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What if the secret to successful return-to-work for brain and spinal injury claimants lies not only in physical recovery, but in how we understand—and change—behavior? At Craig Hospital, Board Certified Behavior Analyst Arielle Reindeau reveals a pioneering model where behavioral science drives better therapy participation, faster progress, and ultimately, greater independence. Learn why insurers and agents increasingly see the value in specialized rehabilitation centers that treat behaviors as modifiable variables—not fixed obstacles. Through remarkable case studies, you’ll hear how Craig Hospital blends intensive medical care, neuropsychology, family guidance, and data-driven behavioral interventions to overcome aggressive outbursts, refusal of care, and so-called “difficult” patient labels. In this episode, discover actionable insights that can help you advocate for smarter claims strategies—potentially lowering costs and improving claimant outcomes. Explore the financial and human impact of integrating behavior analysis into every step of recovery, and start thinking differently about the path to independence for your insureds. Ready to understand the future of workers’ comp? This is the episode your bottom line—and your client's families—can’t afford to miss. Season 10 is brought to you by Berkley Industrial Comp. This episode is hosted by Greg Hamlin and guest co-host Matthew Yehling. If you want to reach out to anyone at Berkley Industrial Comp, call 1-800-448-5621. Visit the Berkley Industrial Comp blog for more! Got questions? Send them to [email protected] For music inquiries, contact Cameron Runyan at [email protected]

What makes workers' compensation work better? Our Season 9 wrap-up brings together key voices from across the industry to reflect on the episodes that shaped our understanding of what truly matters in claims management. The conversation takes a fascinating turn when Matt Yehling shares how going beyond minimum requirements created life-changing results for an injured worker needing a prosthetic limb. Rather than settling for local options, the team flew him to a specialized facility in Atlanta, resulting not just in a better prosthetic, but in full return to work and renewed quality of life. This powerful story exemplifies how investing more upfront often creates better long-term outcomes for everyone involved. Responsiveness emerges as a critical theme throughout the discussion. As Luella Alcorn points out, every phone call represents an opportunity to build trust, while Chris Drake highlights how accessibility prevents unnecessary litigation. When comparing frustrating automated systems to speaking with an actual person who addresses concerns immediately, the panel agrees that human connection remains irreplaceable in claims management. The conversation shifts to the importance of education, with Jeremy Morrison explaining how demystifying complex concepts like experience modification factors helps businesses make better decisions about safety. Meanwhile, Luella's experience with the RISE Professional Group demonstrates how mentorship and professional development are addressing the industry's concerning 70% turnover rate in some claims organizations. After five years and over 29,000 downloads, the Adjusted podcast continues to showcase the human side of workers' compensation. The team's commitment to empathy, education, and responsiveness proves that the most successful outcomes happen when we treat claims not just as files, but as people with stories that matter. Help us reach more people by sharing, subscribing, and leaving a five-star review wherever you get your podcasts. Season 9 is brought to you by Berkley Industrial Comp. This episode is hosted by Greg Hamlin and guest co-host from Episodes in Season 9. If you want to reach out to anyone at Berkley Industrial Comp, call 1-800-448-5621. Visit the Berkley Industrial Comp blog for more! Got questions? Send them to [email protected] For music inquiries, contact Cameron Runyan at [email protected]

The digital revolution has transformed insurance fraud investigation from cassette tapes to AI algorithms, yet the foundational skills remain surprisingly human. Larry Henning, Senior Vice President of Anti-Fraud and Special Investigations at Allied Universal Services, brings 47 years of investigative expertise to this eye-opening conversation about the evolving landscape of insurance fraud detection. "God gave you one mouth and two ears for a reason," Henning remarks, highlighting that despite technological advancements, active listening remains the most powerful tool in an investigator's arsenal. He shares a compelling story from early in his career when simply listening carefully revealed a confession that an experienced adjuster had completely missed—a moment that nearly caused him to crash his car in disbelief. The episode explores how inconsistency across different tellings of the same story serves as the primary red flag for potential fraud. When someone reports an incident to their employer, tells friends, and describes it to medical providers, variations between these accounts warrant deeper investigation. Henning offers practical advice for claims professionals on conducting effective interviews, emphasizing the importance of following up on every person, place, thing, or event mentioned in a claimant's story. Technology's impact on fraud investigation is examined in depth—from social media algorithms that can search hundreds of platforms simultaneously to geo-intelligence tools capable of identifying witnesses by searching posts from specific locations and timeframes. These digital advances are balanced with traditional "boots on the ground" techniques like locating security footage, creating a powerful combination for uncovering the truth. Whether you're a claims professional seeking to sharpen your fraud detection skills or simply curious about how investigators separate fact from fiction, this episode offers valuable insights into the art and science of insurance fraud investigation. Subscribe now to hear more conversations with industry experts who are making a difference in the world of claims. Season 9 is brought to you by Berkley Industrial Comp. This episode is hosted by Greg Hamlin and guest co-host Chris Drake. Visit the Berkley Industrial Comp blog for more! Got questions? Send them to [email protected] For music inquiries, contact Cameron Runyan at [email protected]

What happens in your brain after a workplace injury? When physical pain meets anxiety, sleep disruption, and the stress of uncertain recovery, it can trigger a neurological downward spiral that feels impossible to escape. But neuroscience offers powerful insights into breaking this cycle. In this fascinating conversation with Dr. Alex Korb, neuroscientist, anxiety coach at UCLA, and author of "The Upward Spiral," we explore the brain circuits that drive our emotional responses to injury and the science-backed strategies that can reverse negative patterns. Dr. Korb explains how our brains create habitual responses to stress and why self-criticism—a strategy that may have served us well throughout our careers—often becomes our biggest obstacle during recovery. You'll discover why acknowledging emotions is crucial (hint: ignored feelings don't disappear, they manifest physically), how setting tiny goals creates dramatic chemical changes in the brain, and why your emotional sensitivity might actually be your greatest strength. Dr. Korb uses the brilliant analogy of a Ferrari versus a Camry to illustrate why your emotionally responsive brain isn't broken—it just needs different handling techniques. For workers' compensation professionals, this episode offers invaluable insights into supporting injured workers through both physical and emotional recovery. For anyone struggling with anxiety, pain, or setbacks, Dr. Korb provides practical, accessible strategies drawn from cutting-edge neuroscience that can help transform recovery from a downward spiral into an upward one. The journey begins with understanding that your brain's response makes perfect sense—and small changes can create remarkable results. Season 9 is brought to you by Berkley Industrial Comp. This episode is hosted by Greg Hamlin and guest co-host Matt Yehling, Directory of Claims at Midwest Employers Casualty. Visit the Berkley Industrial Comp blog for more! Got questions? Send them to [email protected] For music inquiries, contact Cameron Runyan at [email protected]

In this special edition of Adjusted, the podcast joins the conversation of a recent Webinar that Berkley Industrial Comp shared with their insureds and agents-Beyond Coverage: How Berkley Industrial Comp Delivers More For Our Insureds.  When workplace accidents happen in high-hazard industries, having the right workers' compensation partner can make all the difference. Berkeley Industrial Comp stands apart through their focus on expertise, service, and innovative approaches tailored specifically for businesses facing significant workplace risks. What truly differentiates Berkeley Industrial Comp? It starts with their claims team, where adjusters maintain substantially lower caseloads than industry standards and average 15 years of experience. This expertise translates into proactive claims handling and creative solutions that optimize outcomes while staying within statutory guidelines. Their empathetic resolution model puts injured workers first, recognizing that caring about people leads to better results and lower costs for everyone involved. The risk management team brings nearly a century of combined field experience from the very industries they serve. Unlike checkbox-focused inspections, Berkeley's safety consultants understand your operations because they've worn the boots and done the work themselves. This yields practical, achievable safety recommendations that actually reduce claims - as evidenced by clients who've seen 40% reductions in frequency and dramatic improvements in experience modification ratings. Perhaps most uniquely, Berkeley's Business Engagement Unit eliminates the frustration of being transferred between departments or waiting for return calls. Their team answers live and is trained across multiple specialties to resolve issues on the first contact. The MedCall service provides 24/7 access to emergency room physicians with occupational medicine experience, ensuring injured workers receive appropriate care while creating documentation that protects all parties. The results speak for themselves - from helping amputees return to heavy equipment operation through innovative prosthetics to engineering solutions that eliminate repetitive motion injuries. Berkeley Industrial Comp delivers on their promise to do right, think differently, and never forget to care about the people they serve. Want to experience the difference? Reach out today to learn how Berkeley can customize their services to your unique needs and help you create a safer, more productive workplace with lower insurance costs over time. 🎧 Like, follow, and leave a five-star review to help us bring these insights to more listeners! Season 9 is brought to you by Berkley Industrial Comp. This episode is hosted by Greg Hamlin. Visit the Berkley Industrial Comp blog for more! Got questions? Send them to [email protected] For music inquiries, contact Cameron Runyan at [email protected]

In this episode of Adjusted, Stephanie Behnke from Hi Marley reveals how text messaging is revolutionizing communication in workers’ compensation. With injured workers responding to texts in just 2–3 minutes, adjusters are resolving claims faster and building deeper trust—without the delays of phone tag. But it’s not just about speed. Stephanie shares how texting allows adjusters to show empathy, detect frustration through AI-powered sentiment analysis, and overcome language barriers with built-in translation. From document sharing to supervisor coaching tools, this episode explores how SMS is creating a more human, efficient, and connected claims experience. Whether you're managing claims or leading a team, this conversation offers practical insights into how meeting injured workers where they are—on their phones—can transform outcomes. 🎧 Like, follow, and leave a five-star review to help us bring these insights to more listeners! Season 9 is brought to you by Berkley Industrial Comp. This episode is hosted by Greg Hamlin and guest co-host  Suzanne McAuliffe Vice president of claims for Key Risk. Visit the Berkley Industrial Comp blog for more! Got questions? Send them to [email protected] For music inquiries, contact Cameron Runyan at [email protected]

The art of listening might be the most undervalued skill in our professional toolkit. In this enlightening conversation with executive coach Tim Hast, author of "Powerful Listening, Powerful Influence," we explore why truly hearing others is so challenging yet so essential. Tim shares his journey from trauma counselor to executive coach, discovering that regardless of industry or position, many leaders receive feedback that they simply don't listen well enough. As host Greg Hamlin reveals his own surprising 360-review feedback about his listening skills, we learn that perceiving ourselves as good listeners and actually making others feel heard are entirely different matters. Why do we struggle to listen effectively? Tim introduces us to the concept of HALT (Hungry, Angry, Lonely, Tired) – conditions that severely impair our ability to focus on others. Even more fundamentally, our natural tendency to make everything about ourselves creates a significant barrier. From childhood, we're conditioned to believe the world revolves around us, making genuine listening a conscious choice rather than our default setting. The heart of the episode revolves around Tim's transformative "R-listening" approach – Active, Reflective, Empathic listening – and his four practical steps anyone can implement immediately: listen patiently, with your body, with your voice, and with your mind. These techniques have the power to revolutionize both professional relationships and personal connections alike. For workers' compensation professionals dealing daily with individuals experiencing trauma, pain, and frustration, these listening skills aren't just nice-to-have – they're essential for building trust, resolving complex cases, and truly serving claimants. The parallels between effective claims handling and powerful listening are unmistakable. Whether you're managing a department, working directly with injured workers, or simply trying to improve your relationships, this episode offers practical wisdom that can be implemented today. As Tim reminds us, when we truly listen, we give others the gift of feeling understood – perhaps the most powerful influence we can have. Season 9 is brought to you by Berkley Industrial Comp. This episode is hosted by Greg Hamlin and guest co-host  Matt Yehling, Directory of Claims at Midwest Employers Casualty. Visit the Berkley Industrial Comp blog for more! Got questions? Send them to [email protected] For music inquiries, contact Cameron Runyan at [email protected]

Late-reported workers' compensation claims cost 45% more than those reported promptly – a startling statistic that reveals how critical timing can be when managing your company's experience modification factor. This hidden multiplier determines whether your business pays more or less for workers' comp insurance and, for contractors especially, can determine whether you qualify for jobs at all. Jeremy Morrison, Director of Underwriting at Berkeley Industrial with 20 years in workers' compensation, breaks down the complex world of E-mods with refreshing clarity. He explains how the classification system uses three years of historical data to compare your company's performance against similar businesses in your industry. The resulting math produces a multiplier that can significantly impact your bottom line – particularly as your business grows. We tackle common misconceptions about claims management, including why paying medical-only claims out-of-pocket often backfires financially. Jeremy explains how these claims are heavily discounted in the E-mod calculation and why prompt reporting nearly always saves money in the long run. We also explore why the system penalizes frequency more than severity, capping the impact of any single large claim on your rating. Perhaps most valuable is our discussion about partnership. The strongest workers' comp programs emerge when claims adjusters, underwriters, risk management specialists, and business owners communicate openly about goals and challenges. When everyone understands how their role impacts the others, better outcomes naturally follow. For workers' compensation success, we truly believe that teamwork makes the dream work. Think differently, care deeply, and discover how proper claims handling can transform your experience modification factor from a mysterious penalty into a competitive advantage. Subscribe, leave a review, and join us every two weeks for more insights that help you protect what matters. Season 9 is brought to you by Berkley Industrial Comp. This episode is hosted by Greg Hamlin. Visit the Berkley Industrial Comp blog for more! Got questions? Send them to [email protected] For music inquiries, contact Cameron Runyan at [email protected]

Digital transformation starts with people, not technology. Emma Roloff, Director of North American Property and Casualty Sales, shares her journey from aspiring teacher to insurance technology leader. She emphasizes a people-first approach to digital transformation, advocating for technology to enable process improvements rather than dictate them. Emma discusses the challenges carriers face, such as balancing backend system improvements with customer-facing experiences, and provides practical advice on engaging stakeholders, choosing the right technology partners, and fostering digital literacy. Her insights on change management highlight the importance of converting skeptics into advocates to accelerate adoption. Season 9 is brought to you by Berkley Industrial Comp. This rebroadcasted episode is hosted by Greg Hamlin and guest co-host Sam Neer, Group Product Manager with Berkley Alternative Market Technology (BAMTECH). Visit the Berkley Industrial Comp blog for more! Got questions? Send them to [email protected]. For music inquiries, contact Cameron Runyan at [email protected]

"We're creating that room for people to be in the right place, to meet the right people, to grow their career." From accidental beginnings to intentional leadership – that's the journey so many of us take in the insurance industry. This fascinating conversation with Amy Cooper, founder of RISE and VP of Carrier Practices at Gallagher Bassett, reveals how one organization is transforming the future of insurance talent development. Like most professionals, Amy stumbled into insurance by chance. But what she found was an industry full of opportunity paired with a looming talent crisis. Her response? Creating RISE – now a thriving community of over 7,000 members across 14 countries dedicated to developing the next generation of insurance leaders. The timing couldn't be more critical. As Amy explains, the industry faces a perfect storm: mass retirements accelerated by COVID-19 combined with remote work environments that eliminate organic mentoring opportunities. RISE addresses these challenges by providing free membership and structured development programs that complement technical training with crucial "human skills" development. What makes this conversation particularly valuable is the practical advice for both early-career professionals and companies looking to attract top talent. Amy outlines specific strategies for getting involved with RISE's mentorship programs, educational series, and committees. She also shares insights on how companies can better attract Gen Z through mission-driven storytelling, technological innovation, and meaningful workplace flexibility. The passion behind RISE shines through in Amy's gratitude for the volunteer mentors and board members who make the organization's work possible. Their collective commitment reminds us that while insurance might be an "accidental" career for many, developing the next generation of leaders requires intentional effort from everyone in the industry. Whether you're just starting your insurance journey or looking to give back after years in the field, this episode offers valuable perspective on how we can collectively shape the future of our industry through meaningful connection and growth. Season 9 is brought to you by Berkley Industrial Comp. This episode is hosted by Greg Hamlin and Mike Gilmartin. Visit the Berkley Industrial Comp blog for more! Got questions? Send them to [email protected] For music inquiries, contact Cameron Runyan at [email protected]

In this heartfelt episode of "Adjusted," we explore life after catastrophic injury with Julie Greer, Senior Catastrophic Claims Specialist at Berkley Industrial Comp, and Steve Ehretsman, the late founder of Shamrock Prosthetics. When Steve lost his leg following a workplace accident, he identified a critical gap in the recovery process: the lack of coaching for the mental and physical challenges of adapting to life as an amputee. This experience, combined with his coaching background, inspired him to establish Shamrock Prosthetics, where his team adopts a unique approach to supporting amputees. Julie and Steve share their insights on reconstructing lives after workplace amputations through innovative prosthetic solutions and empathetic claims management. Their collaboration highlights how listening to injured workers' goals and providing real-world functional testing can lead to better outcomes than standard prosthetic protocols. If you find this episode valuable, please like and share it, and subscribe for future episodes. We'd love it if you could leave a five-star review on your preferred platform – it helps others discover this podcast. Season 9 is brought to you by Berkley Industrial Comp. This episode is hosted by Greg Hamlin and Matthew Yehling. Visit the Berkley Industrial Comp blog for more! Got questions? Send them to [email protected] For music inquiries, contact Cameron Runyan at [email protected]

Technology in workers' compensation claims isn't about replacing humans but augmenting them to work more effectively. Sam Neer from Berkeley Alternative Markets Technology shares how technology is transforming claims handling while keeping adjusters at the center of the process. • Machine learning identifies potentially serious claims early by analyzing first reports of injury • Technology excels at identifying patterns across millions of claim notes that humans could never process • Digital payments and texting capabilities are improving claimant communication experiences • "Human in the loop" models keep adjusters involved while reducing mundane tasks • Cloud computing is making systems faster and more reliable with better uptime • Technology teams need to spend time with claims staff to understand their daily processes • Effective communication during system outages builds trust and transparency • Balancing tactical needs with strategic vision helps prioritize technology development • Incremental improvements often yield better results than waiting for perfect solutions I encourage you to like, share and follow the podcast, as well as to leave a five-star review so we have an opportunity to help others find this podcast and enjoy the content we've created. Remember to do right, think differently and don't forget to care. Season 9 is brought to you by Berkley Industrial Comp. This rebroadcasted episode is hosted by Greg Hamlin and guest co-host Matt Yehling, Directory of Claims at Midwest Employers Casualty. Visit the Berkley Industrial Comp blog for more! Got questions? Send them to [email protected] For music inquiries, contact Cameron Runyan at [email protected]

What happens in those crucial moments when customers reach out for help? The difference between frustration and relief often comes down to one simple factor: responsiveness. Responsiveness in customer service is vital, especially when addressing time-sensitive needs in the insurance sector where a quick, accurate answer can make all the difference. Our Business Engagement Unit was created specifically to redefine traditional admin roles by hiring top talent focused on immediate customer response. • Responsiveness builds trust, fosters relationships, and enables efficient problem-solving • Empathy is crucial—putting yourself in others' shoes and providing service you'd expect • Injured workers experience disruption to their lives and need immediate support • Lack of response can lead to mistrust, increased costs, and potential litigation • The Business Engagement Unit answers calls live rather than using automated systems • Cross-training ensures representatives can answer multiple types of questions • Multiple communication channels (phone, email, text, chat) meet customers where they are • Setting clear expectations when immediate answers aren't possible prevents frustration • Acknowledging mistakes, taking responsibility, and making things right builds stronger relationships • Leaders must model responsive behavior with their own teams We encourage you to like, follow, and give us a review—we would love a five-star review to help others find this podcast. Do right, think differently, and don't forget to care. Season 9 is brought to you by Berkley Industrial Comp. This episode is hosted by Greg Hamlin. Visit the Berkley Industrial Comp blog for more! Got questions? Send them to [email protected] For music inquiries, contact Cameron Runyan at [email protected]

In this rebroadcasted episode of ADJUSTED, we explore the transformative power of internships in the workers' compensation insurance industry through conversations with current and former interns and their manager. The episode reveals how internship programs address the industry's talent crisis while providing students with valuable career exploration opportunities and pathways to full-time employment. Season 9 is proudly sponsored by Berkley Industrial Comp and our host, Greg Hamlin. If you're interested in learning more about leveraging internships as a student or employer, this episode provides valuable insights from multiple perspectives. Remember to like and share this episode and leave us a five-star review. For more insights, visit the Berkley Industrial Comp blog. Have questions? Email us at [email protected]. For music inquiries, contact Cameron Runyan at [email protected].

Discover the art and science of mediation in our latest episode of ADJUSTED as we welcome Alan Jordan, a seasoned mediator and founder of Prism Group. Alan offers rich insights into the transformative power of mediation in resolving disputes, particularly in the complex realm of workers' compensation. He reflects on his journey from traditional legal practice to becoming a mediation expert in Louisiana, highlighting the legislative shifts that made mediation mandatory but not always effective. Season 9 is brought to you by Berkley Industrial Comp. This episode is hosted by Greg Hamlin. Visit the Berkley Industrial Comp blog for more! Got questions? Send them to [email protected] For music inquiries, contact Cameron Runyan at [email protected]