Success Stories from Travelers National Accounts

The Travelers National Accounts team partners with large organizations and their brokers to reduce total cost of risk across workers compensation, general liability and auto programs. The results demonstrate the impact, including examples where workers compensation strain claims dropped by more than 70% and open file review volume fell from approximately 350 cases to fewer than 100.¹

These outcomes are not from isolated fixes. Behind each engagement is a coordinated effort by Travelers National Accounts underwriting, claims, risk control and analytics professionals working alongside customers and their brokers to identify root causes and cost drivers for targeted interventions.

Transportation company

Turning fleet data into measurable safety results

When advanced analytics, claim strategy and field insight align, risk patterns that standard reporting misses become visible, driving stronger safety and operational performance.

The challenge

A large, long-haul transportation company operating nationwide experienced rising claim frequency in both auto liability and workers compensation. Recurring incidents tied to vehicle entry and exit, lane changes and nighttime driving were driving losses.

Despite a strong safety culture, leadership lacked the data-driven insights needed to pinpoint root causes and prioritize mitigation actions.

Quarterly claim reviews, risk management information system analysis and on-site assessments revealed consistent risk patterns hidden within individual incidents, including drivers jumping down from cabs without adequate steps or grab bar support and limited visibility during lane changes. Viewed claim by claim, these incidents seemed random. Viewed together, they revealed a cohesive picture that activated a shift in approach from reacting to one-off events to addressing common root causes across the operation.

Working collaboratively with the customer’s leadership team, Travelers’ analytics group built custom reporting to capture detailed accident data and conducted more focused reviews during peak loss periods. Data analysis shaped targeted changes to equipment and process, including cab steps and grab bar improvements, side-mirror adjustments and dual-view camera systems to support driver coaching. On the claims side, the team introduced a structured transitional return-to-work approach and strengthened early reporting discipline.

Incident frequency dropped by more than 70% across workers compensation lines, and vehicle entry and exit claims fell sharply and remained lower. The team’s early intervention protocols strengthened reporting compliance, with nearly all claims reported within the first few days of an incident. This accelerated intervention and improved claim outcomes.

Manufacturing company

Scalable claim governance for a global workforce

Acquisitions, growth and turnover never stop. Claim consistency requires a framework built to withstand change.

The challenge

A global manufacturing organization faced a familiar tension. Despite having a dedicated risk management team, day-to-day claim handling was distributed across more than 100 local coordinators nationwide. Frequent acquisitions, promotions and staff transitions meant that the people in those roles were constantly changing. The result: variable claim handling, inconsistent reporting practices and gaps in oversight that were difficult to address at the enterprise level.

Through claim file reviews and trend analysis, Travelers’ claim account executives recognized that the inconsistency wasn’t a performance issue, it was structural. The organization’s pace of change meant that improvements tied to individual training could erode as soon as the people changed. A sustainable solution required standardized governance and a repeatable education model built to withstand ongoing organizational change.

In close partnership with the customer’s risk management leadership, Travelers’ claim team developed a structured workers compensation training curriculum covering claim fundamentals, reporting protocols, red flag identification and jurisdiction-specific requirements. A governance guide clarified roles, responsibilities and communication pathways across the program. To ensure continuity, a recurring cohort-based education model was launched with curriculum that adapts to emerging claim trends and organizational needs.

The program reduced claim frequency, decreased litigation and shortened average claim duration. The real measure of success is durability. As the organization has continued to grow and evolve, the governance model has sustained results through continued growth, delivering more consistent claim outcomes and lower costs across the enterprise.

Regional healthcare system

Directing claim attention where it matters most

When claim volume outpaces review capacity, advanced analytics can redirect attention where it matters most and turn time saved into performance gains.

The challenge

A regional healthcare system with hospitals, urgent care centers and specialty facilities was growing fast. That expansion brought a significant increase in claim volume, particularly higher-value claims that traditionally warranted detailed file reviews. The existing process examined every open claim above a certain threshold. This consumed significant time and didn’t consistently improve outcomes.

The Travelers Claim Account Executive recognized an opportunity: Not every high-value claim required the same level of strategic attention, for instance. Many were progressing appropriately under standard management. The real opportunity was using analytics to identify which claims genuinely needed intervention so the healthcare system’s team could focus where it mattered most.

Travelers introduced a strategic claim review model that used advanced reporting tools to identify which claims warranted focused attention. RMIS (risk management information system) provided detailed analysis of loss patterns across the healthcare system, identifying slip, trip and fall trends while conducting location-specific reviews to guide prevention strategies. Travelers also strengthened coordination between claim and risk control teams, with increased focus on modified duty and return-to-work outcomes.

The new model cut open file review volume from approximately 350 claims to roughly 100 high-impact cases, improving the quality of each review in the process. Working collaboratively, more claims were resolved through targeted settlements. The result: a more efficient, integrated approach that freed leaders to focus on strategic priorities rather than administrative volume.

Senior living organization

Eliminating litigation through data-driven accountability

When loss data is made transparent across the customer, broker and carrier, the shared accountability it creates can help drive litigation out of a program entirely.

The challenge

A nonprofit senior living organization, providing residential and community services to older adults, faced frequent slip-and-fall incidents. Leaders were committed to improving safety but lacked clear visibility into the details of what was driving them. Without actionable data at the division and site level, prevention efforts were difficult to target and progress was hard to measure.

Risk management information system analysis revealed that a specific operating division accounted for a concentration of losses, revealing a pattern that wasn’t apparent in standard reports. With this clarity, the approach shifted from broad safety initiatives to targeted intervention. Making the data transparent to both the customer and their broker changed the conversation entirely.

Travelers partnered with the customer and their broker to build a more transparent, data-driven program. The team trained broker partners on risk management reporting tools, increasing shared ownership of the data and the strategy it informed. On the prevention side, it designed and deployed risk identification questionnaires, implemented targeted supervisor training and conducted employee perception surveys to surface frontline safety concerns. Quarterly claim reviews were strengthened by embedding staff counsel participation and focusing on early resolution strategies.

Over a multiyear period, the program achieved zero attorney-retained claims. Site-level accountability for safety outcomes increased as divisions gained direct visibility into their own loss data. Broker confidence in the program’s transparency and effectiveness also strengthened, reinforcing the value of a model where data, safety leadership and claim strategy work together to produce lasting results.

Perishable goods distributor

Converting injury patterns into a prevention strategy

When the data reveals systemic causes behind recurring injuries, prevention becomes a strategy, not just a response.

The Challenge

A leading U.S. importer, warehouser and distributor of perishable goods experienced a notable rise in workers compensation claims concentrated in its merchandising division – especially strains, slips and falls driven by high employee turnover and inconsistent retraining. Much of the merchandising work occurs at third-party retail locations where direct supervision is limited, creating gaps in safety execution that were difficult to address. Rising loss frequency threatened operational continuity, employee morale and the company’s long-term safety profile.

Prompted by the Travelers Claim Account Executive, company leadership collaborated with the risk control team to analyze detailed loss data prepared through our RMIS. What emerged was a predictable pattern of injuries clustered around specific job functions and shifts, with a strong correlation between newer employees and claim frequency. Slip, fall and strain injuries were linked to procedural gaps, rather than random events. Early reporting delays were also limiting the team’s ability to intervene proactively. The conclusion was clear: The injuries were predictable and therefore preventable. Travelers Risk Control committed to a comprehensive two-day on-site assessment involving six members of the company’s leadership team.

Travelers assisted with the development of enhanced safety training tailored to the company’s operations - tag-out systems for malfunctioning carts, updated spill protocols, mandatory supervisor training in multiple languages and revised physical demand standards. The Travelers ergonomics team’s specialized analysis of the exposures was completed as usual, with a level of precision that standard safety programs rarely apply. The plan was introduced at the line level and elevated to corporate leadership, building operational buy-in from the ground up. Insurance program flexibility supported general liability coverage alongside the existing workers compensation solution, extending protection to customer slip-and-fall exposures at third-party locations.

The impact of a coordinated, data-led intervention was quantifiable within a single policy year. Strain claims fell by more than 70%. Slip-and-fall claims declined by approximately 80%. Early claim reporting improved by nearly 15% against benchmarks.² This change meaningfully increased the team’s ability to manage claims proactively from the outset. Risk Control attributed the magnitude of the results in large part to the internal collaboration across the service team, which enabled a unified, proactive approach to claims management. The results demonstrate that significant improvements in safety and reductions in claims are possible when data, risk control and claim strategy are aligned to surface patterns and reveal and address systemic issues.

Coordinate claim, risk control and analytics to drive safety and savings

Coordinated execution across claims, risk control and analytics drove impressive results, including more than a 70% reduction in strain claims, zero attorney-retained claims over multiple years and a 66% reduction in open file volume. These results share a common thread: When the right combination of expertise works across claims, risk control, underwriting and analytics, organizations gain the analytical depth to drive real, durable change.

Travelers’ teams work alongside customers and their agents and brokers, bringing expertise in underwriting, claims and risk control to help guide risk management decisions. Travelers’ industry specialization is extensive and includes transportation, manufacturing, healthcare, senior living and distribution as represented in the stories above.

See what the Travelers National Accounts team can deliver

Travelers National Accounts partners with large organizations and their brokers as a long-term advisor, bringing analytical depth, claim expertise and risk control capabilities designed to drive meaningful positive outcomes like these.

Sources
¹ Travelers Claim Data, 2021 through 2023
² Travelers Claim Data, 2022 through 2023

Find an insurance agent

Tailor coverage to address the risks to your business.

Find an agent

Related products & solutions

Travelers commercial auto & trucking insurance offers quality products to protect your business on the road.

Supports employers and employees after a work-related injury or disease, delivered with a host of proprietary services to support positive outcomes.

When it comes to insuring your commercial property, Travelers has a number of solutions to help keep your property protected.

More Prepare & Prevent

Insights to help you manage risks at work and on the road

Business Continuity Resources

Business Continuity Planning: Key Elements of a Resiliency Strategy

Have a resiliency strategy before an event. Maximize business continuity while minimizing loss of life, property and assets with this guide from Travelers.

Facilities Management Safety Tips and Resources

Premises Security and Liability

Help prevent premises liability issues like slips, trips and falls, as well as safety risks like fires and assaults, with premises security tips.

Driver & Fleet Safety

8 Elements of a Fleet Safety Program

A formal fleet safety program can help maximize fleet efficiency, enhance safety and more.

Success Stories from Travelers National Accounts

Transportation company

Turning fleet data into measurable safety results

The challenge

Manufacturing company

Scalable claim governance for a global workforce

The challenge

Regional healthcare system

Directing claim attention where it matters most

The challenge

Senior living organization

Eliminating litigation through data-driven accountability

The challenge

Perishable goods distributor

Converting injury patterns into a prevention strategy

The Challenge

Coordinate claim, risk control and analytics to drive safety and savings

See what the Travelers National Accounts team can deliver

Find an insurance agent

Related products & solutions

Commercial auto & trucking

Workers compensation

Property

More Prepare & Prevent

Insights to help you manage risks at work and on the road

Business Continuity Resources

Business Continuity Planning: Key Elements of a Resiliency Strategy

Facilities Management Safety Tips and Resources

Premises Security and Liability

Driver & Fleet Safety

8 Elements of a Fleet Safety Program