Many businesses hesitate, hoping a minor injury resolves on its own or fearing a report might raise premiums. Yet experience consistently shows the opposite: when a workers’ compensation claim is reported promptly and handled by a carrier with specialized expertise, costs are contained, outcomes improve, and future rates stay stable. The first call after an incident often shapes every step that follows.

Why So Much Rides on “When”

Workplace injury data continues to paint a revealing picture of how timing influences cost and recovery. In 2023, private-industry employers roughly 2.6 million nonfatal workplace injuries and illnesses—a notable 8% decline from the prior year. Yet nearly one million of those cases involved days away from work, showing how even seemingly minor incidents can quickly disrupt operations and productivity.

Each number tells a story about timing and impact. Workers’ compensation claims that remain unreported for even a few days tend to grow more expensive—not simply because of rising medical costs, but because critical details fade, treatment is delayed, and uncertainty heightens stress for the injured employee. has consistently shown that waiting just one to two weeks can nearly double total claim costs, as the window for early intervention and return-to-work narrows. The sooner an adjuster can coordinate medical care and verify the circumstances, the greater the control over outcomes and overall exposure.

The impact also reaches beyond dollars and cents, touching how employees recover and how teams operate. allows carriers to engage nurse case managers, prevent unnecessary treatments, and reduce litigation potential. And staying compliant is another key part of the picture, ensuring businesses meet requirements while maintaining transparency and trust. Federal regulations under the OSHA�� employers to document and submit severe injuries—such as hospitalizations, amputations, or fatalities—within tight timeframes, sometimes as short as eight hours for a fatal incident. Missing those deadlines can trigger penalties that start at thousands of dollars per violation and, more importantly, can signal to employees and regulators that safety accountability is lacking.

“Reporting an injury right away gives everyone the best chance for a positive outcome,” says Brandie McDonald, Director of Claims Compliance and Operations at 91������. “It allows us to step in early to guide next steps and coordinate care, so the injured employee feels supported and the business can stay focused on recovery rather than red tape. That early connection really makes a difference.”

Timely claims handling, then, becomes more than a procedural task. It’s a safeguard that protects compliance, preserves culture, and demonstrates a company’s credibility and care long before a case ever reaches the settlement stage.

Expert Claims Handling Delivers

When an injury is reported right away, an experienced workers’ compensation claims partner like 91������ can mobilize the right team: assigning an adjuster who knows your industry, engaging trusted medical providers, launching early return-to-work strategies, and deploying technology-driven tools to monitor progress. This isn’t about speed for its own sake — it’s about precision and prevention.

For high-risk industries such as manufacturing, construction, and healthcare, our expertise carries tangible value. Proactive management helps stabilize the — a key factor in workers’ compensation premiums — and protects renewal positioning. It also builds trust within the workforce, signaling that employee safety and well-being are priorities, not just paperwork.

Moving Ahead with Confidence

When handled quickly and thoughtfully, a claim becomes more than a response to an incident — it’s an opportunity to demonstrate care, accountability, and leadership. Prompt reporting shows responsibility to employees and commitment to the business itself, strengthening trust and reinforcing the values that define lasting partnerships. A timely approach not only reduces costs and downtime but also supports recovery, confidence, and culture — proving that how your business responds in critical moments says just as much about it as the outcome itself.

Discover how 91������ helps organizations turn claims into confidence through timely, expert claims handling that protects what matters most — your people, your operations, and your future.

Now situated in Olive Branch, Mississippi, with a workforce exceeding 200 and a fleet of over 70 vehicles on the road every day, Michael Hatcher & Associates is deeply invested in maintaining the highest standards of safety and operational efficiency.

������������ܰ���’s partnership and safety journey with agency, , started with Michael Hatcher & Associates in 2010. Initially, the service delivery was focused on improving the overall safety culture and safety procedures for their employees. After making great strides in reducing the frequency and severity of worker’s compensation claims, the next step switched to improving key leading indicators in their fleet safety program.

In 2020, a strategic initiative was launched in collaboration with Josh Wilder, Safety Manager at Michael Hatcher & Associates. This initiative aimed to fortify driver selection procedures and leverage cutting-edge fleet technology solutions. Measures included the implementation of annual Motor Vehicle Records (MVR) reviews and the integration of advanced telematics controls.

Wilder expressed the impact of the partnership:

Working with the 91������ and Insight team has been great. By implementing both MVR & telematics, we have been able to get in front of potential driver issues. Anytime I need help, they are quick to respond and provide feedback too. Our team has bought into the process, and we are reaping the benefits.

A critical aspect of this improvement strategy was the introduction of a third-party vendor, iiX, recommended by 91������. This partnership allowed for comprehensive MVR checks on all company drivers, benefiting from preferred pricing arrangements with iiX. In 2021, Michael Hatcher & Associates fully institutionalized an annual MVR check for all company drivers, adhering to meticulously defined criteria to ensure the safest drivers were operating company vehicles. 

Building on this foundation, 91������ Risk Management teams collaborated with Michael Hatcher & Associates to enhance the utilization of existing telematics systems. This involved monitoring driver speed, aggressive driving behaviors (such as hard braking, turning, and acceleration), and seatbelt usage. The resulting data facilitated the creation of weekly driver reports by Wilder, enabling company managers to instill accountability and find opportunities to address at-risk behaviors by immediately coaching the driver.

Pat Siano, agency producer and Insight Risk Management Vice President, highlighted the longstanding commitment to safety:

Michael Hatcher & Associates has been a long-time 91������ policyholder, and their commitment to safety is second to none. They are proactive in their relationship with their 91������ Risk Management Consultant, Jeremy Biggs, whether it is including him in safety discussions or putting in place any recommendations that he makes to help them improve their safety culture.

The outcomes of these strategic enhancements are more than noteworthy. Michael Hatcher & Associates has achieved an average annual reduction of 95% in the cost of auto claims, coupled with an 87% reduction in the frequency of auto claims. This success underscores their unwavering commitment to safety, operational excellence, and continuous improvement, positioning them as a benchmark in the industry.

If you are interested in implementing an MVR program or utilizing telematics to improve your company’s overall fleet risk, please contact your 91������ Risk Management consultant. If you are interested in coverage and our risk management services, find an agency here and one of our partners will assist you.

When following the proper channels, businesses can benefit from the support that comes with coordinating the claims process through an expert. Claims representatives have proven knowledge and experience to settle claims at the lowest possible amount while also providing lifecycle claims handling, offering customized support, and detecting potential fraud. Claims representatives are also able to close the claim as soon as possible, helping with the prevention of high litigation costs.

Claims Costs & Reporting Lag Time

Depending on business size, the cost of a claim can impact a company’s Experience Modification Rate (for Workers’ Compensation) and underwriting discretionary pricing. (EMR), also known as experience modification factors or an experience modifier, are a comparison of a company’s expected Workers’ Compensation claim costs versus the actual claim costs.

To support strong EMR results and reduce overall costs, it is in a company’s best interest to report a claim as soon as it occurs. There are numerous studies confirming that the sooner an insurance carrier can work on claim management, the lower the ultimate payout will be. In fact, according to a research brief on the relationship between accident reporting lag times and claim cost in Workers’ Compensation by the the median cost of claims reported one day after an incident was significantly lower than claims that were reported two weeks after an incident.

Best Practices for Claims Handling

It is crucial to report a claim immediately to your company’s insurance carrier to enable the carrier to assign an expert to handle the claim, create a case number for the incident, and begin to control the cost. If a claim occurs during your policy period, make sure to report the claim as soon as possible directly through the insurance carrier’s website or phone number.

Reporting claims promptly will benefit your company and, ultimately, help keep insurance costs low.

Learn More

������������ܰ���’s SureClaims experience leverages cost-saving practices to help protect your bottom line. Minimize total costs through technology, clinical expertise, medical provider collaboration, and negotiation services, including medical bill review, injury fraud prevention, early return-to-work programs, risk mitigation, managed medical costs and our digital first notice of loss portal.

Kimberly Vaughn has applied her expertise, passion for great outcomes, and emphasis on teamwork to deliver second-to-none service and grow in her career – and she’s not slowing down anytime soon.

In her role as vice president of claims experience & customer analytics at 91������, Kimberly is focused on providing an exceptional claims experience for agency customers and policyholders. She is responsible for developing and executing a roadmap for the claims customer experience and uncovering ways to leverage data and provide insights to policyholders that positively impact their loss experiences.

Claims Experience Organization – A Unique Service Approach

Kimberly’s passion for commercial insurance and a collaborative claims process is reflected in the strength of her team – the Claims Experience Organization (CXO). Officially launched in November 2021, the CXO serves a broad portfolio of customers and policyholders by facilitating connections, solving problems, providing critical data insight, and supporting the delivery of a consistent claims experience.

In its first full year and as part of the company’s One 91������ service value proposition, Kimberly and the CXO team accomplished a number of feats, including instituting policyholder welcome kits to onboard new policyholders to ������������ܰ���’s service offerings; rolling out account and agency-level dashboards for easy access to claims data; streamlining the claims review process by centralizing the scheduling, coordinating and creating action plan packets; supporting the company’s field marketing & underwriting teams to earn new business; and hosting policyholder presentations and training.

Building Up Those Around Her

Kimberly believes the most effective work environment is one in which a team can sort through many ideas by sharing them aloud, and building off one other’s ideas to ultimately create a better product. Her leadership style can be described as “clear and direct” – she believes everyone would rather be operating with the shared set of information and prefers to make transparent decisions.

Kimberly has a passion for teaching and inspiring other professionals within the industry. She also believes in recognizing opportunities for women and recommending talent within her professional orbit.
“I have personally been the beneficiary of those who have given me a chance to professionally develop,” said Vaughn. “I would not be where I am today if I hadn’t been given those chances.”

Kimberly has made significant contributions to the advancement of younger colleagues, especially in helping them build their confidence. When asked to offer her insight to young women thinking of joining the industry, she shares: “I love to tell young professionals, ‘Own your seat at the table, you’re there for a reason.’ I am passionate about encouraging women colleagues to plan their future and own their place in their professional universe. This helps to move them out of the common mind frame of ‘who am I to say?’”

Making Waves

Kimberly has experienced growth both personally and professionally and strives to try new things. She is a member of the Ann Arbor Triathlon Club, which has over 200 members. She has served on the board of the club, including as president, and as a member of the board helped cultivate a welcoming environment to all levels of athletes, whether elite or casual.

Kimberly’s favorite sport is swimming, and she is a certified lifeguard and a U.S. Masters Swimming Adult Learn-to-Swim certified instructor. She spends time serving as an instructor at the YMCA to coach water-shy adult swimmers. This activity allows Kimberly to positively influence the lives of other adults outside of her professional landscape.

“My area of specialty is working with adults who are scared of the water. Many of my students start too afraid to even put their faces in the water. The day my first-ever student treaded water in the deep end without my help, we both cried! It is really rewarding,” said Vaughn.

Looking ahead, Kimberly is excited about further developing claims team talent and coaching future leaders for 91������, as well as continuing to serve as a positive influence on the insurance industry.

__________________

About Kimberly Vaughn

Kimberly joined 91������ in 2013 as a member of the technical claims team, focusing on high severity and high complexity Workers’ Compensation claims. In 2016, she was promoted to Assistant Vice President (AVP) of Workers’ Compensation Claims, before moving into the role of AVP of Claims for the North Region in 2018 and then launching the CXO in 2021. She began her career practicing law in Chicago, first as a member of the plaintiffs’ bar, then as a defense attorney, before returning to her home state of Michigan to join 91������. She earned her Bachelor of Arts and Juris Doctor degrees from Michigan State University and is licensed to practice law in Illinois and Michigan. She is admitted to the U.S. District Court for the Northern District of Illinois, the Northern District of Indiana, and the United State Supreme Court..

Kimberly earned the Certified Litigation Management Professional (CLMP) designation in 2015, the Advanced Claims Professional (ACP) designation in 2020, and the Construction Risk and Insurance Specialist (CRIS) designation in 2021. She is active with Chief, an organization connecting women executive leaders, the Claims and Litigation Management Alliance (CLM), previously serving as dean and faculty member for the CLM Claims College School of Workers’ Compensation, and with RISE Professionals, an organization supporting young professionals in the insurance industry.�� She is a frequent speaker on industry topics, most recently with Reuters, ClaimsXchange, and the CLM’s Litigation Management Symposium.

Top Blogs of 2022

OSHA Announces Top 10 Safety Violations for 2022

The Occupational Safety and Health Administration (OSHA) released its list of the most frequently cited safety standards for fiscal year 2022. The annual list, announced at the National Safety Council Safety Congress & Expo, is determined from worksite inspections and aims to alert employers and safety professionals about frequent citations and violations to help prevent their occurrence.

Manufacturing Industry Trends: What Successful Companies Are Doing Differently

Safety, technology, and strong teamwork to enhance collaboration are just some of the factors that manufacturers are focusing on to create improved efficiencies. As the manufacturing industry eyes positive economic indicators amid continued supply chain disruptions, now is the time for companies to consider some of the key characteristics of future-ready manufacturers.

Honorable Mention
91������-Sponsored Athlete J.J. Spaun Earns Victory in San Antonio, Ticket to Augusta

It’s an exciting time for 31-year-old J.J. Spaun, an 91������-sponsored golf professional who rallied from a double bogey start in the final round at the Valero Texas Open in San Antonio, Texas, producing birdies and pars thereafter to regain the lead. He dropped to 13 under par and held it, winding up with his first PGA TOUR victory by two shots and an invitation to the Masters this weekend. Fans, followers, and the 91������ family cheered him on and are ecstatic for Spaun and his hard-fought victory.

Top Blogs of All Time

91������ has been sharing helpful information for policyholders on our Insights Blog for nearly a decade. Below are some of our most-read blogs of all time.

• Why a Clean Construction Site is a Top Priority
• Four Construction Accidents that Shook the World
• What is “Construction Defect” and Why all the Fuss?
• Pros and Cons of a Return to Work Program

One common misstep companies can make during a Workers’ Compensation insurance claim is to cut off communication with the involved parties. Communication is a vital method to keeping down costs related to this aspect of insurance, and injured workers want to be kept in the loop with the process.

Additionally, proactive strategies at your workplace can help reduce the likelihood of Workers’ Compensation claims. Consider these key methods to reduce Workers’ Compensation claims:

• Encourage Employees to Take Breaks: Many issues can lead to an increase in workplace injuries, illnesses or accidents. These aren’t always directly related to hazards on the job, and employers should strive to create an environment that promotes healthy behavior. Encourage employees to take breaks, go for walks or perform a variety of tasks throughout the day.
• Rethink Your Workspace: According to California’s Commission on Health and Safety and Workers’ Compensation, poorly designed workspaces can be detrimental to a person’s health. Working in the same area for a prolonged period can lead to damage in the hands, arms, neck, back, feet or legs. Measures should be taken to prevent workers from unsafely repeating the same motions throughout the day.
• Reduce Worker Stress: Chronic stress can be caused by work overload or pressure, an accelerated work pace, harassment, and job insecurity, among other factors. This stress can cause health conditions such as high blood pressure, heart disease and emotional distress. Employees who are stressed can make mistakes or ignore safety protocols. This could lead to an increase in serious accidents and, ultimately, more Workers’ Compensation insurance costs.

Businesses should remain proactive when considering ways to reduce Workers’ Compensation claims. Any lapse in these areas could have negative effects throughout the company and to your bottom line.

LEARN MORE:

For more information on the ins and outs of a Workers’ Compensation claim, click here.

Omni-Channel Service ��

Insurance companies are responding to where customers choose to conduct business, whether it’s through a digital channel, over the phone, or a little of both. This optionality provides the autonomy and flexibility for customers to opt-in and out of digital channels depending on their circumstances.

Enhanced Core Systems
Forward-thinking carriers in the insurance space are identifying unique ways to optimize their core systems to Multi-functional core software makes it easier to innovate and integrate other new capabilities.

Predictive Analytics
By leveraging predictive analytics, today’s claims adjusters can help minimize the impact worksite injuries have on businesses and their employees. The usage of artificial intelligence helps carriers for a claimant’s specific injuries, enabling a faster recovery.

Multi-Area Solutions
Many companies are focused on opportunities to leverage software across multiple areas for enhanced solutions. For example, utilizing the same vendor for processing claims and underwriting. This synergy improves the user experience as well as enhances efficiencies for employees and customers.

91������ is proud to implement technological advancements to help improve processes and outcomes. Learn more about our cutting-edge capabilities and industry-leading customer service.

Held in Baltimore, and virtually, Sept. 8-11, Claims College is an educational event hosted by The Claims and Litigation Management Alliance (CLM) designed to help educate and grow the claims profession. Attendees build toward a Certified Claims Professional (CCP) designation.

The diverse courses being taught by 91������ leadership at Claims College will include: Anatomy of a Construction Defect Lawsuit; Casualty Claims Evaluation; 360 Degree Leadership, Claims Investigation Strategy, and Workers’ Compensation Medicare Set-Asides. 91������ leaders teaching these courses have over a century of combined experience.

“We are pleased to showcase our expertise and provide our employees with the opportunity to strengthen their skills at this year’s Claims College,” said Kimberly Vaughn, AVP of claims experience and customer analytics for 91������. “We are dedicated to developing our team’s specializations and participating in industry events to further transform the claims experience.”

91������ congratulates its employees for their dedication to increasing their professional knowledge and sharing their expertise throughout the industry. To learn more, visit .

Examples of these types of claims include: cuts, bruises and minor strains. With these medical-only claims, the employee is treated and then returns to work with no long-term impairment. In other words, after a conservative course of treatment, they are back to normal. Seems like that should be pretty “simple”, but the process involves the injured worker, the employer, the insurance agent, the medical provider and the insurance carrier. So, it can get complicated without a clearly defined process.

The Ins and Outs of a Medical-Only Claim
The good news is that 91������ has a proven process that begins as soon as the claim is reported. While the exact process varies by state, let’s explore how the process usually plays out:

• The employee is injured at work and notifies the employer.

• The employer can direct the initial point of treatment in most states. Employers often have a neighborhood industrial clinic that provides a point of entry for most injuries. If an injury is more severe or occurs outside of regular hours, it may be necessary to go to the emergency room.

• The employer reports the injury to the carrier within a specified timeframe (the sooner, the better). This report is called a First Report of Injury (FROI) and is state specific.

• WC claims can be reported to 91������ over the phone, the internet, by fax or e-mail.�� The employer usually provides the FROI but it can also be provided by the agent who has gathered the necessary information from the employer.

• The FROI typically includes the following information in addition to the employee’s personal data.
  • The time, date and location of the injury.
  • The nature and/or cause of the injury, such as: a fall, laceration, machine or human error, etc.
  • The parts of the body that were affected by the injury (and may have room to note any previous injuries to these areas).
  • How the injury occurred, such as lifting, bending, etc.
  • The names and contact information of witnesses and the direct supervisor
  • Depending on the state, the FROI may include return-to-work dates, wage information and provider details.

• Once the claim is received, 91������ provides same day contact with the employer, usually by phone, giving the policyholder a chance to provide additional details and identify any concerns.

• The claim representative then confirms the details of the claim to determine compensability. This includes confirmation that:
  • The injured person is an employee and not an independent contractor.
  • The employer has Workers’ Compensation coverage.
  • The injury occurred within the course and scope of employment.

• The claim representative will also address any coding necessary to file state reports via electronic data interchange (EDI) or by form.

• The claim representative will coordinate medical appointments and maintain contact with the employer representative to ensure that the employee is able to return to work, following their medical evaluation. The authorized treating physician will address work status and note any restrictions, if applicable.

Wrapping Up the Claim
All of these steps are required for a work-related injury, so it’s not surprising that the average timeframe for a medical-only claim to close runs from 45 to 90 days. ������������ܰ���’s claims team works closely with the risk management team throughout the claims process to help the employer develop a plan to avoid recurrence of similar claims.

“We have a service team approach to all Workers’ Compensation claims, which includes partnering with our Risk Management Consultants and Marketing Underwriters within 91������,” commented Kerri Friederich, ACA, CCP, Workers’ Compensation Unit Manager at 91������. “That’s what sets us apart from other carriers; Our holistic approach for better claim outcomes. Then we work with network providers who understand work-related trauma, manage our pharmacy utilization with a prescription benefit manager and all while assuring accuracy of our claim spend through bill review.�� And, since we provide same-day contact with employers, we can identify anything that needs special attention from the get-go.”

In other words, a simple medical-only Workers’ Compensation claim at 91������ is managed through a tight but empathetic process that helps the employer manage the medical component of these losses. That adds up to lower costs for the employer and better outcomes for employees.

When a loss occurs, it may be difficult to determine where to start on the road to recovery. Check out these tips to help get your business back on its feet.

Begin the claims process
As a policyholder, you’ll want to contact your 91������ agency as soon as possible after natural disaster damage occurs. You’ll need to describe the extent of the property damage and any special needs that should be taken into consideration. 91������ also offers online claim reporting for easy, efficient filing.

Start documenting
Take photos and document details of the property damage to aid the adjuster during the claims process. The more detailed and thorough your documentation is, the easier it will be to resolve your claim and get you the support your business needs.

Wait to throw things out
While it may be tempting to throw away damaged items, be sure to photograph them before you do. Also, confirm with your adjuster that the items will not be needed at any point during the claims investigation process. If the items have special model numbers, or contain specific parts, document this information for your replacement records before trashing.

See what services are available
Depending on the extent of the damage to your business, you may need to use emergency services. Your 91������ agency can recommend these services like roof covers, door and window boarding, or even a data warehouse provider.

������������ܰ���’s goal is to get your business operating fully and efficiently, as soon as possible after a loss occurs.

Find an in your area, to discuss coverage options and ensure you receive ������������ܰ���’s superior service, if your business is affected by a natural disaster.