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Why Is Workers Comp Claims Staff Turnover So High?


10-Year Benchmarking Study – Workers Comp Claims Staff Turnover Increasing

I viewed/attended a webinar sponsored by various Workers’ Comp organizations just before the Holiday.  Not to center on the negative aspects, but why is the workers’ comp claims staff turnover figure increasing at such a high rate? I will explain why this figure is so important to a long-term file in this article.  The title slide from the webinar is below.

You can see the webinar and download the slide deck here.  It is definitely worth a review of the slides and if you have the time – watching the webinar.

Peter Rousmaniere invited me to attend a Workers Comp think tank in Chicago almost 10 years ago.  Check out this article that I wrote about the meeting.  The study blossomed into a full benchmarking study with 10 years of solid data.

One of the years included a survey of frontline workers – finally, someone asked the workers in the trenches.   I do not want to focus on the negative as the study/webinar/slides show many positive developments.

Why Focus on Claims Staff Turnover?

One of the huge concerns, when we (J&L) do claims reviews for clients, is the degradation of file handling due to multiple adjusters working on a file over time.   That leads to the loss of the “internal map” of the file.   Claims staff turnover including medical-only adjusters and administrative assistants also affect the files negatively.    Let us look at the slide and a well-thought-out solution by one of the speakers after the slide, and of course, my conclusion.    My first claims manager from long ago, said – “Do not bring me a problem unless you have a solution in your back pocket.”

Graph of workers comp claims staff turnover last decade


Probable Solution

A solution that stuck out was presented by Jason Beans (CEO/Founder).  Jason and Rachel (Rising Medical) have been very helpful in answering my stupid questions over the years.

The quote from slide 19  is:

Huge Have/Have Not gap appearing – the companies that execute on their technology and culture will create massive competitive advantages over their more static peer group over the next five years. 

My conclusion is that I agree with Jason.  I think technology and culture post-pandemic are beyond critical as claims staff turnover can be reduced by permanently offering workers remote work, if possible, or providing in-office work if the claims staff does not like remote work or a combo of inside/outside work.

Related: 10-Year Workers Comp Claims Report Card – Nice Info



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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