With 36 years of experience in personal injury management, Susie Walford, General Manager of Federal Self-Insurance at Employers Mutual Limited (EML), offers a powerful perspective on building purpose-driven workplaces that prioritize both people and performance.
In this compelling conversation, Walford reveals how EML—Australia’s largest personal injury claims provider—has cultivated an award-winning culture while delivering exceptional outcomes for injured workers. As a mutual organization, EML reinvests profits into client support, research, and community programs—channeling an impressive $142 million into initiatives that make a tangible difference. One standout example: the free Injured Workers Support Service in the ACT, which provides critical assistance and drives better recovery outcomes.
Recognized as one of the best workplaces for women, EML exemplifies how a values-led approach can elevate both employee engagement and client impact. Whether you're an employer navigating workers' compensation, a leader seeking to foster inclusion, or someone exploring a career in injury management, Walford’s insights offer a blueprint for aligning purpose with practice. As Walford shows, when organizations put people first, exceptional outcomes naturally follow.