Featured Guest
G. Jeffrey Vernis

Jeff’s areas of practice are insurance defense, commercial litigation and employment related practices (including trial and appellate practice). His...

Your Host
John Czuba

John Czuba has 28 years experience in the publishing industry. Since 1994 he has worked for the AM Best,...

Episode Notes

Attorney Jeff Vernis from the law firm Vernis & Bowling in Florida discusses reasons that claims that become unmanageable and what Claims Professionals can do to gain control.

Special thanks to our sponsor, AM Best CompanyBest’s Recommended Insurance Attorneys & Adjusters, including Expert Service Providers.


The Insurance Law Podcast
Managing the Difficult Claim


Intro: This is the Insurance Law Podcast, brought to you by Best’s Recommended Insurance Attorneys.

John Czuba: Welcome to the Insurance Law Podcast, the broadcast about timely and important legal issues affecting the insurance industry. I am John Czuba, Managing Editor of Best’s Recommended Insurance Attorneys.

We’re pleased to have with us today attorney Jeff Vernis. Jeff is the managing partner of Vernis & Bowling and is located in the firm’s North Palm Beach, Florida office. Jeff specializes in civil trial and appellate practice and is board certified in civil trial law by the Florida Bar Board of Specialization.

Jeff’s areas of practice are insurance defense, commercial litigation, and employment related practices, including trial and appellate practice. Jeff is a member of the Defense Research Institute, the National Restaurant Association, and the Council for Litigation Management. Jeff also is a charter/founding member of the National Retail and Restaurant Defense Association, and currently serves as its General Counsel.

Jeff is also actively involved in community organizations. He serves as President of the Board of Director of Jeff Industries, Inc., which offers unique and innovative programs, education, and training for troubled children and the mentally ill in Palm Beach County.

And Jeff, we’re very pleased to have you with us today.

  1. Jeffrey Vernis: Thank you very much. I’m happy to be here this morning.

John Czuba: Today’s topic of discussion is managing the difficult claim. And Jeff, to start out, what is a difficult or an unmanageable claim?

  1. Jeffrey Vernis: Well have you ever had one of those claims where you can’t control it? You feel like you’re just along for the ride, kind of like you’re on a roller coaster. For example, what do you do if the money that your client is offering is just not being accepted, even though it may be a reasonable amount of money?

Some claims start that way. Some claims end up going into that direction. An unmanageable claim is just one that won’t go away. It takes a different path, it’s exceedingly expensive, and your typical plan that you have on most of your claims just isn’t working.

John Czuba: So Jeff, what are some of the reasons why a claim becomes unmanageable?

  1. Jeffrey Vernis: Well, some of those claims, like I said before, start that way and some get that way through litigation. For example, multiple party take claims where you’re just one of multiple parties in the case, where you just can’t control the entire litigation.

Or, for example, if the plaintiff’s demand is just unreasonably too high and you just can’t get them into the range of reasonableness or the plaintiff will not settle with you in a multi-party case, even though you may not have much responsibility or liability. So you’re kind of along for the ride, while the other parties are still litigating.

Or sometimes if you’re being sued and you’re not the one that’s at fault but you may have the most insurance coverage. And we all have had that circumstance where we may be either not negligent at all or have the least amount of exposure and we’re the focus of the litigation because we have the largest insurance policy.

John Czuba: So, it sounds like some of these claims can get really expensive, Jeff?

  1. Jeffrey Vernis: Yes, they can get very expensive. So taking control of these claims from the beginning and continuing on through the litigation is just so important.

John Czuba: So what can someone do to get control of the claim and make it somewhat more manageable?

  1. Jeffrey Vernis: Well, there’s certainly a couple of ways that really come to mind that I have used that I think helps. Number one is assigned experienced counsel. You have to select the right counsel that has the experience in handling large exposure or these unmanageable claims. Look for their reputation. Look for their experience.

Some other strategies are have a plan, but don’t expect everyone to follow your plan, but at least put together a plan. And that plan could also include things like more frequent reporting, requiring a counsel to report to the claims professionals, to keep them more involved and to feel like they have more control.

Schedule bi-monthly conference calls to have discussions. I mean people love emails, but have verbal discussions back and forth so you can talk about issues. You can talk about where we’re going, talk about plans.

One of the things that I also recommend is get the supervisors involved in those conference calls, because the supervisors are going to be asking the claims handlers, hey, what’s going on in this case? But it’s also good to have those supervisors on some of those calls so they can ask those questions directly, and they can get answers from their counsel and discuss where the plan should go.


Also, some things like required discussion for expenses, for example, over $500 or $1,000, which means every time the counsel has to expend expenses hiring experts or doing certain things they have to get authority for doing that. That gets the claims professional and claims handlers well more involved in the claim, because then they are actively involved in it.

So some of the things you want to continue to do, discuss strategies as often as you can. Understand that those strategies may change.

You can use docket management, like management conferences, like case management conferences can be used. And that gets the courts involved to help cases get moving and keep moving, as opposed to just becoming stagnant or just going off in directions that you just don’t expect.

John Czuba: Jeff, what can the claims professional do to help manage the unmanageable claim?

  1. Jeffrey Vernis: Teamwork is a key part of working and handling these unmanageable claims. So working together with your entire team, which includes your team in your company, but also including your counsel, because we’re all part of the same team.

So if we all work together there’s always ideas that other claims professionals can have based on their experiences with other claims and perhaps with this particular insured or this particular client that will help move or create the best plan that works.

A couple of other things is patience. You have to understand that these types of cases don’t always go the way you expect.

You don’t always have control over the other attorney in the case or the other attorneys in the case, the claimant, or the claimant’s counsel, or the judge, sometimes you don’t always have control over that. So you have to have some patience.

Listen to your counsel. I mean you hired them for that reason. Listen to them, but work with them as part of a team. Ask questions about how is the best way to keep this claim moving, how is the best way to take this claim to resolution.

And encourage team calls and what I mean by team calls is kind of what I mentioned earlier, conference calls that include your entire team. Everyone involved in the planning and the movement of this particular claim, get them on conference calls, perhaps every other month, just to keep everybody advised and work together so that the claims professional can take control over those calls to make sure that they happen.

And also, keep the matter on diary so you can stay informed and you know what’s going on in the claim, because you become more fearful and you feel less control if you don’t know what’s going on. So stay involved. Keep the diary up so you can keep more informed as to what’s going on in the claim.

John Czuba: So Jeff, final takeaway for our audience, what’s the most important thing to do when handling one of these claims?

  1. Jeffrey Vernis: One of the most important things, at least in my mind, is communication and working together. So working together to keep communication open between counsel, claims professional, and those within your company, so everyone is aware of the plan.

And we utilize patience because not everyone’s going to follow your plan, but at least putting together a plan together, to working together, at least to me, is probably the most important thing in managing these unmanageable claims.

John Czuba: Jeff, thanks so much for joining us today.

  1. Jeffrey Vernis: It is my pleasure. Thank you.

John Czuba: That was Jeff Vernis, Managing Partner of Vernis & Bowling in Florida. And special thanks to today’s producer Frank Vowinkel.

Thank you all for joining us for The Insurance Law Podcast. To subscribe to this audio program, go to our web page, www.ambest.com/claimsresource. If you have any suggestions for a future topic regarding an insurance law case or issue, please email us at [email protected]

I am John Czuba, and now this message.


Outro: Best Insurance Professionals and Claims Resource is the top website for locating qualified professionals and need to know insurance information for the claims market, brought to you by A.M. Best, the world leader in insurance industry information. Visit ambest.com/claimsresource.


Brought to You by

Notify me when there’s a new episode!

Episode Details
Published: May 23, 2019
Podcast: The Insurance Law Podcast
Category: Business Law
The Insurance Law Podcast
The Insurance Law Podcast

The Insurance Law Podcast features discussions with leading insurance attorneys about timely industry issues.

Listen & Subscribe
Recent Episodes
The Internet is Forever: Social Media’s Role in Claims Litigation

Attorneys address process of obtaining social media evidence and common challenges with social media productions received from opposing parties.

The Approaching Wave of Autonomous Vehicles Drives New Risks to Insurers

Attorneys address cost and risks associated with the age of autonomous vehicles.

Managing the Difficult Claim

Attorney addresses the impact and cost of difficult claims and important protocol for Claims Professionals.

The Growth of Class Action Lawsuits Involving Data Breaches

Attorney address the growth and impact of data breach class action lawsuits.

Water Claims Could Become the New Arson

Attorney discusses staged water losses and high insurance payouts for insurers perpetrating insurance fraud.

Home Modification and Impact on Claims

Dan Thompson of DeeGee Rehabilitation Technologies addresses the cost issues, claims impact and future of Home Modifications.