The claim is filed.
Medical care is arranged.
Paperwork is processed.
And then — silence.
No call. No card. No update. No follow-up.
Weeks pass. The employee recovers in a vacuum. Supervisors move on to daily operations. HR assumes the adjuster is handling it. And before long, a manageable claim becomes a complex one — delayed, expensive, and possibly litigated.
It didn’t go wrong because of fraud or bad intentions.
It went wrong because no one followed up.
If your organization is serious about improving claim outcomes in 2026, this is the blind spot to fix.
The Danger of “I Thought Someone Else Was Doing It”
When no clear follow-up process exists, everyone assumes someone else is handling it:
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HR thinks the supervisor is checking in
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The supervisor thinks HR is leading the process
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Both assume the claims adjuster is taking care of the employee
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Meanwhile, the injured worker hears nothing — and starts making assumptions of their own.
“Did they forget about me?”
“Are they planning to fire me?”
“Do they even believe I was hurt?”
“Should I be talking to a lawyer?”
This emotional gap is where trust erodes. And once it does, it’s hard to recover.
The Fallout of Poor Follow-Up
Lack of follow-up is not just a courtesy issue — it creates measurable business impact:
Longer Claim Durations
When no one checks in, issues go undetected: missed appointments, confusion about work restrictions, dissatisfaction with care. These delays add up — and drive up costs.
Increased Litigation
Injured workers who feel abandoned or mistrusted are far more likely to hire attorneys, even when there’s no real dispute. Most of those decisions come from fear, not fraud.
Lower Return-to-Work Success
When no one follows up, modified duty plans fall apart. Injured workers disengage, and by the time they’re medically cleared, they’ve mentally disconnected from the workplace.
Erosion of Workplace Culture
Silence during recovery sends the message: “You’re not our problem anymore.” That doesn’t just affect the injured employee — it shapes how every coworker views the organization.
The Simple Fix: Build a Follow-Up System
Fortunately, the fix isn’t expensive. It’s structural.
The most effective workers’ comp programs don’t leave follow-up to chance. They build it into the rhythm of the claim, just like safety inspections or payroll deadlines.
Here’s how you can do the same:
1. Assign Ownership of the Weekly Check-In
Someone — not “someone” — needs to be clearly responsible for reaching out weekly. That might be:
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A supervisor
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An RTW coordinator
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An HR manager
Make it a calendar item, not a suggestion. And document each check-in, just like you would a safety walkthrough.
2. Use a Simple Script to Keep it Comfortable
Many supervisors avoid calling because they’re not sure what to say. Give them a plug-and-play script like:
“Hey [Name], just checking in to see how you’re doing. Any updates from your provider? Anything you need from us this week? We’re looking forward to getting you back when you’re ready.”
This isn’t a legal update — it’s a human touchpoint. It shows you care, and keeps the line of communication open.
3. Document Contact in the Claim File or Log
Consistency builds accountability. A simple spreadsheet or shared log can track:
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Date of contact
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Person contacted
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Notes or issues raised
This helps leadership monitor engagement and catches red flags before they become formal disputes.
4. Create a “Follow-Up Checklist” as Part of Your Protocol
Systematize follow-up the same way you would incident reporting. Your checklist might include:
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✔ First-day phone call
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✔ Get well card sent
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✔ Weekly contact log
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✔ RTW readiness review
Make it part of your injury response policy and train every claims-facing employee to use it.
The ROI of Staying in Touch
Organizations that implement consistent follow-up report:
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Shorter average claim durations
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Fewer attorney involvements
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Higher satisfaction among injured workers
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Better return-to-work rates
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A more empathetic and engaged workplace culture
Injured workers don’t expect perfection. But they do expect to be remembered.
Final Word: Silence Is a Message — Make Sure It’s the Right One
When no one follows up, the injured worker fills in the blanks. And what they imagine is usually worse than the reality.
2026 is your opportunity to change that.
With a simple system of scheduled, thoughtful check-ins, you can keep claims on track, show employees they matter, and prevent small problems from becoming long, expensive stories.
In workers’ comp, silence costs money. Consistency builds trust.
And trust is the foundation of every claim that ends well.
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.
