Break the Doom Loop by Shifting from Conflict to Curiosity in Claims

In a thought-provoking piece from CLM Magazine, author and mediator Matthew Cianflone explores how claims professionals and litigators can escape the ‘doom loop’—a destructive cycle where one negative event triggers another, escalating conflict, prolonging litigation, and driving up costs. Rooted in adversarial thinking and emotional reactions, the doom loop is a common trap in the litigation world, but Cianflone offers a compelling alternative approach: ‘Get Curious, Not Furious.’

The key to breaking the loop lies in reframing litigation not as a battle, but as a negotiation. Since fewer than 5% of civil cases go to trial, most are resolved through agreements—yet adversarial behavior often delays this resolution. Cianflone outlines ten actionable strategies to shift mindsets and improve outcomes, from staying cost-conscious and knowing your case thoroughly, to understanding opposing interests and neutralizing difficult personalities. Central to this is emotional intelligence—reducing negative self-talk, managing bias, and focusing on long-term goals rather than reactive wins.

Strategies like sharing your position early, asking the right questions, and focusing on problem-solving over point-scoring can significantly impact how quickly and successfully claims are resolved. Even when the opposing party is uncooperative, adopting a calm, professional demeanor can help shift the dynamic. Taking care of personal well-being is also emphasized, as emotional exhaustion and burnout can lead to poor decision-making and perpetuate the doom loop.

Ultimately, the article promotes a mindset shift that benefits not just claim outcomes but professional satisfaction. With intentional communication, self-awareness, and strategic empathy, claims professionals can break the cycle—and find more purpose and peace in their work.