Between the Lines: October 2012

Albert Luther, vice president of claim audit & litigation management at CNA, is one of four CLM Fellows who answered the question, "How is your company using social media?"

By Bevrlee J. Lips

“How is your company using social media?”

“During Hurricane Isaac, we activated our website, Facebook, and Twitter to inform our agents and customers about the claims services we were ready to provide. We view social media as another tool to deliver superior customer service.”

-Albert Luther, Vice President, Claim Audit & Litigation Management, CNA. CLM member since 2012.

“Social media provides us with a powerful platform to raise brand awareness through educating the public on claims and other risk issues and to communicate with our agents and insureds—especially when they need us the most.”

-Preston McGowan, Vice President of Litigation Management, Chubb. CLM member since 2010.

“It’s effective for adjuster recruitment and product announcements. We have ongoing communication with carriers and adjusters, which has resulted in website traffic increases and generated more interest in the company.” 

-Jennifer Peranteau, Vice President of Marketing, Wardlaw Claims Service. CLM member since 2012.

“We’re still building up our social media presence, but it helps us to connect with our customers and stakeholders and talk about our company’s products, history, and values in ways that weren’t possible just a few years ago.”

-Craig S. Arneson, Vice President of Operations, Ullico Casualty Company


400 Million

The number of tweets sent per
day by 140+ million active users.
Source: Twitter


The percentage of Fortune 500 companies on LinkedIn.

Source: LinkedIn


The percentage of Fortune 100 companies using LinkedIn corporate hiring solutions.

Source: LinkedIn


The percentage of social media users that say a brand’s Facebook page is more useful than its website.

Source: Lab42


The percentage of P&C insurers that have no official social media policy in place.

Source: Novarica

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

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