A Most Memorable Claim: CLM’s ADR Committee Highlights The Importance Of Making Human Connections

Why is it when we talk about alternative dispute resolution, we often forget the human connections at play?

A successful claims resolution involves building rapport and trust with the claimant to get the case resolved, yet we seem to focus more on the end result.

To change that, CLM’s ADR Committee will feature claims professionals sharing lessons learned from their most memorable claims. For this first interview,
I spoke with Theresa Ott, claims manager for Baystate Health Clinical Safety, Risk Management & Insurance.

With more than 20 years in the industry (and now working for a self-insured organization), Ott has learned that embracing a collaborative approach to claims resolution—and exploring how to best serve the interest of all parties involved—often leads to more timely and positive outcomes, even in the face of the most unfortunate events.