White Paper
2023 Workers’ Compensation Benchmarking Study: Views from Frontline Talent
White Paper Summary
At the core of every workers’ compensation claim is a frontline claims professional shaping the injured employee’s journey towards recovery. These claims professionals, with their expertise, empathy, and efficiency, have long been the cornerstone of effective claims management. Yet, despite their pivotal role in driving positive outcomes, their collective voices are rarely the subject of industry-wide analyses.
For only the second time in the study’s history, and the first time since the COVID-19 pandemic reshaped our work environment, the 2023 Workers’ Compensation Benchmarking Study turns its focus to these essential professionals.
In this year’s report we present a comprehensive examination of insights gathered from over 1,300 frontline claims professionals, offering unmatched research into the evolving landscape of modern claims management.
Building on the foundation laid by previous studies, our 2023 Report compares frontline participants’ perspectives to those of the claims executives surveyed in prior years. Moreover, it quantifies the challenges, motivations, and experiences of claims professionals in our post-pandemic world. This dual approach offers a 360-degree view of industry claim operations, bridging the gap between leadership vision and on-the-ground realities.
As in prior studies, this year’s research includes a thorough exploration of four (4) study indexes—Core Competencies, Talent Development & Retention, Technology & Data, and Medical Performance Management—culminating in a 2023 Report that serves as a reflection of our current state and a roadmap for future innovation. By amplifying the voices of those at the forefront of claims and care, we equip organizations to better address the challenges and opportunities of talent retention, technology integration, outcomes management, and employee recovery.
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