Elevate the Adjuster: A Talking Point from ‘Does Our System Do Harm’
Written by: Nikki Jackson, CPCU, ARM, CDMS
 On a sunny morning in Florida, we settled into the Palms Ballroom to discuss the workers’ compensation system and how the structure is impacting outcomes. Kimberly George and Mark Walls moderated the industry keynote at WCI, ‘Does Our System Do Harm’. The two employer panelists included Michele Adams, the VP of Risk Management Operations & Casualty Claims at Walmart, and Susan Shemanski, the VP of Corporate Risk Management at Adecco. Other panelists included David Langham, Deputy Chief Judge of Compensation Claims in Pensacola, FL, and Max Koonce, Chief Claims Officer at Sedgwick.
There was a consensus that the current system is filled with complex claims processes and procedures which are negatively impacting the injured or ill workers and the administrators of their claims. Koonz said, 90% of workers’ compensation claims are closed within the first 12 months. The challenge is the bells, whistles, and logistics that cause delays for the remaining 10%.
Michele Adams passionately spoke about the challenges the system has created for giant retailers. She added the importance of looking at the entire system holistically and commented on some of the fragmented processes across the country.
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