CLM Voices: Getting to Know Jaclyn Chapman
See how Chapman manages the risks and attendant claims for Bloomin' Brands.
By Eric Gilkey
Bloomin’ Brands’ group of restaurants—which includes Outback Steakhouse, Carrabba’s Italian Grill, Bonefish Grill, and Fleming’s Prime Steakhouse & Wine Bar—has 94,000 team members and close to 1,500 restaurants. See how Chapman manages the risks and attendant claims as the company's corporate claims manager.
Born for Risk Management
Chapman grew up wanting to be an OB-GYN, even earning a degree in biology (concentration in pre-med) while also minoring in chemistry. Ultimately, she spent 20 years honing her claims and risk skills at Gallagher Bassett and Broadspire before making the leap over to the corporate client side nearly three years ago.
A Helpful Pre-Med Background
“Understanding the mechanics of a human body in slips, trips, falls, and being able to analyze the mechanism of foodborne illness gestation is absolutely tremendous in what I do.”
When it comes to managing risk, Chapman says it’s as simple as recognizing that your customers are the lifeblood of your organization. She says that when you have done something wrong, step up and resolve the claim, but when you have done nothing wrong, you should defend. She says having a strong focus on safety is critical to having a successful risk management program.
Trends Affecting Her Industry
“Now that the mid-term elections are over, I will be continuing to watch for legislation in key states that ultimately has the ability to impact both workers compensation and tort legislation.”
Art of Negotiation
Chapman says different claims teach you different things, but they all help you hone your negotiation skills. Having a knowledge of the jurisdiction, of who is sitting on the opposite side of the table, and doing a deep dive on the person pursuing the claim are monumentally important in understanding how the other side is going to approach negotiation.
What She Looks for In Litigation Partners
“Finding an attorney who has experience in the courtroom is tremendously valuable, as is one who understands your business, your approach to claims, and your risk tolerance.”