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FEBRUARY 2022 Four Tech Trends in Risk Building a Strategic Road Map for DEI Why Confidentiality Isn’t Guaranteed in Mediations FURTHERING THE HIGHEST STANDARDS OF CLAIMS AND LITIGATION MANAGEMENT Love at FIRST LOSS What Do Claims and Litigation Professionals Love Most About Their Careers? Let Us Count the Ways FEBRUARY 2022 DIGITAL EDITION SPONSORED BY:+1 (800) 466-1578 | jacobsononline.com Get Talent Now: OUR TALENT is nding yoursf i Partner with an executive search and staffing firm with a 50-year history of success in the insurance space. Exclusively dedicated to insurance, The Jacobson Group offers unparalleled industry knowledge and an extensive network. Our talent is helping insurance organizations find the right professionals across all levels and functions. Let us help you find yours. COMPETITION FOR INSURANCE TALENT IS INTENSIFYING.FEBRUARY 2022 Four Tech Trends in Risk Building a Strategic Road Map for DEI Why Confidentiality Isn’t Guaranteed in Mediations FURTHERING THE HIGHEST STANDARDS OF CLAIMS AND LITIGATION MANAGEMENT Love at FIRST LOSS What Do Claims and Litigation Professionals Love Most About Their Careers? Let Us Count the WaysYOU HAVE QUESTIONS. WE PROVIDE ANSWERS. Determining the cause of an accident is no easy feat. It’s a science. Rimkus forensic engineers and consultants have decades of experience reconstructing accidents of all kinds to determine what happened and why. We also provide expert testimony at trial. If you’re facing a complex forensic challenge of any kind, count on us to uncover the facts. WITH SO MUCH AT STAKE, YOU NEED TO KNOW rimkus.com• 800.580.3228 World-class. Global reach. THECLM.ORG/MAGAZINE CLM MAGAZINE 3 CONTENTS CLM MAGAZINE FEBRUARY 2022 20 LOVE AT FIRST LOSS What do claims and litigation professionals love most about their careers? Let us count the ways 24 TURN DOWN THAT NOISE! How variability in professional judgment affects claims 28 IT’S ALL IN THE PLANNING Building a strategic road map to diversity, equity, and inclusion 35 TWICE AS NICE Callahan & Fusco funds Annual Conference scholarships for second year in a row 36 CAREERS What is the best way to negotiate salary? 37 BETWEEN THE LINES “What makes your Annual Conference session essential?” 38 WEBINARS Creating opportunities for young professionals 39 EVENTS Upcoming events, chapter activities, and webinars 40 NATIONAL News and verdicts that affect you from across the country 42 VOICES Getting to know Quintairos, Prieto, Wood & Boyer’s Pamela Carter FEATURES 4 FRONT DESK The heart of claims 6 EXPOSURE Wildfires devastate Colorado 8 DID YOU PLAN FOR THIS? Understanding the stages of crisis management 12 ORDER OUT OF CHAOS Adjusting claims and litigating weather-related catastrophes 14 BRIGHT IDEAS IN RISK Four technology trends that can help prevent claims from happening in the first place 16 PROTECTING YOUR PRIVACY When it comes to mediations, confidentiality isn’t guaranteed COLUMNS AROUND THE CLM 20 24 28 8 12 35 42 FEBRUARY 2022 DIGITAL EDITION SPONSORED BY:4 CLM MAGAZINE FEBRUARY 2022 VP OF CONTENT Eric Gilkey SENIOR MANAGING EDITOR Phil Gusman CONTRIBUTING EDITOR Fran Clark ART DIRECTOR/ PUBLISHING OPERATIONS MANAGER Jason T. Williams EDITORIAL QUESTIONS Eric Gilkey eric.gilkey@TheCLM.org CHIEF EXECUTIVE OFFICER Ronna Ruppelt VP PARTNERSHIPS Jeremy Campbell SENIOR SALES REPRESENTATIVE Bryan Pifer ACCOUNT EXECUTIVE Megan Josd ADVERTISING QUESTIONS Jeremy Campbell jeremy.campbell@TheCLM.org 513-377-7228 FEBRUARY 2022 • ISSUE 2 • VOL. 6 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 © 2022 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. A publication of During law school, I worked for a law firm that specialized in insurance defense and adjusted claims for self-insured trucking companies. This experience launched the trajectory of my professional life. The firm put every new lawyer through intensive training to teach us how to investigate, analyze, evaluate, and resolve a claim so we understood it from the inside out. Invaluable. Something inside me clicked. I thrived on the excitement of the investigation and the mental gymnastics of solving complex problems, but, more importantly, I appreciated the importance of this work on a human level—and how it could help people on what might be the worst day of their lives. A few years later, my career path led me to a carrier, and I was inspired all over again when I heard the late Peter Lewis, who was CEO of Progressive at the time, eloquently and effectively explain this concept to the organization. He reminded us that we exist to reduce the trauma of people who are involved in accidents. In my opinion, Lewis’ thoughtful, human-centered approach revolutionized the industry, and this guiding principle has led me for more than 30 years. FRONT DESK Claims really is about helping people. And that is abundantly clear in the stories shared by our community in this month’s feature article, “Love at First Loss.” There’s no doubt that some of you enjoy the diversity, others are information junkies that thrive on processing data, and others like to be detectives, but your passion for people is at the heart of your “why.” Read more from our community in these inspiring love stories on page 20! While some of our community took a direct path into claims, many of us traveled indirectly to find ourselves here. Regardless of how we traveled or when we arrived, we stay because we love claims. And that is why you are the heart of claims—and the heart of CLM. All the best – Ronna Ruppelt CEO ronna.ruppelt@TheCLM.org LinkedIn.com/in/ronnaruppelt P.S. Annual Conference is a celebration of all things claims. If you love claims and the CLM – join us in Palm Desert, March 23-25; you can register at theclm.org. The Heart of Claims 2021 AWARDS FOR PUBLICATION EXCELLENCE WINNER CLM (ISSN XXXX-XXXX) is published monthly 12 times a year by CLM, a member company of The Institutes, 2 South University Drive, Suite 100, Plantation, FL 33324. Application to mail at Periodical Postage Prices is Pending at Plantation, FL, and at additional mailing offices. Postmaster: Send address changes to CLM, 2 South University Drive, Suite 100, Plantation, FL 33324. Allow four weeks completion of changes. Advertising and editorial deadline is the first of each month preceding issue date.For more information, visit www.caseglide.com, or contact us at info@caseglide.com to set up a demonstration. Close cases faster and with better outcomes The industry’s only unified claims litigation software that drives efficiency, delivers insight and reduces costs. Align your claims professionals and attorneys around your case strategies and reduce friction. CaseGlide transforms the claims litigation process, allowing you to close cases faster with positive outcomes and reduce costs through collaboration. CaseGlide provides the data and analytics you need to make better, more informed decisions, and align your teams around your litigation strategies.EXPOSURETHECLM.ORG/MAGAZINE CLM MAGAZINE 7 WILDFIRES DEVASTATE COLORADO A little girl plays near the remains of her grandfather’s house in a neighborhood decimated by the Marshall Fire on Jan. 2, 2022, in Louisville, Colo. Officials reported that 991 homes were destroyed in the fire, making it the most destructive wildfire in Colorado history. PHOTO: MICHAEL CIAGLO/GETTY IMAGESNext >