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2:00 pm
Blue Ballroom
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.
Speaker
Lacey Breeden
Akana Claims Management/KLB Services
Lacey Breeden is co-founder and Chief Executive Officer at Akana Claims Management. Lacey also serves as General Counsel at KLB Services, which is part of a fourth-generation family-owned and operated trucking company based in Fort Worth, Texas.
Kyle Weaver
Akana Claims Management/KLB Services
Kyle Weaver serves as Chief Operating Officer at Akana Claims Management.
Thomas Shulte
Akana Claims Management
Tom Schulte is a co-founder and the Chief Claims Officer of Akana Claims Management. He is also the founder of Schulte Law Office, LLC, a transportation-focused litigation firm based in Indianapolis, Indiana, where he serves as National Counsel for KLB Services.
Monica Jordan
Akana Claims Management
Monica Jordan is a co-founder of Akana Claims Management and serves as its President of Empathic Adjusting.
