This early window determines the tone, direction, and cost of the entire claim. Get it right, and you build trust, reduce stress, and keep the claim on track. Get it wrong — or worse, do nothing — and you open the door to confusion, frustration, and potentially years of litigation, delays, and lost productivity.
Let’s explore why this window matters so much, what most employers get wrong, and what you can do — starting today — to make the first 24 hours your program’s greatest strength.
Why the First 24 Hours Matter
Research from the Workers Compensation Research Institute (WCRI) and real-world claims experience both confirm the same truth: employees who feel ignored or uncertain in the early stages of a claim are significantly more likely to hire an attorney, disengage, or extend their time off.
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“9-Element Blueprint To Create Your Workers’ Comp Employee Brochure”
Why? Because within the first day of an injury, most workers are asking:
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“What happens now?”
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“Who’s paying for this?”
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“Do they even believe me?”
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“Am I going to lose my job?”
If those questions are met with silence, fear takes over. That’s when a claim becomes not just a physical injury, but an emotional one — and often a financial one for the employer, too.
But when the company responds quickly, clearly, and with empathy, the employee feels supported, and trust stays intact. That’s how you reduce claim duration, avoid litigation, and protect both your people and your bottom line.
What Employers Often Miss
Many organizations assume the system is working — that the claim was filed, the adjuster will call, and the employee knows what’s going on.
But too often:
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The injured worker doesn’t know who to talk to.
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Their supervisor hasn’t reached out.
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HR is buried in paperwork and never checks in.
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No one confirms next steps or sets expectations.
This creates a dangerous silence. And silence leaves room for doubt.
Even if your paperwork is perfect and the adjuster is competent, the injured employee may feel like they’ve been left behind. And in workers’ comp, perception is reality.
The 3 Essential Actions in the First 24 Hours
To transform your injury response, focus on these three key actions, all of which can be systematized and repeated with every injury.
1. Make the First-Day Phone Call (or In-Person Conversation)
This is your #1 opportunity to show that the organization cares.
Use the Empathy Sandwich framework:
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Start with empathy: “We’re so sorry you were hurt — how are you feeling today?”
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Deliver logistics: “We’ve submitted the claim, and you’ll hear from our adjuster within 24 hours. We’re covering your medical care, and we’ll support your recovery.”
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End with encouragement: “You’re a valued part of this team. Let us know if you need anything — we’re here to help you through this.”
This call takes 10 minutes — but it can prevent 10 months of frustration and legal fees.
2. Send a Get Well Card or Personalized Message
This might seem small, but it’s a powerful reinforcement that the employee is more than just a claim number.
A simple, handwritten card from a supervisor, team, or HR leader shows:
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The company noticed
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The company cares
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The worker isn’t forgotten
This act of humanity builds loyalty and lowers the risk of adversarial behavior.
3. Set Expectations and Provide a Roadmap
Employees are often in the dark about:
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How they’ll be paid
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Who they’ll hear from
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How long recovery will take
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What they can expect in terms of job protection or transitional duty
Use a workers’ comp brochure or quick handout that walks them through the process in plain language.
Better yet, explain it during the first-day call:
“We’ll be checking in weekly to see how you’re doing. Our goal is to support your recovery and get you back to work safely — even if that means modified duties at first.”
This removes guesswork and gives the injured worker confidence in the system.
Systematizing the 24-Hour Response
You don’t need to reinvent the wheel with each injury. Instead, build the 24-hour response into your claims communication system:
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Use checklists for supervisors and HR
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Keep get well cards pre-stamped and ready
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Train all managers on the empathy sandwich script
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Automate distribution of your injury response brochure or link to a digital version via QR code
When the process is repeatable, it becomes reliable. And when it’s reliable, your outcomes improve every time.
Final Thought: Trust Is Built in the First 24 Hours
The moment after an injury is not just a claims moment — it’s a relationship moment. It reveals what kind of employer you really are, and how much your people can count on you when it matters most.
By acting fast, communicating clearly, and leading with empathy, you turn those first 24 hours into the strongest part of your workers’ comp program — and the beginning of a smoother, faster recovery for everyone involved.
Michael Stack, CEO of Amaxx LLC, is an expert in workers’ compensation cost containment systems and provides education, training, and consulting to help employers reduce their workers’ compensation costs by 20% to 50%. He is co-author of the #1 selling comprehensive training guide “Your Ultimate Guide to Mastering Workers’ Comp Costs: Reduce Costs 20% to 50%.” Stack is the creator of Injury Management Results (IMR) software and founder of Amaxx Workers’ Comp Training Center. WC Mastery Training teaching injury management best practices such as return to work, communication, claims best practices, medical management, and working with vendors. IMR software simplifies the implementation of these best practices for employers and ties results to a Critical Metrics Dashboard.
Contact: mstack@reduceyourworkerscomp.com.
Workers’ Comp Roundup Blog: http://blog.reduceyourworkerscomp.com/
Injury Management Results (IMR) Software: https://imrsoftware.com/
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Do not use this information without independent verification. All state laws vary. You should consult with your insurance broker, attorney, or qualified professional.
