Traditionally, claims handling in the trucking industry has been viewed primarily through a legal and financial risk lens. While that perspective is essential, an increasing number of carriers and claims professionals are finding that early, empathetic engagement with claimants—when paired with disciplined processes and technology—can significantly reduce claim costs, shorten resolution timelines, and prevent otherwise avoidable litigation. This panel would explore how empathy, when applied intentionally and professionally, can be a powerful risk-management tool rather than a liability.

The panel would examine what “empathetic claims adjusting” looks like in practice. Topics include addressing claimants’ immediate post-accident needs—such as rental transportation, temporary lodging, and clear communication—along with the importance of listening, relationship-building, and treating claimants as people rather than files. Panelists will discuss how these early actions often de-escalate emotions, reduce mistrust, and materially decrease the likelihood that a claimant retains counsel solely out of frustration or fear.

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