In this episode of Alliance Insights, Dr. Claire Muselman brings a fresh, more human take on workers’ compensation — encouraging the industry to look beyond claims and processes and focus on the people at the center of every case.

Instead of treating workers’ comp as just another administrative system, Claire reframes it as a moment that really matters — one where every interaction can shape outcomes and even change the course of someone’s life. Drawing on her background in behavioral science, she explains why emotions, communication, and perception often play a bigger role in recovery than many organizations realize.

Throughout the conversation, Claire also tackles some of the most common misconceptions about workers’ compensation — from what wage replacement really looks like to what the system was originally designed to do. She highlights how complexity, legal requirements, and rigid workflows can create confusion and frustration, especially for injured workers who are already in a vulnerable position.