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Jennifer Gibbs to Serve as Panelist at Complex Claims & Litigation Forum

February 27, 2024

Jennifer Gibbs, a partner in Zelle’s Dallas, TX office, will serve on the panel “Succeed with Empathy: How Being Empathetic Wins Customers and Cases” at the ALM | PropertyCasualty360 Complex Claims & Litigation Forum in Las Vegas, NV. The session will be held on Tuesday, February 27, 2024, 10:45 am - 11:30 am.

Jennifer will be joined on the panel by Lori Ann Franek (DBI Consultants) and
Joe Patten (Sompo International).

The podcast style discussion will use social science, research, and personal stories to illustrate why empathy matters in claims and litigation. The panel will first address the commonly understood definition of empathy, four types of empathy defined by psychologists, and which type empathy is likely to be best suited in the claims adjustment process. The panelists will provide insights from industry perspectives (expert/consultant, legal, and carrier) on using empathy to create collaborative cultures, retain customers and employees, address difficult personalities in the claim-adjustment process (including narcissism), and prevail in disputed matters. They will also highlight the importance of leveraging empathy amid the industry’s move to more automated processes (including artificial intelligence), provide tips for personalizing the insurance company to facilitate claim settlements, and discuss the importance of creating positive experiences in difficult industries.

In its second year, the Complex Claims & Litigation Forum is a mixture of thought leadership presentations, actionable case-studies, and closed-door peer-sharing. Over two and a half days, the event will go beyond surface-level conversations by providing specific complex claims and emerging risks content targeted to insurers, claims executives, corporate counsel and litigators, and offer opportunities to discover innovative technologies and explore new solutions to current challenges, all while in an energetic atmosphere.

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