What is the Biggest Change in Your Approach at Claims College?

CLM Fellows and Members share their teaching approaches at this year's Claims College

August 31, 2021 Photo

With Claims College returning to in-person courses this September, what is the biggest change in your approach as an instructor compared to last year’s virtual courses?

“While virtual training was a good option for training based on the situation at the time, it lacked the face-to-face and personal contact with the students. As an instructor, I look for student participation, student absorption of the material, and use of a flip chart to emphasize critical points in the material. Also, questions come more freely face to face.” -Patrick Milone, Vice President, Property Claims Manager, Claims Administration Corp. CLM Fellow since 2011.

“The biggest change in my approach this year will be to take full advantage of the ability to engage in small group and individual exercises to illustrate concepts and reinforce learning. We had to do without these exercises last year due to the limitations of a virtual setting. Virtual provided us a vehicle to continue on with our courses last year, but it will be good to get back to in-person learning this year.” -Lee Wright, Casualty Claim Director, Tokio Marine. CLM Fellow since 2009.

“After being remote last year, I think we all appreciate the importance of interaction between faculty and students. When a discussion gets going among the students, it ends up teaching us something new as faculty or reminding us of something that we have not done in some time. The interactions and relationships built through group discussions and projects provide an amazing network for life. Some of my closest friends are people I met through Claims College.” -Jayne Spies, Claims Manager, Oklahoma Municipal Assurance Group. CLM Fellow since 2013.

“The big difference this year is that we will be live! The joy of teaching is the feedback of the students. One-way communication is not nearly as fun or meaningful.” -Jeffrey Adelson, General Counsel, Co-Managing Shareholder, Adelson McLean. CLM Member since 2010.

“Last year, virtual education was a first for many of us. We learned how difficult it is to gauge a student’s understanding without their physical presence and body language. Instead, we worked to deliver the material clearly without the benefit of those innate responses, and I think that will make us all better instructors for this year.” -Jennifer Wojciechowski, Vice President, Operations, Community Association Underwriters of America. CLM Fellow since 2011.


Percent of companies, among 100 surveyed, that used Zoom as their virtual platform of choice in 2020.

Source: AnyRoad


Percent of U.S. companies that say they will use both in-person and virtual events after the COVID-19 pandemic ends. Forty-two percent say they will use in-person only.

Source: Statista

About The Authors
Phil Gusman

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

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