Balancing Empathy and Expertise: Navigating Client Emotions During the Claims Process

As professional liability practitioners, we know that, depending on the career pursued, it’s a near-certainty that a professional will be named in a claim at least once during their working life. However, few moments test the broker-client relationship more than a claim. For the client, a claim is not just a financial or legal matter or an inevitability of the risk associated with their profession; it strikes at the heart of their reputation, livelihood, and sense of professional and personal identity. Whether it’s a physician facing allegations of malpractice, a lawyer navigating an E&O dispute, or a business confronting accusations of negligence, client emotions tend to run high.

For brokers, navigating these moments requires more than technical knowledge. It demands empathy, clear communication, and the ability to guide clients through uncertainty without sacrificing professional boundaries. In this article, we’ll explore how brokers can balance their expertise with emotional intelligence to effectively support clients during one of the most stressful phases of the insurance process.

The Emotional Weight of Professional Liability Claims

Professional liability claims carry a unique emotional weight. Unlike a property claim, these situations often call a person’s competence or integrity into question. Clients may feel anger, fear, embarrassment, or anxiety about potential reputational damage, financial consequences, or regulatory action. Additionally, the insured may question the future implications of the claim, such as impact on premium or their ability to find coverage in the future. We know that the client purchased insurance for this exact reason, but the client may be left upset that they must call on their carrier, especially if they deem the claim meritless.

Left unaddressed, these emotions can escalate, leading to strained broker-client and carrier-insured relationships, miscommunications, and unrealistic expectations about the claims process.

Why Empathy Matters During the Claims Process

On any given day, brokers serve as both technical advisors and client advocates, but during a claim, they must also become emotional guides. Clients look to their broker not only for expertise but for reassurance. Striking the right balance for the broker means demonstrating empathy while remaining objective, helping clients process complex information that likely wasn’t covered in their professional training, providing realistic, fact-based guidance, and correcting misconceptions.

At the same time, it’s essential for brokers to recognize their professional boundaries. While being a source of support, brokers are not legal counsel nor mental health providers. Maintaining those distinctions protects both the client and the broker. As such, navigating emotions in understandably tense situations requires a proactive, thoughtful approach.

Practical Communication Strategies for Brokers

• Active Listening: Allow space for clients to vent concerns or frustrations without immediately shifting to solutions. Sometimes, clients need to be heard before they can process next steps.
• Empathetic Language: Acknowledge how difficult the situation is. Phrases like “I understand this is upsetting” or “You’ve worked hard to build your reputation. I know how stressful this is” can defuse tension while underscoring your ability to serve as their guide. You’ve been here before with other clients, but this may be their first go-round.
• Step-by-Step Guidance: Break down the process into manageable pieces to reduce overwhelm. Providing clients with a roadmap for what happens next builds confidence and reduces fear.
• Set Expectations Early: Be transparent about what to expect in terms of timelines, processes, and possible outcomes while remaining inside your ability, scope, and understanding. Uncertainty amplifies anxiety; clarity helps contain it. If you aren’t sure, refer the client to their claims team to prevent misinformation.
• Remain Calm and Composed: Even when emotions run high, brokers should model steadiness. Escalating emotions rarely leads to productive outcomes. These consequences might be clear to an established professional liability practitioner but won’t be obvious to someone without that background. Enlightening the insured about potential adverse outcomes to their actions, such as declining to settle a claim covered under a policy with a hammer clause, may prevent those outcomes altogether while also reminding them you are their advocate. Insureds are unlikely to change the course of the entire insurance industry with their objections and may benefit from being gently reminded of that.

Building Trust Through Clear Communication

Clear, consistent communication with your insureds builds trust throughout the claims process. Silence can create frustration and erode confidence in both your abilities as their broker and in the company entrusted to protect their reputation. As a broker, you can simplify complex policy language to help clients fully understand the coverage provided, any exclusions, their responsibilities as an insured, and any claims reporting requirements so they don’t jeopardize their coverage. Following up on verbal conversations you’ve had with your clients with written summaries will relieve them of the duty of remembering what was discussed during a high-stress time, prevent misunderstandings, and maintain your records. As needed, brokers should coordinate with carriers and claims teams to deliver unified messaging to their mutual insureds and avoid conflicting information but defer to the expertise of the carrier’s claims teams. You can and should manage expectations regarding concerns only for which potential outcomes are within your wheelhouse. Being upfront prevents future disappointment.

A professional liability claim is often one of the most stressful experiences a client can face during a potentially high-stakes career. Brokers who can balance empathy with expertise not only guide clients through technical complexities but also help them understand and prepare for what comes after the emotional strain. Doing so strengthens client relationships, fosters loyalty, and enhances the broker’s reputation as a trusted advisor. In an industry built on trust and service, mastering the emotional side of claims advocacy isn’t just a soft skill; it’s also a strategic advantage.

Meet the Author

Faith Karson

Custom Med Mal Insurance Creator, L&J Insurance Services, Inc.

Faith brings 4 years’ experience in the professional liability insurance industry to the team at L&J Insurance Services, Inc. L&J is a boutique independent insurance brokerage that has specialized in hard-to-place medical malpractice insurance for individual providers and small groups for over 40 years. Faith thrives on the challenge of finding tailored coverage solutions that protect L&J’s clients against potential exposure. She takes pride in working closely with healthcare providers throughout their careers, offering personalized support, and helping them navigate career transitions while ensuring their evolving insurance needs are continuously met. She values the trust her clients place in her and works diligently to earn it by providing clear, honest advice and responsive service. Committed to continuous learning, Faith stays current with industry trends and enjoys the dynamic nature of her role. Faith has a BA from NYU, is a Six Sigma Green Belt, and earned the Certificate in Medical Professional Liability from PLUS.