White Paper

One Cupcake at a Time: Building Trust in AI

Claims leaders see AI’s potential for faster decisions and better outcomes, but capability means little without employee trust. Adoption depends on bridging the gap between promise and uncertainty.
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White Paper Summary

The workers’ compensation industry is in the midst of a technological revolution. From document intelligence at intake to agentic AI that helps junior adjusters make senior-level decisions, artificial intelligence is fundamentally changing how claims are managed. Yet for all the promise, claims leaders must navigate real challenges, from employee fears about job security to new governance demands.

To explore how organizations are successfully implementing AI, Risk & Insurance spoke with Christina Ozuna, Vice President of Corporate Claims at EMPLOYERS, and Matt High, Senior Vice President of Bill Review Operations at MedRisk. Their insights reveal an industry at an inflection point — one where technology is advancing faster than many leaders imagined possible.

To learn more about MedRisk, please visit their website.

MedRisk is the leader in physical rehabilitation for the workers’ compensation industry. Our clinically based program ensures evidence-based care, reduces costs, and promotes return to work.