Anatomy of a Stuck Claim: Costs, Incentives, and Early Resolution Moves

Alvaro Valdez is the Assistant Management Services Director – Risk Management & Safety for the City of Burbank, where he oversees the City’s Risk Management Program and leads initiatives focused on workplace safety, claims management, and organizational risk reduction. Since joining the City in 2007, Alvaro has served in five different departments, providing him with a broad understanding of municipal operations. Prior to his current role, he served as the Acting Workers’ Compensation Administrator, helping drive effective claims management and return-to-work strategies. With nearly two decades of public sector experience, Alvaro is recognized for his collaborative leadership style and commitment to creating safer, more resilient workplaces.

Brent Daub brings more than 23 years of litigation and business experience to his role as Founding Partner of Gilson Daub LLP. His leadership, strategic vision, and client-focused approach have helped shape the firm’s innovative culture, rooted in a commitment to delivering exceptional client service and results. Under Brent’s leadership, Gilson Daub has expanded its footprint from Southern California to 14 states, including Nevada, Missouri, Kansas, Arizona, Hawaii, Illinois, Indiana, Oklahoma, Tennessee, Florida, Iowa, Nebraska, and South Dakota. Brent earned a Bachelor's of Arts (B.A.) Degree in Pre-Law/Criminal Justice from the University of Central Oklahoma, a Juris Doctorate (J.D.) and a Masters’ Degree in Dispute Resolution (M.D.R.) from Pepperdine University School of Law, and a Doctorate in Interdisciplinary Leadership (I.L.D.) from Creighton University. His doctoral dissertation research was conducted on the subject of managing attorneys in flexible working programs.

As the North America Head of Learning Strategy and Emerging Talent at Gallagher Bassett, Nikki leads initiatives that develop, engage, and retain top talent across the claims ecosystem. Her work centers on building future-ready teams through strategic learning design, workforce transformation, and a deep commitment to elevating the claims profession. She is also the former CEO, founder, and author of Elevate the Narrative, formerly one of the most-read blogs in the P&C space, where we unpacked trends, highlighted innovation, and shared fresh perspectives to push the industry forward. As a published industry researcher, Nikki authored: "The largest scholarly exploratory study on talent attraction and retention in the P&C industry" and "From the Front Lines – a revealing research series amplifying the voices of today’s claims adjusters and their evolving roles." She is also the creator of The Work Comp Power Prompt™ — a practical guide that helps claims professionals harness the power of generative AI through effective prompting techniques. My goal is to help insurance teams stay ahead of the curve with tools that are simple, actionable, and grounded in real-world workflows.

Scynthia Syfrett is a workers’ compensation leader with over 36 years of experience strengthening safety, compliance, and employee care. As Manager of Workers’ Compensation at Sharp HealthCare, her focus is delivering clear guidance to injured employees, improving claims performance, and advancing prevention‑driven strategies that align with Sharp’s culture of excellence. Scynthia was recognized as a 2025 National Insurance THEO Award recipient on behalf of Sharp HealthCare, an honor presented by National Comp and Risk & Insurance to highlight breakthrough innovation and impact in workers’ compensation and injury prevention. She is passionate about developing the next generation of insurance professionals and championing ethical, people‑first claims management. Her mission is simple: elevate outcomes, streamline processes, and ensure employees receive the highest standard of care and support.

Whitney is a nurse case manager with over 8 years of experience in workers’ compensation, bringing deep expertise in both in-field and telephonic care management settings. She has supervised RN teams, coordinated complex care, supported injured employees through recovery, and partnered closely with providers, employers, and insurers to achieve timely, effective outcomes. In addition to her case management work, Whitney serves as a Utilization Review Nurse, specializing in clinical triage and evidence-based evaluation of Requests for Authorization (RFAs) to ensure care is appropriate, timely, and aligned with best-practice guidelines. She is known for her ability to bridge high-quality patient care with thoughtful, objective clinical decision-making, helping balance recovery, function, and system integrity within the workers’ compensation environment.