"ILL (Claims) COMMUNICATION": Leslie Sapienza on Trust, Transparency & the Claims Communications Conundrum

"Silence is the worst. Silence is a trust killer." Hey friends.If you've been listening this season, you've probably noticed a theme.We've talked with Michael Balarezo and Arvind Sontha about restoring trust through technology. Heather Blevins reminded us that claims is the promise. Bryan Falchuk challenged us to rethink how we use AI without losing our humanity. Curtis Goldsborough showed us what trusting across claims and underwriting silos could look like.This conversation ties a bow around all of it.Leslie Sapienza has spent her career helping some of the largest organizations in insurance rethink how they communicate with customers. And after this conversation, you'll probably never look at a claims letter, text message, or status update the same way again.We talk about why silence is often more damaging than bad news, why policyholders don't need perfection as much as they need clarity, and why communication has earned a seat at the executive table instead of being treated like a "soft skill."We also dig into the role AI should play in claims, the difference between informing someone and reassuring them, and why every interaction either builds trust... or quietly chips away at it.Whether you're an adjuster, a claims leader, or anyone who has ever wondered why one claim leaves a customer singing your praises while another ends with an angry LinkedIn post, this episode is worth your time.Learn all about Leslie here: https://www.linkedin.com/company/lks-strategies