This article was written with the assistance of AI and edited by Angela Sabarese.
In a recent CLM webinar, titled “We’re All in This Together: Perspectives From Outside Counsel, Inside Counsel, and the Supervisor,” insurance industry professionals gathered for a comprehensive panel discussion on efficient litigation management/ Moderated by Ally Byrd of Jones Walker LLP, the panel featured diverse perspectives from Courtney Allen, vice president of claims at Corvel Corporation; Jonathan Morrow, an attorney at Knight Nicastro MacKay, LLC; Jade Letlow, a senior claims examiner with Berkley Environmental; and Emily Concannon, head of legal risk management at Traders Insurance.
Optimizing Collaboration
The discussion centered on optimizing collaboration among outside counsel, inside counsel, supervisors, and claims adjusters. Key topics included communication strategies, litigation reporting best practices, adherence to guidelines, knowledge sharing, and cost-effective case management approaches.
Fundamentals of Successful Claims Handling
Communication emerged as the fundamental pillar of successful claim handling. Concannon emphasized that "timely communication is what really pushes all of these cases along," advocating for immediate updates even when information is preliminary. The panel unanimously agreed that delayed communication creates cascading problems, increasing costs and prolonging case resolution.
Regarding litigation reports, panelists stressed the importance of brevity and clarity over lengthy legal dissertations. Claims handlers consistently prefer concise reports with clear recommendations and action plans, as they manage substantial caseloads requiring quick information processing.
Allen highlighted the human element in claims management, noting that "emotions costs the file money. We pay cost for emotion. That's how we get to trial." She emphasized that prioritizing relationships and prompt communication prevents adversarial situations that drive cases toward expensive litigation.
The panel also addressed the critical role of honest collaboration in building trust. Letlow explained how poor communication erodes confidence: "if I have a counsel that's not being communicative with me, it kind of makes me lose a bit of confidence in how they're handling the case."
The discussion concluded with panelists sharing their vision of ideal professional relationships, emphasizing transparency, mutual respect, and shared commitment to achieving optimal claim outcomes through effective teamwork.