Compassionate Leadership Driving Claims Excellence

Protecting those who care for others has always been the heart of Physicians Insurance A Mutual Company. Behind every policy and every claim stands a commitment to guide healthcare professionals through their most challenging moments with expertise and empathy. For Kari Adams, Senior Vice President of Claims, that mission defines not just the company’s purpose, but also her own journey of nearly three decades in professional liability.

Adams’s journey illustrates how personal conviction and organizational purpose can align to create lasting impact in the professional liability space. She began her career in personal lines at Liberty Mutual before exploring the broader property and casualty field. Her curiosity for intricate problem-solving and her fascination with the intersection of law and medicine soon drew her toward professional liability. After honing her skills in property and casualty at Industrial Indemnity, she transitioned to another national carrier’s medical professional liability (MPL) division.

In this role, working closely with physicians and legal experts helped Adams see claims not just as a technical process, but as a human-centered discipline requiring both analysis and empathy. When that carrier’s book of business was acquired by Physicians Insurance in the mid-1990s, Adams returned to her hometown of Seattle for the transition, marking the beginning of what has now been almost three decades of tenure at the mutual company.

That sense of purpose has become a cornerstone of the Physicians Insurance culture. The organization’s claims team is guided by a shared belief that success depends on pairing rigorous investigation with understanding, strategic creativity, and advanced claims practices. As Adams notes, “Our responsibility is to stand with physicians in their greatest crises, serving not as distant administrators but as empathetic partners.”

Redefining Claims Management

At Physicians Insurance, Adams oversees the strategy and operations of the claims department, guiding processes from intake to resolution. She collaborates closely with the underwriting, risk management, actuarial, and legal teams to ensure that every claim is managed with diligence, fairness, and fiscal responsibility. Her leadership philosophy centers on delivering expert, evidence-based claims management and recognizing the profound human dimension behind every case. Adams views each claim as a moment of crisis for both the medical professional and the patient, requiring skill and clear communication to achieve resolution.

Our responsibility is to stand with physicians in their greatest crises, serving not as distant administrators but as empathetic partners.

This philosophy shapes how the broader organization approaches claims as well. Physicians Insurance continues to challenge misconceptions about claims professionals, emphasizing that empathy and curiosity are at the heart of the work. This approach reinforces that resolving claims is not only about outcomes, but also about supporting patients and physicians ethically and compassionately.

Under leaders like Adams, Physicians Insurance has remained at the forefront of innovation by integrating claims activity with risk management. Its investment in data modernization has also transformed its ability to manage claims strategically and monitor trends that the risk management team sees developing. The company uses decades of its data to spot patterns in plaintiff attorney strategy, settlement trends, and trial behavior.

Additionally, according to Adams, “Our caseload per adjuster is substantially below the industry average, ensuring an exceptional focus on each claim. We are quick to adopt new strategies using out-of-the-box thinking to obtain the best results possible.”

These insights allow teams to make informed choices, allocate resources efficiently, and negotiate with confidence. A modernization initiative now underway will strengthen the company’s approach and pave the way for more advanced predictive analytics to further integrate data across teams.

Adapting to Modern Realities

Over the years, Adams has witnessed significant shifts in healthcare litigation, including the consolidation of physician practices, the rise of social inflation, and the emergence of litigation funding. These developments have heightened the need for strategic communication, collaboration, and investment in strong defense counsel. Physicians Insurance has responded by allocating resources where they matter most, ensuring that its members are supported by experienced attorneys and specialists capable of navigating today’s complex legal landscape.

The company’s commitment to continuous learning and innovation keeps its claims professionals informed and prepared to respond to a fast-changing environment. “This is a profession built on helping people at their most vulnerable moments,” Adams says. “At Physicians Insurance, we’ve built our identity around phenomenal service by combining robust defense support with the discipline of sound risk management and genuine care.”

For Adams, claims management remains a profession rooted in purpose. Each case represents an opportunity to help people navigate some of the most challenging moments of their professional lives. Through her leadership, Physicians Insurance continues to uphold its mission of protecting, defending, and supporting healthcare providers, ensuring that compassion and expertise remain at the center of every claim.