Listening and Empathy: Lessons from Annie Barbour for Claims Handlers

Annie Barbour’s perspective, shared in a recent interview on the Claim Game podcast, provides guidance for anyone involved in the insurance claims process, especially those tasked with helping policyholders who have suffered catastrophic losses. Drawing on her own experience as a wildfire survivor and her advocacy within recovery communities, Annie highlighted that claims handlers often have the best of intentions, but their effectiveness is deeply influenced by how well they actually listen to the people they are helping. She stressed that the initial phase of claims handling should focus less on paperwork and more on validating the claimant’s emotions and experiences.

Annie explained that when victims of disaster are met with empathy and patience, not only does it build much-needed trust, but it also creates space for healing. According to her, listening well means suspending judgment and refraining from immediately trying to fix problems. Instead, it requires letting survivors tell their stories, fully, so they feel genuinely heard rather than rushed through a checklist or process.

Annie also called attention to the fact that insurance professionals can unintentionally undermine recovery by focusing too quickly on solutions or instructions, rather than honoring the lived trauma of policyholders. She encouraged claims handlers and adjusters to be present, listen closely, and not rush any major decisions, reminding everyone involved that there’s often more time than it seems to make critical choices following a loss. Her advocacy work and leadership demonstrate that active, nonjudgmental listening is not simply an act of kindness; it is a practical tool for restoring policyholders’ sense of control and clarity.

By responding openly to survivors’ hardships, claims handlers can foster community support and allow those impacted by disaster to regain confidence. The larger message for everyone in the claims industry, and for anyone wishing to help catastrophe survivors, is that patience and genuine engagement are indispensable. Listening is the foundation for understanding and assisting those facing the long road to recovery after catastrophic loss.

I suggest curious listening, which validates whatever emotions the victim is suffering. Being a cheerleader with too much encouragement is not needed. Listening to and affirming the victim’s feelings are paramount. Listening, validation, and only after that bond is developed, should simple professional advice be provided.

I would also suggest that all claims professionals involved in catastrophic claims read my previous blog on this topic, Every Claims Professional Must Read Putnam Now: Emotional Recovery After Wildfire Loss.

For those interested in the full Claim Game podcast with Annie Barbour, here is the link.

Thought For The Day

“Don’t rush into things, especially major decisions. You have plenty of time.”
—Annie Barbour