3 Vital Reminders for Complex Workplace Injury Claims

By: | July 19, 2025

Michelle Kerr is Workers’ Compensation Editor and National Conference Chair for Risk & Insurance. She can be reached at [email protected].

During the RISKWORLD event in Chicago, I had a fascinating line-up of rideshare drivers, some of whom I got to know surprisingly well during our time together in heavy Chicago traffic. One of them, we’ll call him Ray, offered the most illuminating 52 minutes of my day.  

Ray is a personable guy, and immediately asked what I was in town for, and what I do for a living. At the mention of workers’ comp, he said, “Oh, I’ve had some experience with that …” 

I expected a simple story about a broken foot perhaps, or a low-back strain, but no. Ray had faced a true worst-case scenario: During the course of an assessment at a client facility nine years ago, Ray began to ascend an extension ladder, but he never made it past the third rung. The ladder’s locking mechanism failed. It collapsed onto itself, pulling Ray between rungs and crushing both of his legs. 

He was working as a third-party worksite safety analyst and consultant. (No irony there.) 

Ray’s parents became his caregivers and advocates, alongside an excellent nurse case manager. Of course there were lawyers, and a trial with complicated questions about who to pin the liability on. 

Ray endured six surgeries. His legs could not bear weight for seven months. He spent nine months in a rehab facility. He struggled with inactivity, depression and weight gain.  

The road back, he told me, took a lot of work, “and a whole lot of tears.” 

By the time I got to O’Hare, I was stunned there had been a road back at all. Ray’s case, unfortunately, offered too many lessons in what NOT to do in the event of a complex workplace injury claim. My top three takeaways: 

  1. Never Say “Impossible” Lightly. Seven surgeons told Ray he would never walk again. What if he had believed them? Most likely, those false assumptions would have become a self-fulfilling prophecy, and Ray would be permanently disabled.  No injured worker should ever be given false hope about their prognosis. But nor should they be falsely robbed of hope without medical justification.  
  1. Your Culture Matters. What made me truly angry about Ray’s story was his employer’s response. “They treated me like a criminal,” he told me. And when he did eventually return to work, he was shunned and then fired a few months later.
  2. Team Players Required. Ray’s surgeon was clearly skilled and achieved what seven of his peers believed impossible. But he had an ego to match, and treated Ray’s nurse case manager with disdain — being generally gruff and dismissive, and otherwise non-cooperative — making it harder for her to effectively advocate for Ray. 

Veteran nurses might take that in stride, but others might not. Who advocates for the patient advocates?  

At the end of the ride, I watched with eyes wide as Ray strode to the trunk of his car to grab my suitcase, no trace of a limp. He grinned and pulled up a pant leg to show off a few surgery scars.  

Ray got an excellent tip; hearing his story meant so much to me. Incredible workers’ comp recoveries like his happen every day. Let’s ensure they’re happening because of the care an injured worker is receiving, not in spite of it.  &

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