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The 12th Annual Workers' Compensation Benchmarking Study Report Release

On August 6, 2025, Rising Medical Solutions unveiled its much-anticipated 12th Annual Workers' Compensation Benchmarking Study report. This comprehensive study provides a new perspective on how organizations in the claims industry are navigating the challenges posed by digital transformation while ensuring that human elements remain central to their operations.

The peer-reviewed report sources insights from executives in claims and medical management through various focus groups. It presents effective strategies utilized by leading organizations to integrate artificial intelligence (AI) into their processes, ultimately enhancing human performance and organizational productivity. The emphasis is placed on marrying technology with human judgment and emotional intelligence—qualities that are irreplaceable and essential for optimal outcomes.

The Challenge of Balancing Technology and Human Touch

According to Rachel Fikes, the Chief Experience Officer and Study Program Director at Rising Medical Solutions, one of the most pressing challenges in the workers' compensation sector today is leveraging AI's potential without forsaking empathy and optimal outcomes. Fikes states, “Our research indicates that successful organizations are not making a choice between technology and human connection. Instead, they are strategically integrating both to foster better experiences for injured workers while enhancing operational efficiency and job satisfaction.”

Key Areas of Focus in the 2024 Study

Conducted in late 2024, this year's report highlights three critical challenges that executives identified during the focus group sessions:
1. Administrative and Regulatory Compliance Burden: The research found that nearly half (46%) of claims professionals allocate a significant portion of their time—30-40%—to routine tasks. The study discusses how AI and automation can alleviate this workload, freeing professionals to engage in more value-added work that focuses on human-centric activities.
2. Technological Transformation and Customer Engagement: The report discloses various strategies being adopted to enhance customer engagement by utilizing technologies from other sectors such as banking and retail. These initiatives aim to upgrade technology ecosystems and cultivate personalized experiences for injured workers.
3. Talent Skills Gap and Attracting New Workforce Entrants: With a booming demand for claims professionals at a peak not seen in over a decade, the research explores how organizations are broadening recruitment efforts, refining training programs to boost both emotional intelligence and AI skills among staff, and fostering innovative cultures.

Real-World Solutions and Future Directions

The findings detailed in this 2024 report pinpoint actionable strategies and practical use cases that organizations should prioritize within the next one to three years to secure a competitive advantage in the industry. The data indicates that those organizations fully embracing AI experience twice the quantifiable benefits of their less technologically inclined counterparts, evident in gains in productivity and profitability. However, the report cautions that successful digital transformation journeys must start with a profound understanding of customer and frontline worker needs, rather than a technology-first orientation.

Fikes emphasizes that claims professionals offer irreplaceable expertise and compassion—qualities that tech should enhance, not overshadow. “Organizations that achieve the best outcome are those leveraging AI for repetitive tasks while empowering their teams to nurture stronger relationships with injured workers,” she notes.

Rising Medical Solutions continues its commitment to contributing valuable insights to the industry, making the 2024 Study Report accessible to all stakeholders at no cost. Interested parties can request access to the report through the Rising Medical Solutions portal.

About the Workers' Compensation Benchmarking Study

This national research initiative scrutinizes the intricate forces shaping claims management in today's workers' compensation landscape. Its mission is to enhance claims management practices industry-wide by delivering both quantitative and qualitative data. Through comprehensive survey research with claims leaders and professionals across the nation, the program yields actionable intelligence that aids claims organizations in evaluating their priorities, challenges, and strategies. The program is conceived and spearheaded by Rising Medical Solutions in collaboration with a diverse group of industry executives who share a commitment to advancing the sector’s standards.

Conclusion

As the workers' compensation industry evolves, studies like the 12th Annual Workers' Compensation Benchmarking Study not only provide valuable insights but also help organizations better prepare for the future. By emphasizing a balanced approach of human empathy coupled with technological advancement, the industry can look forward to improved outcomes for injured workers and optimized operational success.