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NOVEMBER / DECEMBER 2025 FURTHERING THE HIGHEST STANDARDS OF CLAIMS AND LITIGATION MANAGEMENT Compensating the Boys of Fall The Roundabout The Power of Professional Development INTO THE LAUNCHING FUTURE NOVEMBER / DECEMBER 2025 DIGITAL EDITION SPONSORED BY:CUSTARD.COM 888.CUSTARD When the unexpected happens, let Custard be your silver lining. Comprehensive Property Claims Handling From minor damage to major loss — we’ve got it covered. Our experienced adjusters deliver fast, accurate service for personal and commercial property claims—helping reduce costs and limit disruptions to your life or business. Contact one of our dedicated team members today for your property claims needs! Richard Mixon Jason Willis VP, Property Services AVP, CAT Operations Manager jwillis@custard.com rmixon@custard.comNOVEMBER / DECEMBER 2025 FURTHERING THE HIGHEST STANDARDS OF CLAIMS AND LITIGATION MANAGEMENT Compensating the Boys of Fall The Roundabout The Power of Professional Development INTO THE LAUNCHING FUTUREWe don’t make cars. But we do work closely with those that drive them uninsured. Introducing the all-new sedan, wrecked by an uninsured 23-year-old med student. With an impossibly smooth ride due to the hydroplane that carried him into the rear end of your insured's vehicle. A $12,403 loss was successfully recovered within 60 days of placement by the good folks at Wilber. Find your own recovery success story today at your local Subro dealer. For those who are responsible, there’s insurance. For everyone else, there’s Wilber.THECLM.ORG/MAGAZINE CLM MAGAZINE 5 CLM MAGAZINE NOVEMBER / DECEMBER 2025 >>>CONTENTS NOVEMBER / DECEMBER 2025 DIGITAL EDITION SPONSORED BY: 20 PHENOMS UNDER 40 Launching Into the Future 26 COMPENSATING THE BOYS OF FALL College Sports May Soon Face the Ultimate Call: Player or Employee? 38 THE ROUNDABOUT Transportation Experts Share Their Thoughts on New Safety Technologies COVER STORY 6 FRONT DESK The Phenoms Are the Future 8 A STRATEGIC IMPERATIVE AI-Driven Claims Management Demands Lean Six Sigma Leadership 12 THE POWER OF PROFESSIONAL DEVELOPMENT CLM Survey Shows Support for Growth Is a Top Retention Strategy 14 PERCEPTION, RISK, AND PRODUCT LIABILITY Cannabis Research Catching Up to Consumer Behavior FEATURES COLUMNS 20 268 38 46 AROUND THE CLM 43 WEBINARS The Ethics Behind Effective Claims Management 45 ASK THE EXPERT AI: Hype Vs. Reality 46 VOICES Getting to Know: Ron Morrison, Great American Insurance Group6 CLM MAGAZINE NOVEMBER / DECEMBER 2025 DIRECTOR OF CONTENT Phil Gusman ASSOCIATE EDITOR Angela Sabarese ASSISTANT EDITOR Fran Clark ART DIRECTOR/ PUBLISHING OPERATIONS MANAGER Jason T. Williams EDITORIAL QUESTIONS Phil Gusman phil.gusman@TheCLM.org PRESIDENT Susan Wisbey-Smith VP PARTNERSHIPS Jeremy Campbell SENIOR ACCOUNT EXECUTIVE Laurel Metz ACCOUNT EXECUTIVE Megan Josd ADVERTISING QUESTIONS Jeremy Campbell jeremy.campbell@TheCLM.org 513-377-7228 NOVEMBER / DECEMBER • ISSUE 6 • VOL. 9 REPRINTS For reprints and licensing please contact Jeremy Campbell at jeremy.campbell@TheCLM.org or 513-377-7228. CLM Magazine is published bi-monthly and covers news and topics of interest to insurance claims, risk, and litigation management professionals. Copyright © 2025 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 Each year, I’m amazed by the CLM community’s enthusiasm to nominate candidates for CLM Magazine’s “Phenoms Under 40.” The spirit of CLM is evident in the submissions we receive, as members and fellows always deliver compelling nominations to ensure the rising stars they work with get the recognition they deserve. This year, once again, the biggest challenge for the content team and leadership was narrowing the list down to just 10 winners. All of the nominees we reviewed and considered are impressive young professionals. To make our final selections each year, we consider the following factors: • Professional accomplishments. All nominees we review are hardworking professionals. We look for those who demonstrate impressive accomplishments and take on significant responsibilities at their firm or company. Detailed examples will always boost a nomination. • Contributions to the industry and community. Giving back is a key focus for CLM. We look for young professionals who volunteer in their communities, as well as those who lift up fellow young professionals in the industry through mentorship and innovative recognition programs. • Involvement in CLM. Ultimately, the “Phenoms Under 40” is a celebration of extraordinary young professionals within the CLM community, so we look for those who contribute to CLM by attending and planning CLM events, speaking during CLM presentations and webinars, attending Claims College and LMI, and writing articles for our digital and print publications. Check out the profiles for the 2026 “Phenoms Under 40” on page 18, and we think you’ll agree that this year’s winners excel in each of the above categories. PASSING THE TORCH ON “THE ROUNDABOUT” CLM’s long-running series, “The Roundabout,” has a new author/interviewer: Floyd Cottrell, partner at Rawle & Henderson, LLP. Check out his first go at the helm of this feature on page 36. I look forward to working with Floyd in the years to come to keep this popular series going in the pages of CLM Magazine. Floyd takes over from the series creator and longtime author, Jim Foster, partner at Cassiday Schade LLP. I’d like to extend a big thank you to Jim for consistently developing quality articles and covering key transportation trends and topics in a unique Q&A format that always made for an interesting and entertaining read. Jim’s attention to detail was always greatly appreciated, as was the considerable time and effort he put into “The Roundabout,” from developing pertinent questions to ask, to finding quality respondents, to delivering a refined finished product. “The Roundabout” is in good hands with Floyd, and the series lives on thanks to Jim’s efforts over the years. Phil Gusman Director of Content phil.gusman@theclm.org The Phenoms Are the Future FRONT DESK >>>Allyourclaimsand safetyprogramsin oneplace. Wedelivercustomized,flexible,and visiblesolutionsformanagingevery aspectofyourclaimsprocess.From autoandpropertyclaimstosafety programs,wegiveyouon-demand accesstotheexactdataandreports youneed,anytime,anywhere.Our goalissimple:minimizecosts,reduce downtime,andkeepyourbusiness movingforward. HOWWEWORK WHATWEDO Optimize Fromfirst-partyautotothird- partyproperty,generalliability, andsubrogationservices,we streamlineyourprocesseswith speedandaccuracy,givingyou theinsightsyouneedtostay ahead. Empower With24/7real-timeaccessto detailedclaims,maintenance, andsafetydata,weempower youtomakesmart,fast decisionsthatprotectyour peopleandyourbottomline. WeDriveYourSuccess YOURSPECIALIZEDTPAFORCLAIMSANDSAFETYSOLUTIONS. ScantoLearnMore Seeourfulllistofservicesand learnmoreabouthowwecan helpyourbusinesssucceed. Visitushere: www.fleetresponse.com8 CLM MAGAZINE NOVEMBER / DECEMBER 2025 I n today’s insurance industry, we constantly hear the words artificial intelligence (AI) echoing through conference rooms, webinars, networking events, and team meetings. But how many of us truly understand what it means? The reality is that, for some, AI may seem like just another system— another project for the IT or innovation department to define, measure, analyze, improve, and control. It can feel distant, complex, and even intimidating, especially if your role is not technical. This article is an introduction to what AI really is, why a Lean Six Sigma mindset is essential for every phase of technological implementation, and why, despite the fear of being replaced by machines, there is still a crucial and irreplaceable role for human beings in this new era. Let’s be clear: This topic is not some distant future. AI is already here, and it has been evolving for years. It is no longer an experiment in tech labs; it is now a powerful force reshaping industries, including insurance. That is why the time to act is now. We must get on board this incredible innovation train, a train that moves at extraordinary speed and has the potential to take us, as insurance professionals, to places we never imagined possible in the industry. This is not just a matter for IT or operations; even litigation and legal departments must be trained, informed, and integrated into the strategic AI conversation. The future of insurance will not only be automated, but also litigated, and we need to be ready on all fronts. THE REAL MEANING OF ARTIFICIAL INTELLIGENCE AI is the science of creating systems that can mimic, learn from, and even surpass certain aspects of human intelligence. AI refers to machines or software capable of recognizing speech, interpreting images, making decisions, and solving problems. It is important to distinguish AI from traditional software: Conventional software follows pre-defined rules and instructions written by human programmers. AI, on the other hand, has the ability to learn from data and experiences. A Strategic Imperative AI-Driven Claims Management Demands Lean Six Sigma Leadership By Maria Landaeta, JD, BA, MBA, MBB, CPCU TECHNOLOGY >>> Maria Landaeta is a claims specialist at IAT Insurance Group. maria.landaeta@iatinsurance.comSubrogation ABOUT US Our people, processes and technology provide industry leading results that give our clients a significant competitive advantage. With newly combined expertise under the SubroIQ umbrella, we offer unparalleled services with world class results! Closed File Review SERVICES The P&C Industry’s Premier Provider Info@SubroIQ.comSubroIQ.com Outsource/Co-Source Uninsured Recovery Arbitration Powered by Subro AI Learn MoreNext >