3:30 - 4:30 PM - Breakout Session 5
Choose from one of the following sessions: 

• ETHICS: Ethical Crossroads in Workers’ Compensation: Navigating Overlapping Claims and Coverage Risks
• ETHICS: Ethics and Emotional Intelligence: Elevating the Human Side of Claims Management
• ETHICS: Vintage Values: Keeping Ethics Real and Building an Ethical Practice that Ages Well

Session Descriptions

WC: Compassionate Claims Management in Workers' Compensation: Addressing Mental Health and Building Trust in the Process

Workers’ compensation claims can take a significant emotional toll on injured workers, employers,
attorneys, and adjusters. This session explores the mental health impact of prolonged litigation,
financial uncertainty, and adversarial proceedings, and offers strategies to foster resilience and
integrate mental health awareness into claims handling. Participants will learn how to build trust
through transparent, empathetic communication, navigate difficult conversations, and recover after
delivering bad news. The goal: more compassionate, effective resolutions and stronger relationships
throughout the claims process.

ETHICS: Ethics and Emotional Intelligence: Elevating the Human Side of Claims Management

As automation accelerates, emotional intelligence remains essential to ethical, trust-based claims
handling. This session brings together experts in claims, ethics, psychology, and regulation to explore
how empathy, self-awareness, and bias recognition support fair decision-making and resilient teams.
Attendees will gain practical tools—including the “Ethical Pause” checklist and EI communication
techniques—to reduce burnout, improve customer interactions, and strengthen organizational
integrity.

Presenters:
Madison Barton, Of Counsel - McGlinchey Stafford PLLC
Jennifer Kapp, Partner - Cruser Mitchell
Kim Moody, VP Claims - Golden Bear Insurance Company
Alexandra Santo, Claims Consultant - Golden Bear Insurance Company

ETHICS: Vintage Values: Keeping Ethics Real and Building an Ethical Practice that Ages Well

Ethics isn’t extra paperwork—it’s the foundation of trust in claims adjusting. Just as good wine
improves with age when made with care, reputations in the insurance industry do as well. This
session explores real-world ethical dilemmas adjusters face, from pressure to underpay to conflicts of
interest, and examines how short-term gains can erode long-term credibility. Panelists will share case
studies, compliance insights across all 50 states, and practical tools to help attendees recognize
ethical pitfalls, respond with integrity, and build a claims practice that ages well.

Presenters:
Evelyn Eury, Director of Program Claims, Occupational Risk & P&C - Crum & Forster
Mary-Ellen King, Partner - Lucosky Brookman
Mary Ann Vorndran, Regional Casualty Claims Director - EMC Insurance
Liz Womack, Claims Manager - Fundamental Underwriters