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2022 NWCDC Benchmarking Survey Session + Assistance Needed


2022 NWCDC Benchmarking Survey Session Covered Interesting Info

The 2022 NWCDC Benchmarking Survey provided some great insight into an internal analysis of their workers’ comp claim departments.  These are my handwritten notes from the session.  I may throw in a comment or link in a few locations in the articles.

2022 nwcdc benchmarking study session graphic

If you are a Workers Comp claims leader, check out this article from last week.  The annual survey providers need to hear from as many people as possible.  The survey takes 15 – 20 minutes.   A 10-Year report card will be released soon.  Have your voice heard – anonymously.

Injured Workers Advocacy Programs

Psychosocial factors were not considered as a part of claims up to 10 years ago.  Use an injured worker advocacy program.

Most medical treatment networks do not realize the importance of psychosocial factors.

Do not talk about $$ without talking about people.  There is now and always has been a stigma around mental health.

Psychosocial factors are not the same as psych claims.  I have heard this concern voiced many times over the years.

A claims litigation study in 2010 by WCRI showed two major factors in higher litigation rates:

  1. Late payments – late payments ruin claims quickly.
  2. Bad communication – I agree totally.  The claims staff’s main task is to communicate with the employer, injured worker, and treating physician.

From the 2021 Benchmarking Study

58% of the respondents to the study said that their claims departments had improved their communication skills.  That is a large number.

Get to know and establish trust with claimant attorneys.  Most of the claimant attorneys that I have worked with over the years do not trust claim departments.  This might be a place to improve even my own communications.

Return to Work Issues

Dedicated resources between medical providers, employers, and injured employees.   Discuss what the injured employee can do, not can’t do.

70% of all workers’ comp policyholders are less than 10 people.   The return to work resources may be very limited.

Medical providers will not know the complete job.   Job banks are a good idea.

Claim Practices Are Changing

There are now more empathetic, customized communications that involve the injured employee in the return to work process than in the past.

Recorded statements are not as popular as they once were 20 years ago.  Let the injured employee know that the recorded statement is a part of the documentation in the file.

2022 NWCDC Benchmarking Survey Session – Q&A

Medical provider incentivization – must treat using specific guidelines

Core practices work in all states including unionized ones.



James J Moore - Workers Comp Expert

Raleigh, NC, United States

About The Author...

James founded a Workers’ Compensation consulting firm, J&L Risk Management Consultants, Inc. in 1996. J&L’s mission is to reduce our clients’ Workers Compensation premiums by using time-tested techniques. J&L’s claims, premium, reserve and Experience Mod reviews have saved employers over $9.8 million in earned premiums over the last three years. J&L has saved numerous companies from bankruptcy proceedings as a result of insurance overpayments.

James has over 27 years of experience in insurance claims, audit, and underwriting, specializing in Workers’ Compensation. He has supervised, and managed the administration of Workers’ Compensation claims, and underwriting in over 45 states. His professional experience includes being the Director of Risk Management for the North Carolina School Boards Association. He created a very successful Workers’ Compensation Injury Rehabilitation Unit for school personnel.

James’s educational background, which centered on computer technology, culminated in earning a Masters of Business Administration (MBA); an Associate in Claims designation (AIC); and an Associate in Risk Management designation (ARM). He is a Chartered Financial Consultant (ChFC) and a licensed financial advisor. The NC Department of Insurance has certified him as an insurance instructor. He also possesses a Bachelors’ Degree in Actuarial Science.

LexisNexis has twice recognized his blog as one of the Top 25 Blogs on Workers’ Compensation. J&L has been listed in AM Best’s Preferred Providers Directory for Insurance Experts – Workers Compensation for over eight years. He recently won the prestigious Baucom Shine Lifetime Achievement Award for his volunteer contributions to the area of risk management and safety. James was recently named as an instructor for the prestigious Insurance Academy.

James is on the Board of Directors and Treasurer of the North Carolina Mid-State Safety Council. He has published two manuals on Workers’ Compensation and three different claims processing manuals. He has also written and has been quoted in numerous articles on reducing Workers’ Compensation costs for public and private employers. James publishes a weekly newsletter with 7,000 readers.

He currently possess press credentials and am invited to various national Workers Compensation conferences as a reporter.

James’s articles or interviews on Workers’ Compensation have appeared in the following publications or websites:

  • Risk and Insurance Management Society (RIMS)
  • Entrepreneur Magazine
  • Bloomberg Business News
  • WorkCompCentral.com
  • Claims Magazine
  • Risk & Insurance Magazine
  • Insurance Journal
  • Workers Compensation.com
  • LinkedIn, Twitter, Facebook and other social media sites
  • Various trade publications


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