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DECEMBER 2023 FURTHERING THE HIGHEST STANDARDS OF CLAIMS AND LITIGATION MANAGEMENT A Deep Dive on Bad Faith, Part II Fraud Red Flags The High Stakes of Cannabis Insurance IS BRIGHT THE FUTURE DECEMBER 2023 DIGITAL EDITION SPONSORED BY:888.CUSTARD WWW.CUSTARD.COM Transportation Services Excellence in Claims Handling. Building Partnerships Since 1962. Recognized as a premier loss adjusting company with roots firmly planted in handling commercial transportation losses. For information, please contact Teresa Allen-Tignor at tallen-tignor@custard.comDECEMBER 2023 FURTHERING THE HIGHEST STANDARDS OF CLAIMS AND LITIGATION MANAGEMENT A Deep Dive on Bad Faith, Part II Fraud Red Flags The High Stakes of Cannabis Insurance IS BRIGHT THE FUTURETHECLM.ORG/MAGAZINE CLM MAGAZINE 3 DECMBER 2023 DIGITAL EDITION SPONSORED BY: CONTENTS CLM MAGAZINE DECEMBER 2023 14 PHENOMS UNDER 40 The future is bright 20 STAY THE COURSE OF REASONABLE CLAIMS HANDLING Part II of a deep dive on bad faith 24 FINDING THE RED FLAGS Examining cases of fraud 30 CLAIMS UNLEASHED! The time is now. Register for the 2024 Annual Conference 31 BETWEEN THE LINES What’s the best gift the industry has given you this year? 32 NATIONAL News and verdicts that affect you from across the country 34 VOICES Getting to know Claims Administration Corporation’s Patrick Milone FEATURES 4 FRONT DESK Looking to the future 6 EXPOSURE Dreaming of a wet Christmas 8 KEYS TO CONFLICT RESOLUTION Five strategies for insurance adjusters 10 THE HIGH STAKES OF CANNABIS INSURANCE CRBs and parallels to cyber markets COLUMNS AROUND THE CLM 14 8 30 34 104 CLM MAGAZINE DECEMBER 2023 FRONT DESK A publication of DIRECTOR OF CONTENT Phil Gusman ASSOCIATE EDITOR Angela Sabarese ASSISTANT EDITOR Fran Clark CONTRIBUTING EDITOR Abi Potter Clough ART DIRECTOR/ PUBLISHING OPERATIONS MANAGER Jason T. Williams EDITORIAL QUESTIONS Phil Gusman phil.gusman@TheCLM.org CHIEF EXECUTIVE OFFICER Ronna Ruppelt VP PARTNERSHIPS Jeremy Campbell SENIOR ACCOUNT EXECUTIVE Laurel Metz ACCOUNT EXECUTIVE Megan Josd ADVERTISING QUESTIONS Jeremy Campbell jeremy.campbell@TheCLM.org 513-377-7228 DECEMBER • ISSUE 10 • VOL. 7 REPRINTS For reprints and licensing please contact Jeremy Campbell at jeremy.campbell@TheCLM.org or 513-377-7228. CLM Magazine is published monthly and covers news and topics of interest to insurance claims, risk, and litigation management professionals. Copyright © 2023 by the CLM. All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without prior written permission of the CLM. The views expressed in the articles are solely those of the authors or those interviewed and do not necessarily reflect the views or opinions of CLM or the companies in which the authors are employed. December is a month to not only reflect on the year that is ending, but also it is a time to look ahead to the future. For CLM, that means getting ready for an amazing 2024 Annual Conference in April (be sure to check out the “Around the CLM” section in this issue for registration information!). It means marking our calendars for CLM’s other exciting upcoming learning and networking opportunities that will occur both in-person and virtually. It means preparing to roll out exciting CLM initiatives in the coming year that will benefit and serve our amazing community of claims and litigation professionals. But the future is about more than upcoming events and initiatives; it is about people. The futures of both CLM and our industry depend on a new generation of exceptional professionals who immerse themselves in claims and litigation management, innovate to find new solutions to the industry’s emerging and longstanding challenges, and ultimately step into leadership roles to guide the industry into the decades ahead. Attracting and retaining these future leaders has been a major topic of discussion in the claims and legal communities for many years, and one thing I can say is that a key to success is being able to identify that talent when it is in your ranks. That brings me to CLM’s 2023 “Phenoms Under 40.” These 10 industry stars truly represent the types of leaders that will carry our industry and CLM forward. In addition, their accomplishments today are impressive and worthy of recognition. It is my privilege to present the 2023 winners in this issue of CLM Magazine, and I encourage you to read their profiles. You will see that the future of our industry is in capable hands. Beyond our 10 winners, I want to note that we received so many outstanding nominations for this year’s “Phenoms Under 40.” I truly enjoyed seeing the accomplishments of the nominees, and also the enthusiasm of the nominators. There is a level of excitement about the young talent in our industry and throughout CLM that is inspirational. As the title of our 2023 “Phenoms Under 40” feature states, the future is bright! All the best – Ronna Ruppelt, Esq. CEO ronna.ruppelt@TheCLM.org LinkedIn.com/in/ronnaruppelt Looking to the FutureOnce a year we gather the many professionals who play a part in the process of managing claims and elevate our combined knowledge. This year we do so with a shrewd eye on one goal: unleashing all the expertise, technology, prowess, and old- fashioned know-how to crack the code on claims and litigation management processes. ARE YOU READY FOR IT? Get the Hottest Ticket in Claims Today Register now for the Annual Conference to ensure a seat in your preferred sessions. AC24 APRIL 2-4 | SAN FRANCISCO #CLM2024 REGISTER NOW6 CLM MAGAZINE DECEMBER 2023 EXPOSURE DREAMING OF A WET CHRISTMAS After atmospheric river conditions brought heavy rains to the region in early December, floodwaters inundated a Christmas tree farm near Silvana, Washington. PHOTO: DAVID RYDER/GETTY IMAGESNext >