The Trust & Care Framework That Prevents Workers’ Comp Claims From Going Legal

When employers talk about building a best-in-class workers’ compensation program, they usually jump straight to processes, vendors, adjusters, or metrics. But the true backbone of litigation avoidance comes down to three deceptively simple principles:

Trust. Care. And a Hard Line.

These principles are the foundation of what they call a high-integrity workers’ comp program — one that dramatically reduces litigation, increases injured worker confidence, and positions employers to win when cases do go to trial.

The Roots of Litigation: Fear

Before understanding how trust, care, and boundaries function, employers need to understand what actually drives employees to hire attorneys.

The WCRI study mentioned in the session uncovered three core fears:

1. Fear of getting fired

2. Fear their supervisor thinks they’re faking

3. Fear their claim was denied — even when it wasn’t

The #1 question injured workers ask is, “No one has contacted me. How do I get paid?”

The absence of communication becomes fertile ground for fear, mistrust, and ultimately, litigation.

Principle #1: Trust

Trust begins long before an injury happens. It’s the result of:

• A consistent injury response plan

• A clear message: “You are a valued employee, and we want you back.”

• Supervisors who support reporting injuries — not discourage it

• A culture where employees believe management is fair and honest

Trust is destroyed when:

• Supervisors tell employees not to report injuries

• Employees believe they will be fired

• Workers think their claim will be ignored

A high-integrity employer actively builds trust through clarity, consistency, and early contact.

Principle #2: Care

Real care is not fluffy HR talk — it’s operational.

Care looks like:

• A handwritten get-well card from the supervisor

• An employee brochure explaining:

  • How bills are paid

  • How wage replacement works

  • Who the adjuster is

  • What happens next

• A phone call within 24 hours saying:
  “We’re aware of your injury. Here’s what to expect.”

Care answers the fears injured workers carry about money, medical bills, and job security.

It doesn’t mean being soft.
It means being human, present, and communicative.

Principle #3: A Hard Line

High-integrity programs are not pushovers.

Being caring does not mean employers accept fraudulent, exaggerated, or questionable claims.

“You trust and you care, but you know what’s right and what’s wrong. And when employees cross that line, you act.”

The hard line is enforced through:

• Thorough investigations

• Early attorney involvement

• The right medical providers

• Clear documentation

• The willingness to deny claims when appropriate

This balance — care + accountability — makes programs resilient and respected.

Why This Formula Works

A program rooted in trust and care eliminates the fears that trigger attorneys.

A program anchored by a hard line eliminates the behavior that inflates claims.

Together, they create a system where:

• Injured workers feel respected

• Employers are protected

• Attorneys are strategically engaged

• Litigation is avoided or won

This is what “high integrity” looks like in practice.

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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