What's The Business Plan

Joe Paduda's newsletter of 9/15/2025 ended with "What’s your plan to be around in a decade? If it isn’t entirely customer-centric, you’re toast."

Midland Claims Service, Inc. has been operating in the claims industry since 1946. But we don't spend our time looking in the rear view mirror. Our very existence is our ability to deliver results for our paying customers.

In the workers' compensation claims industry, delivering actual results over decades rarely makes it into the RFP competition. For self-funded programs, frequently outside folks are involved (consultants, brokers, etc.) that in many/most cases are rewarded for getting the unit price down and revising the Client Handling Instructions more towards beneficial items for the client. Is that always to the detriment of the claims outfit? Not always, but in our experience extra duties and faster response times are rarely put forward by the broker or the RFP contact with an offer to pay more.

What's your plan to be around in a decade? Ours has remained consistent for nearly 80 years: Deliver actual, measurable, tangible results to the paying customer/client by treating the recovering workers with respect,  dignity and truth. And we are NOT driven by clicking buttons on the computer to capture data on 'measurables' that do not have a direct impact upon the recovering worker at hand. Our claim volumes per Examiner have been the lowest in the industry since 2001. We give our people the time and incentive to help get recovering workers through the WC system. From day one they are in charge of helping the worker find the EXIT sign to allow them to return to their lives. Where we can, we do that face to face...flying in the face of 'best practices'. This is where our trademark came from:

Redefining Best Practices®

There is only one true best practice: Long-term, national experience delivering tangible results with local expertise.