communication before potential lawsuit

[cocoroofer]

Jurisdiction

Texas

We received an email from a customer about a medical problem they feel they sustained due to negligence on our part.No one is seriously hurt but the email suggests they might file a lawsuit. We want to respond to the email just to give sympathy for their medical issue and acknowledge receipt of the email, without implying any liability or get trapped into any liability. Do you have advice on how to communicate with the customer in a way that protects us in case of a lawsuit?

 

[adjusterjack]

Don't respond to the email at all.

You have no clue as to how to handle something like that without putting your foot in the bear trap.

Call your liability insurance company's toll free claims department phone number and report the incident and email right now and let the experts handle it.

That's what you pay insurance premiums for - expert representation when things like this happen.

 

[ElleMD]

Ditto, if you have in house counsel or counsel on retainer, share it with them. They can also guide you on a response on behalf of the company.