5 Lessons Learned from the 2025 WCI Conference

The Workers’ Compensation Institute (WCI) annual conference continues to be a useful and productive industry event, bringing together workers’ compensation professionals to explore current challenges and opportunities. This year’s sessions highlighted not only the industry’s growing complexity, but also the critical importance of resilience, communication, and leadership in navigating it.

“One of the core themes heard throughout this year’s educational sessions is that change continues to be constant in a very unpredictable industry environment,” said Tammy Daniels, Client Executive at Safety National. “For leaders, success comes from adapting to these complexities with clarity, leading with transparency, and keeping people at the center of every decision.”

The following five takeaways cover some of the emerging themes from WCI 2025.

1. The Role of Risk Managers Continues to Expand

Risk managers are no longer confined to back-office claims management or insurance placement. Their role has evolved into that of a strategic business partner who advises executives on enterprise value, resilience, and long-term sustainability. With rising exposures such as per- and polyfluoroalkyl substances (PFAS), cyber risk, climate change, and workplace violence, risk managers are expected to anticipate challenges and shape business strategy. This shift has earned them a seat at the C-suite table, where their insights influence corporate direction and stakeholder trust.

2. Past Exposures May Not Define the Future

Historical data is becoming less reliable as a predictor of what is ahead. The evolution of artificial intelligence (AI), rapid technological changes, and escalating litigation costs have created a risk environment where past exposures no longer completely define future outcomes. Risk managers must help leadership understand that nuclear verdicts, unpredictable claim severity, and regulatory shifts demand new ways of thinking. This means translating complex risk trends into actionable insights that support financial stability, safeguard reputational value, and ensure organizations are prepared for emerging challenges.

3. Human-Centered Communication Matters More Than Ever

The post-COVID era has reshaped expectations around how stakeholders communicate. Employers expect timely communication, and injured workers seek empathetic and convenient interactions, whether through texting, apps, or digital platforms. For employers, adopting these approaches may enhance employee retention efforts by demonstrating that employees are valued members of the organization. For claims teams, there may be challenges related to evolving communication strategies if their goal is to move beyond transactional interactions and focus on building trust, strengthening relationships, and collaborating with vendors who are treated as true solution partners.

4. Transparency Can Drive Trust

Employers can gain credibility by clearly communicating priorities and aligning leadership with workforce expectations, reducing the risk of confusion or mistrust. For injured workers, transparency fosters confidence in the claims process by ensuring that expectations are clear and consistent throughout their recovery. Claims teams may benefit from this same clarity, as it equips them with the direction needed to make aligned decisions and reduce uncertainty. Risk managers and their partners know that surprises may damage relationships, making consistent messaging and organizational transparency critical to building trust across all stakeholders.

5. Resilience and Focus Are Essential to Long-Term Success

Any workforce knows that chaos is constant, with tight deadlines, shifting priorities, and unexpected challenges. Organizations must respond with resilience, perspective, and adaptability. Employers who model this mindset create stability and focus for their workforce, even in turbulent times. This lesson is especially critical for claims teams, as they must juggle changing demands and rising complexity while staying focused on problem-solving and collaboration. By keeping perspective and focusing on long-term goals, risk managers can rise above the noise and continue shaping organizations that are prepared for the future.