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"How Does Your Company View Social Media?"

Catlin Insurance's Laila Santana is one of four CLM fellows and members who answered this month's question.

June 26, 2013 Photo

“It can help build an organization’s brand externally and is a great internal networking tool. We have social media networks for various groups to pose questions, share knowledge, and recognize achievements. In management of claims, the information gathered from social media sites can play an important role in preventing fraud.”

1. JoAnn Goff, Executive Vice President, Gallagher Bassett Services Inc. CLM Fellow since 2012.


“Social media has certainly become pervasive within the B2C market, and it is only a matter of time before it becomes a widely accepted form of communication in the B2B world, particularly in the insurance claims industry.”

2. James R. Swayze, CEO, Symbility Solutions.


“Social media provides new and exciting communication channels for companies and individuals alike. However, it also raises new risks, ranging from the rapid spread of inaccurate information to privacy rights issues for employees. I suspect that we will see some interesting liability and claims issues emerging for the foreseeable future.”

3. Laila Santana, Director, Professional Construction Claims, Catlin Insurance. CLM Fellow since 2009.


“Social media postings by claimants are increasingly being used by the defense to significantly reduce case values. Claims professionals also must be cognizant of what defendants post, as it could adversely affect the settlement and verdict value of a case.”

4. Jim Foster, Partner, Cassiday Schade LLP. CLM Member since 2009.


1.1 Billion

Number of monthly active Facebook users.
Source: Facebook



Percent jump in active Twitter users, making it the fastest growing social network in 2012.

Source: GlobalWebIndex


1 in 5

Number of global customers who use social media to obtain a service response.

Source: American Express



Percent of insurance agents and financial advisors who use social media to engage customers.

Source: 2012 FTI Consulting Survey



The hours of video uploaded to YouTube every minute.

Source: YouTube

About The Authors
Bevrlee J. Lips

Bevrlee J. Lips was managing editor of Claims Management magazine (now CLM Magazine) from January 2012 until March 2017.  blips@claimsadvisor.com

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