Due to the nature of the event, identified concerns, and loss of life, the Claims Manager immediately outreached to the carrier. During the course of initial conversations, the Claims Manager identified the need to escalate this throughout the claims department as the Adjuster was going to establish a notice only and not complete an investigation.
The Carrier’s Complex Claims Unit began participation in the pre-litigation management process driven by the Claims Manager. Defense Counsel and a Public Relations firm were assigned to support the community leadership that was overwhelmed at the on-set of this emotional event. Communication support was provided so leadership could communicate with staff, family members, media and the community. Staff counseling was also arranged. A collaborative relationship was formed as the Claims Manager participated with the owner, administrator, defense counsel, regulatory counsel and adjuster to ensure all parties operated in sync so as not to have any one party negatively impact the efforts of the other. For example, the Public Relations firm didn’t say anything that could be used against the community, etc.
The Claims Manager quarterbacked multiple conversations between these parties and also involved the Senior Living Nurse Risk Manager and the Producer.