How Relationship Brokers Build Stronger Claims Teams and Reduce Litigation Risk

In insurance claims management, the shift from siloed departments to integrated, collaborative teams is increasingly vital. The unsung hero in this transformation is the "relationship broker"—a professional who connects people, fosters trust, and navigates complex interpersonal dynamics. With only about 5% of personal injury cases proceeding to trial in 2024, pre-litigation efforts—driven by effective relationship management—are more important than ever.

This article explores how building strong, intentional relationships within and across claims departments can improve coordination, reduce conflict, and elevate overall performance. Through concepts like creating a personal board of directors and institutionalizing feedback loops, leaders can weave a tighter operational fabric. The goal isn’t to flatten the organizational chart, but to create an ecosystem where people feel seen, supported, and aligned in purpose.

Real-world tactics include identifying diverse allies, leading with clear intent, and using relationship-building practices like the P.I.E. model (Performance, Image, Exposure) to foster career growth. The most impactful claims leaders don’t just resolve disputes—they develop people. By modeling psychological safety and offering stretch opportunities with support, they create space for meaningful development and long-term team strength.

Ultimately, becoming a relationship broker isn’t about adding more meetings or check-ins—it’s about embedding collaboration and trust into the fabric of daily operations. As claims professionals face increasing litigation pressure and customer expectations, those who master the thread of relationships will be best equipped to stitch together stronger teams and more successful outcomes.