The file you build today is the file that will be reviewed, challenged, and possibly litigated tomorrow.
Claims handling has changed. Catastrophe frequency is rising. Policyholders are more informed. Multi-party involvement is increasingly common, and litigation awareness must begin from the first notice of loss.
In Lead the Claim, award-winning author Dr. Karissa Thomas provides a practical, field-driven guide for adjusters, desk examiners, claims supervisors, managers, and catastrophe professionals who want to operate at a higher standard in today's claims environment.
Technical competence alone is no longer enough. Modern adjusters must be able to build defensible files, document decisions clearly, communicate effectively under pressure, and maintain consistency throughout the life of a claim.
Inside this book, you will learn how to:
• Build clear, organized, and defensible claim files
• Document findings that support your decisions under review
• Improve communication during high-pressure claim situations
• Navigate catastrophe, coverage dispute, and complex loss claims
• Reduce escalation through structured communication and expectation setting
• Strengthen professional judgment and decision-making consistency
• Manage claims in environments where scrutiny and litigation risk are increasing
Unlike traditional claims books that focus primarily on estimating damage or claim procedures, Lead the Claim focuses on the factors that determine whether a claim file withstands scrutiny: documentation clarity, communication discipline, professional judgment, and leadership throughout the claim process.
Whether you are an independent adjuster, staff adjuster, desk examiner, supervisor, manager, or catastrophe professional, this book provides practical strategies that can be applied immediately.
The standard for claims handling has changed.
The question is no longer whether your files will be reviewed.
The question is whether they are ready.
