Many of our risk management video tips are surrounding the need for early reporting of claims and potential claims. A very important risk management tip. In this same vein, I want to talk about the angry client.
Many insureds have had this situation where a client unexpectedly shows up at the office, or calls you on the phone to express their displeasure about something you did or something that has happened.
Perhaps their case is taking too long. They haven’t heard from you in a few weeks, their phone call wasn’t returned, or they’re just not feeling the love from your office. Don’t just shrug this off as that’s just Joe being Joe, or they just want to blow off steam, or you convince yourself that nothing you did was wrong or incorrect and it’ll blow over.
Unfortunately, many insureds take this approach and find themselves embroiled in a legal malpractice suit down the road. As with any claim or potential claim, report the issue, let the carrier know about it and let them decide if it meets the definition of a claim or potential claim. And if you don’t report it, at least call the malpractice hotline that may be available to you from your carrier. Most insurance carriers do provide a hotline for this type of situation and you would be well advised to use it. It is part of the benefits program of being an insured.
Don’t be the cautionary tale of an unhappy client.