Lessons Learned

What have you learned from a mentor or hope to impart to a younger industry professional?

September 21, 2018 Photo

As another school year begins, what is one important industry-related lesson you either learned from a mentor or hope to impart to a younger industry professional?

“Never be a just-in-time attorney,’ said an early mentor of mine. Substitute other professional roles such as claims professional, manager, and mediator for ‘attorney.’ By getting things done timely or early, we make claims professionals, policyholders, and customers happy, and easily comply with guidelines and regulations.”

Rachel K. Ehrlich, Mediator, Judicate West. CLM Fellow since 2010.

“Without question, strive for satisfied customers throughout the claims process. Research proves acting in the best interest of customers is the most significant driver of satisfaction, outpacing even claims payment. Providing a positive experience is the right thing to do and appreciably lowers the possibility a claim goes into extra-contractual litigation.”

Ted Colquett, Founding Partner, Colquett Law LLC. CLM Member since 2009.

“Because we are in an industry driven by customer service, I endeavor to always be mindful of the human condition and maintain compassion in all things. While people may or may not remember a good result on a case, they will always remember the way you made them feel.”

Janeen Thomas, Attorney, Wilson Elser Moskowitz Edelman & Dicker LLP. CLM Member since 2012.

“Developing the ability to understand the claimant’s perspective. Initial training involves contract language, investigative skills, and legal theories myopically focused on the insured’s defenses. To evaluate a claim and develop an effective resolution strategy, you must concurrently develop the facts from the claimant’s perspective and appreciate the emotional component.”

Michael McMyne, Managing Member, Norwiledest, LLC. CLM Fellow since 2008.


Percent of women in financial services who believe lack of mentoring from senior leaders gets in the way of women reaching leadership positions.

Source: Ernst & Young


Percent of millennials who say they have a mentor. Ninety-one percent say their mentors are interested in their personal development, and 94 percent say their mentors provide good advice.

Source: Deloitte


Percent of private sector executives who say mentoring was critical in helping them reach their current position.
Source: American Society for
Training and Development


Percent projected increase in enrollment in colleges and degree-granting institutions from 2008 to 2019.

Source: National Center for Education Statistics


Projected number of students enrolled in
public and private colleges in 2027.

Source: Statista


About The Authors
Phil Gusman

Phil Gusman is CLM's director of content.  phil.gusman@theclm.org

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