Building Better Relationships

About eight months ago, I left my job as an associate attorney in private practice to work for a Fortune 500 insurance company as a claims professional. In my new role, I handle litigation claims against rideshare drivers.

Moving from counsel to counsel’s client has given me a unique view into the particulars of each role in the claims process. My hope is that the following tips and insights for practitioners will foster a better relationship among professionals on each side and allow for more effective and efficient claims handling.

Too often, I receive reports from counsel that just repeat the allegations, incident facts, and medicals. This is information that we already have. Lacking an analysis of the liability issues or recommendations on settlement value and next steps, the reports are not useful. The most helpful reports offer insights into what the known facts mean for the case in this venue, or with this judge, for example.

Likewise, we need to be informed of all details prior to making a decision. I recently received an email from counsel stating something to the effect of, ‘Plaintiff’s counsel has requested that defense cover court costs, please advise if you approve.’ My first question: How much are the court costs? Providing this information upfront would have prevented follow-ups and allowed for quicker closure of the file.

I can’t stress this one enough: Please provide details, analysis, and recommendations in your reports to adjusters.