The resolution of a claim involves much more than simply attending a mediation session to negotiate a settlement. The final negotiation of the settlement is often only a small percentage of actual claims activity. Yet there seems to be a greater focus among claims professionals on negotiation than on persuasion. Claims professionals spend a great portion of their work days either persuading or being persuaded by claimants and their counsel. Let’s look at several ways to use persuasion techniques to achieve better and more efficient claims outcomes.