This podcast style discussion will use social science, research, and personal stories to illustrate why empathy matters in claims and litigation. The panel will first address the commonly-understood definition of empathy, four types of empathy defined by psychologists, and which type empathy is likely to be best suited in the claims adjustment process. The panelists will provide insights from industry perspectives (expert/consultant, legal, and carrier) on using empathy to create collaborative cultures, retain customers and employees, address difficult personalities in the claim-adjustment process (including narcissism), and prevail in disputed matters. They will also highlight the importance of leveraging empathy amid the industry’s move to more automated processes (including artificial intelligence), provide tips for personalizing the insurance company to facilitate claim settlements, and discuss the importance of creating positive experiences in difficult industries.