Insurance Under the Microscope:
Claims, Controversy and Crisis Response

Insurance claims no longer stay confined to the claim file. A single denial letter, inspection photo, or emotional customer post can rapidly evolve into a reputational crisis amplified by social media, news outlets, and advocacy groups. Examine how claims disputes become public narratives and what you can do to respond ethically and strategically. Using real-world examples including Hurricane Katrina and the Allstate/Sandy Traina dispute, participants will explore crisis management coverage, reputational risk, communication guardrails, and practical self-protection strategies for agencies, adjusters, brokers, and carriers. Leave with actionable tools for handling emotionally charged claims in an increasingly public environment.