changes to the workers’ comp world since they started in the industry.

Below are their insights.

R&I: What do you think has been the most significant change or the most effective innovation that has occurred since you entered the workers’ comp profession?

Barbara Schultz,
former director of employee health and wellness, Valley Health

Barbara Schultz

Former director of employee health and wellness, Valley Health

2017 Teddy Award Winner

The most effective innovation that has changed and improved the workers’ compensation world is technology. Technology has enabled us to look at the entire workers’ compensation continuum with new eyes and provides us not only a wide range of new tools for claims management, but also a vast array of analytics that measure our successes and opportunities. The most exciting part is that with the explosion of this technology, we can look forward to further improvements and outcomes not only for the employers but for the employees.

Senior editor, Risk & Insurance®; chair, National Workers’ Compensation and Disability Conference® & Expo

Roberto Ceniceros

Senior editor, Risk & Insurance®; chair, National Workers’ Compensation and Disability Conference® & Expo

Workers’ Compensation Columnist

Replacing human claims adjuster judgment with decision-making technology is without question the most significant change witnessed since I entered the workers’ comp industry many years ago. Many of its promises haven’t yet come to fruition. Some predictive modeling systems, for instance, left risk managers wondering what they gained. On the other hand, there are a number of reasons why automated decision-making will continue growing — worker hiring and retainment trends being one of them.

Frank Rivera, director, risk management and workers’ comp, Massachusetts Port Authority

Frank Rivera

Director, risk management and workers’ comp, Massachusetts Port Authority

2017 Teddy Award Winner

The sophistication of risk management software systems (RMIS) has been the largest industry innovation since my start as a claims adjuster 23 years ago. Back then, I spent my days staring at a spinach- green screen, which offered only the simplest functionality. A claims manager would refer to a written guide to determine next steps with little to no assistance from the system. Trend analysis required hours of time reviewing a report generated from a high-speed band printer. Organizations today have 24/7 access to systems that allow risk/claims managers the ability to pinpoint loss data that affects their company’s bottom line. Easily gathering data has allowed quicker corrective action to minimize or eliminate risks. Access to data has also assisted organizations with protecting their greatest asset — their employees.

Monica Manske, senior manager of workers’ compensation and employee safety, Rochester Regional Health

Monica Manske

 Senior manager of workers’ compensation and employee safety, Rochester Regional Health

2017 Teddy Award Winner

The evolution of technology pushed the most significant change in the industry and continues to do so. We went from a paper-pencil process for reporting injuries and completing state forms where we saw lag time upwards of 28 days to receive an event. These manual processes cause delays in our efforts to eliminate hazards in the workplace and more importantly limit our ability to help our employees get the treatment they need, enabling them to return to meaningful work. Now not only are the forms and processes available electronically; we have robust analytics and carrier information at our fingertips, can leverage portable devices and are now seeing growth in telemedicine and artificial intelligence. These advances streamlined the industry by providing real time information which enables us to provide a better employee experience and with innovation and standardization, more timely and informed decisions.

Susan Emerson, general manager, claims management, disability, leave and workers’ compensation claims, Delta Air Lines

Susan Emerson

General manager, claims management, disability, leave and workers’ compensation claims, Delta Air Lines

2017 Teddy Award Winner

Direct deposit for workers’ comp benefits regardless of the length of time for disability. It eliminates paper checks and relying on the snail mail. Some TPAs or claim administrators only offer direct deposit for injured workers that have anticipated claim durations longer than 4-6 weeks. However, if an employer sets it up in their HR data feed and enables automatic direct deposit for injured workers, then it can be done more quickly. Direct deposit also allows the employee to be reimbursed quickly for approved out-of-pocket expenses. &

The R&I Editorial Team can be reached at riskletters@lrp.com.

More from Risk & Insurance

More from Risk & Insurance

High Net Worth

High Net Worth Clients Live in CAT Zones. Here’s What Their Resiliency Plan Should Include

Having a resiliency plan and practicing it can make all the difference in a disaster.
By: | September 14, 2018 • 7 min read

Packed with state-of-the-art electronics, priceless collections and high-end furnishings, and situated in scenic, often remote locations, the dwellings of high net worth individuals and families pose particular challenges when it comes to disaster resiliency. But help is on the way.


Armed with loss data, innovative new programs, technological advances, and a growing army of niche service-providers aimed at addressing an astonishingly diverse set of risks, insurers are increasingly determined to not just insure against their high net worth clients’ losses, but to prevent them.

Insurers have long been proactive in risk mitigation, but increasingly, after the recent surge in wildfire and storm losses, insureds are now, too.

“Before, insurance was considered the only step in risk management. Now, our client families realize it is one of the many imperative steps in an effective risk management strategy,” said Laura Sherman, founding partner at Baldwin Krystyn Sherman Partners.

And especially in the high net worth space, preventing that loss is vastly preferable to a payout, for insurers and insureds alike.

“If insurers can preserve even one house that’s 10 or 20 or 40 million dollars … whatever they have spent in a year is money well spent. Plus they’ve saved this important asset for the client,” said Bruce Gendelman, chairman and founder Bruce Gendelman Insurance Services.

High Net Worth Vulnerabilities

Laura Sherman, founding partner, Baldwin Krystyn Sherman Partners

As the number and size of luxury homes built in vulnerable areas has increased, so has the frequency and magnitude of extreme weather events, including hurricanes, harsh cold and winter storms, and wildfires.

“There is a growing desire to inhabit this riskier terrain,” said Jason Metzger, SVP Risk Management, PURE group of insurance companies. “In the western states alone, a little over a million homes are highly vulnerable to wildfires because of their proximity to forests that are fuller of fuel than they have been in years past.”

Such homes are often filled with expensive artwork and collections, from fine wine to rare books to couture to automobiles, each presenting unique challenges. The homes themselves present other vulnerabilities.

“Larger, more sophisticated homes are bristling with more technology than ever,” said Stephen Poux, SVP and head of Risk Management Services and Loss Prevention for AIG’s Private Client Group.

“A lightning strike can trash every electronic in the home.”

Niche Service Providers

A variety of niche service providers are stepping forward to help.

Secure facilities provide hurricane-proof, wildfire-proof off-site storage for artwork, antiques, and all manner of collectibles for seasonal or rotating storage, as well as ahead of impending disasters.

Other companies help manage such collections — a substantial challenge anytime, but especially during a crisis.

“Knowing where it is, is a huge part of mitigating the risk,” said Eric Kahan, founder of Collector Systems, a cloud-based collection management company that allows collectors to monitor their collections during loans to museums, transit between homes, or evacuation to secure storage.

“Before, insurance was considered the only step in risk management. Now, our client families realize it is one of the many imperative steps in an effective risk management strategy.” — Laura Sherman, founding partner, Baldwin Krystyn Sherman Partners

Insurers also employ specialists in-house. AIG employs four art curators who advise clients on how to protect and preserve their art collections.

Perhaps the best known and most striking example of this kind of direct insurer involvement are the fire teams insurers retain or employ to monitor fires and even spray retardant or water on threatened properties.

High-Level Service for High Net Worth

All high net worth carriers have programs that leverage expertise, loss data, and relationships with vendors to help clients avoid and recover from losses, employing the highest levels of customer service to accomplish this as unobtrusively as possible.

“What allows you to do your job best is when you develop that relationship with a client, where it’s the same people that are interacting with them on every front for their risk management,” said Steve Bitterman, chief risk services officer for Vault Insurance.

Site visits are an essential first step, allowing insurers to assess risks, make recommendations to reduce them, and establish plans in the event of a disaster.

“When you’re in a catastrophic situation, it’s high stress, time is of the essence, and people forget things,” said Sherman. “Having a written plan in place is paramount to success.”


Another important component is knowing who will execute that plan in homes that are often unoccupied.

Domestic staff may lack the knowledge or authority to protect the homeowner’s assets, and during a disaster may be distracted dealing with threats to their own homes and families. Adequate planning includes ensuring that whoever is responsible has the training and authority to execute the plan.

Evaluating New Technology

Insurers use technologies like GPS and satellite imagery to determine which homes are directly threatened by storms or wildfires. They also assess and vet technologies that can be implemented by homeowners, from impact glass to alarm and monitoring systems, to more obscure but potentially more important options.

AIG’s Poux recommends two types of vents that mitigate important, and unexpected risks.

“There’s a fantastic technology called Smart Vent, which allows water to flow in and out of the foundation,” Poux said. “… The weight of water outside a foundation can push a foundation wall in. If you equalize that water inside and out at the same level, you negate that.”

Another wildfire risk — embers getting sucked into the attic — is, according to Poux, “typically the greatest cause of the destruction of homes.” But, he said, “Special ember-resisting venting, like Brandguard Vents, can remove that exposure altogether.”

Building Smart

Many disaster resiliency technologies can be applied at any time, but often the cost is fractional if implemented during initial construction. AIG’s Smart Build is a free program for new or remodeled homes that evolved out of AIG’s construction insurance programs.

Previously available only to homes valued at $5 million and up, Smart Build recently expanded to include homes of $1 million and up. Roughly 100 homes are enrolled, with an average value of $13 million.

“In the high net worth space, sometimes it takes longer potentially to recover, simply because there are limited contractors available to do specialty work.” — Curt Goetsch, head of underwriting, Private Client Group, Ironshore

“We know what goes wrong in high net worth homes,” said Poux, citing AIG’s decades of loss data.

“We’re incenting our client and by proxy their builder, their architects and their broker, to give us a seat at the design table. … That enables us to help tweak the architectural plans in ways that are very easy to do with a pencil, as opposed to after a home is built.”

Poux cites a remote ranch property in Texas.

Curt Goetsch, head of underwriting, Private Client Group, Ironshore

“The client was rebuilding a home but also installing new roads and grading and driveways. … The property was very far from the fire department and there wasn’t any available water on the property.”

Poux’s team was able to recommend underground water storage tanks, something that would have been prohibitively expensive after construction.

“But if the ground is open and you’ve got heavy equipment, it’s a relatively minor additional expense.”

Homes that graduate from the Smart Build program may be eligible for preferred pricing due to their added resilience, Poux said.

Recovery from Loss

A major component of disaster resiliency is still recovery from loss, and preparation is key to the prompt service expected by homeowners paying six- or seven-figure premiums.

Before Irma, PURE sent contact information for pre-assigned claim adjusters to insureds in the storm’s direct path.

“In the high net worth space, sometimes it takes longer potentially to recover, simply because there are limited contractors available to do specialty work,” said Curt Goetsch, head of underwriting for Ironshore’s Private Client Group.


“If you’ve got custom construction or imported materials in your house, you’re not going to go down the street and just find somebody that can do that kind of work, or has those materials in stock.”

In the wake of disaster, even basic services can be scarce.

“Our claims and risk management departments have to work together in advance of the storm,” said Bitterman, “to have contractors and restoration companies and tarp and board services that are going to respond to our company’s clients, that will commit resources to us.”

And while local agents’ connections can be invaluable, Goetsch sees insurers taking more of that responsibility from the agent, to at least get the claim started.

“When there is a disaster, the agency’s staff may have to deal with personal losses,” Goetsch said. &

Jon McGoran is a novelist and magazine editor based outside of Philadelphia. He can be reached at riskletters@lrp.com.