Sorry/Not Sorry – Exploring the Use of Empathy and Apologies in Claims Management

Claims professionals and defense counsel often view and approach claimants/plaintiffs as "the enemy". We'll discuss how altering the approach by humanizing rather than demonizing litigants can promote resolutions. We'll present scenarios where an apology helped or could have helped defuse a tense settlement dispute and consider how Apology Laws come into play during negotiations. Finally, we'll review the importance of the wording and planning stages of expressions of empathy and apology to maximize impact during the settlement process.


Angela Kopet, Partner, Copeland, Stair, Valz & Lovell
Deborah Saunders, Senior Director, Claims Management, Comcast
Martin Block, Sr. Claim Account Manager, Arch Insurance
Joseph Kearney, Associate Director - Claims Management, Willis Towers Watson