In an insurance defense model, it’s easy to think of the carrier as the client. They are, after all, the ones paying the bills. They set guidelines, dictate reporting requirements, and ultimately decide whether to settle or proceed to trial. But the reality is more nuanced. The insured—the business or individual being defended—is the true client.For the insured, a lawsuit isn’t just another case. It’s not one of 50 files sitting on a lawyer’s desk. It’s personal. It’s their business, their reputation, their livelihood on the line. Many insureds have never been sued before. They don’t understand the legal process, and they certainly don’t see their case as just another number.Yet, too often, defense lawyers treat them as such. They provide minimal communication, fail to truly advocate, and approach cases with a “this will just get mediated” attitude. That’s not advocacy. That’s not lawyering.Collins & Lacy President, CEO and chair of the firm's Retail & Hospitality Practice Group talks with two of his team leaders, attorneys Molly Flynn and Andy Smith.

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