2020 Report: Now Available for Pre-Order

The 2020 study will investigate how claims leaders are capitalizing on the 1200-plus frontline staff survey responses from the 2019 study. The 2020 study marks another industry first, as claims leaders have never before had access to such national-level, talent market data upon which to take action. Additionally, the 2020 study will examine COVID-19’s impact on claims operations, introducing a new line of inquiry to 1) assess how the pandemic is affecting claims management practices, and 2) identify strategies claims organizations are utilizing to service and support employers, injured workers, and claims staff during these extraordinary times.

2019 Report Summary

For the first time ever, the study surveyed frontline claims professionals (instead of claims executives) to ascertain alignment between industry leadership and staff who directly handle workers’ compensation claims. As the industry’s largest talent constituency, with the greatest influence on financial and injured worker outcomes, the 2019 Report provides visibility into how the views of frontline staff mirror or differ from claims executives and highlights opportunities to advance the entire industry.

2018 Report Summary

Since the study launched in 2013, claims leaders have consistently ranked medical management as the core competency most critical to claim outcomes. With medical costs representing over 60 percent of claims costs in many jurisdictions, the study’s Advisory Council recommended the 2018 study further investigate what high performing claims payers are doing to surmount this top industry challenge.

2017 Report Summary

Reprising its 2014 survey questions, the 5th Annual Workers’ Compensation Benchmarking Study provides an industry report card by measuring advancement in claims management over the past three years. Additionally, it reveals a more robust profile of the successful claims organization with an expanded set of practices differentiating them from lower performers. Lastly, the study continues its exploration of the emerging “claims advocacy” approach to engaging injured workers.

2016 Report Summary

For the first time in its four year history, the 2016 study identifies which claims best practices are generating better outcomes and clearly differentiating high performing claims organizations from industry peers. Results from this nationwide survey of 492 claims leaders substantiate various methods that drive claims success. Building on the cumulative intelligence and research with nearly 1,200 claims leaders, the 2016 study provides a convincing, data-backed profile of the higher performing claims organization.

2015 Report Summary

Based on resounding feedback from claims professionals who have asked exactly how to overcome the widely-faced operational challenges identified in the 2013/14 studies, the 2015 study brought a new approach to the program – qualitative, focus group research. Drawing upon collaborations and interviews conducted throughout the year, Industry Executive participants related the prior years’ survey results to their strategic visions for future advancement. The ensuing 2015 Insights Report synthesized the past three years’ research into an incisive, “solutions roadmap” for claims leadership going forward. In addition to the full report, we’ve provided a study summary via this CLM WC article.

2014 Report Summary

Building upon the robust 2013 study, efforts in 2014 focused on: developing multi-year trend data, delivering further insights around the challenges revealed in 2013, identifying any potential shifts in operational focus, and assessing the impact of the Affordable Care Act.

Top issues confronting claims organizations involve addressing the rapidly shrinking talent pool, grappling with emerging technology trends, and operationalizing performance measures…all while improving productivity and reducing costs.

Strikingly similar to the 2013 study findings, the 2014 study reflects an industry facing critical hurdles, many of which are not getting better. Based on 70-plus data points from over 400 claims leaders, the 2014 results further quantify how claims organizations focus resources to address these substantial hurdles.

2013 Report Summary

Claims Leaders participated in a nationwide survey about some of their most pressing daily operational challenges. Their survey results provide a look into how claims peers are addressing current industry priorities and hurdles. The 2013 Report – with perspectives from manager, director and executive-level claims professionals – presents findings in these key areas:

  • Prioritizing Core Competencies
  • Measuring Best Practices
  • Incentivizing Operational Excellence
  • Training & Retaining Staff
  • Assessing the Impact of Technology & Data
  • Evaluating Medical Performance Management

We’ve provided a short Study Highlights overview, or you may request a full copy of the 107-page report here.

Learn More

To learn more about the study program and the industry leaders involved, please click here.