2020 Work Comp Benchmark Study – Normalizing Discomfort: 5 Ways to Future-Proof Your Organization


Moderator: Dan Reynolds, Editor-in-Chief, Risk & Insurance


  • Denise Algire, Director of Risk Initiatives & National Medical Director, Albertsons Companies
  • Vickie Kennedy, Assistant Director of Insurance Services, Washington State Department of Labor & Industries
  • Linda Butler, Director, Claims Management, Walt Disney World Resort
  • Rachel Fikes, Chief Experience Officer & Director, Workers’ Compensation Benchmarking Study, Rising Medical Solutions


As an industry built on risk aversion and mitigation, we find ourselves in need of normalizing the very discomfort we’ve erected business cultures to avoid. Workplace and business unpredictability will march on, placing an unprecedented premium on organizational resiliency. Embracing change as the default must be a focus of any workers’ compensation leader who wants to future-proof their organization.

In this one-hour webinar, study experts share leadership insights along with top study results, focusing on five key ways claims executives can cultivate adaptability, employee peak performance, and organizational success in this new post-pandemic paradigm. They include:

  1. Normalize Discomfort – Whether it’s global-level uncertainty (like new disease variants, economic recession) or industry-level disruption (like adopting new claims models), resilient organizations encourage employees to embrace continual change as the business standard, not the exception.
  2. Develop a Strong Risk Culture – Fostering a culture where employees feel safe taking risks and doing the uncomfortable, such as volunteering an unsolicited idea, admitting a mistake or pointing out a process that’s not working, paves the way for needed course corrections and innovation.
  3. Cultivate Diverse Talent – Creative problem solving requires varied viewpoints. Not only do organizations need to address the industry’s much-documented talent shortfall, but they must prioritize diversity of thought, background, experiences, and cognitive profiles while doing so.
  4. Deploy Technological Dexterity – Automating data collection, compliance tasks, and intervention alerts should enable claims teams to engage in greater critical thinking. The more bandwidth they have to solve problems, the more resilient they and their organizations will be.
  5. Measure the Past, and the Future – We must go beyond measuring backward-looking performance to measuring forward-looking resilience in order to continually improve an organization’s capacity to withstand adversity, and emerge stronger.