Track: Disability

This interactive workshop traces the 100-year evolution of disability claims management in Canada, from its early reactive roots to today’s structured, member-centered approach. Participants will explore how claims handling has shifted from basic benefit payment to proactive case management focused on rehabilitation, return-to-work, and holistic member support.

Using storytelling, timelines, and “then vs. now” scenarios, the session highlights key milestones—including the emergence of group disability insurance, standardized processes, case management, mental health integration, and the use of data and analytics. Participants will reflect on how lessons from the past shape modern best practices and their day-to-day decision-making.

By the end of the workshop, attendees will better understand the value of their role within a century-long legacy of progress and how today’s tools and approaches continue to improve outcomes for the members they serve.