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33 Brief 66 (2003-2004)
Understanding and Meeting Client Expectations

handle is hein.journals/tbrief33 and id is 280 raw text is: PRACTICE TIPS Meeting Client Expectations Understanding and Meeting Client Expectations By Dan Meyer his article focuses on the relationship between the insurer and the attorney, particularly from the perspective of what attorneys can do to better serve their clients and thus develop lasting relationships with clients. It is drawn from my 10 years of experience as a defense attorney who devel- oped and fostered ongoing relationships with several insurers and self-insured clients, as well as my more recent four years of experience as head of the claims department for a transportation insurer. Examples from the trucking industry are used below to illus- trate some of the ongoing issues among attorneys, claims handlers, and representatives of insureds. Know Your Audience When preparing to speak to a group or writing an article, we have all been told that we need to know our audience. You would not want to try a case to a jury without the opportunity to participate in voir dire. The same is true for the defense counsel when an insurance carrier assigns an attorney the defense of its insured. You cannot meet your clients' expecta- tions if you do not understand their perspective and know their expectations and the reasons behind them. Knowing these last two items is more than half the battle. While this may seem basic, many attorneys fail to see the forest for the trees when dealing with insurers and insureds. The tripartite relationship between insurer, attor- ney, and insured provides special challenges to the defense attorney to understand both the needs and expectations of the insurer and the insured. While the insured is actually the attorney's client, to whom the attorney owes his or her primary duties, the insurer represents a potential source of continued business and has a significant financial interest in the outcome. While the tripartite relationship can THE BRIEF a SUMMER 2004 66! - - - - - --- -21% - -- --- - ---r- - -- -- - --- I6