Today’s workforce is more diverse than ever with older workers remaining on the job, multilingual and culturally diverse workers posing challenges and opportunities for claims payers. Diversity can impact why claims are filed, how they are managed and possibly the end result. Meanwhile, diversity, inclusion and unconscious bias play roles before an injury, during claim management and can drive trial outcomes and resolution. To help mitigate the challenges, Martine Cumbermack will provide strategies for effective communication with the worker, employer and claims handlers, as well as discuss why diversity and inclusion are important in the claims management business.