Incident or Claim? How Energy Healers Should Respond to Protect their Practice

Accidents happen. A client brings up an unexpected concern, is injured, or you hear that a complaint may be coming your way. Suddenly, your mind starts racing: What do I do? Who do I call? Am I even covered?

Could this incident escalate into a claim or lawsuit?

Even the most experienced and ethical practitioners can find themselves in this situation. It doesn’t necessarily mean you made a mistake or did a bad job—it just means that a client perceived something went wrong, and it needs to be addressed quickly.

At EMPA, we help energy healers navigate these moments with confidence.

This article will help you to respond calmly, guide you through the steps to take, and how EMPA is there for you during the process so you can focus on what matters: staying grounded and protecting your practice.

Incident vs. Claim: Why the Distinction Matters

An incident is when something happens during or related to your professional services that could lead to a claim but no formal demand or legal notice has been made. Incidents can sometimes be resolved early through respectful communication, staying within your scope, and documenting everything.

For example:

• A client expresses emotional distress after the session.
• A client has an allergic reaction, or is injured**
• A client or landlord notifies you of damage you caused to their property.**

**All incidents involving physical injury or property damage must be reported right away. Contact your professional association or insurance provider so that a claim can be filed. Make sure to have all pertinent information, an explanation of what happened, and the contact information for those involved.

If you are a member with EMPA, a claim needs to be filed if you receive a written notice—like a letter, email, attorney communication, or summons—stating that the client intends to seek compensation or take legal action.

When an Incident Happens

We understand that when a client expresses dissatisfaction or discomfort after a session, it can feel unsettling — even for the most experienced practitioners. These moments call for calm, clarity, and care.

The points below are designed to help you think through your options so you can address the situation professionally, maintain healthy boundaries, and protect your practice.

Pause and ground yourself.

Before replying to a concerned client, take a moment to breathe, center yourself, and shift into a calm, professional frame of mind. How you show up energetically and emotionally can set the tone for a more constructive exchange.

Gather your documentation.

Locate your signed client agreement and informed consent form, along with any session notes and aftercare instructions you provided. Reviewing these can refresh your memory on exactly what was discussed, agreed upon, and offered.

Acknowledge their experience.

Use caution in your language to avoid inadvertently admitting responsibility if the cause is in question. It’s helpful to use neutral, empathetic communication that acknowledges the client’s feelings while keeping the focus on understanding their concerns and discussing possible next steps.

Work with the client to come to an acceptable resolution.

• Ask the client what they want from you specifically. They may need reassurance or clarification about what happened in the session, but they may also feel they were harmed.
• Offer a brief time-limited conversation as a complimentary follow-up (15–20 minute) via phone, video, or in-person. This could be used to listen, answer questions, and offer supportive next steps that are appropriate for your practice.
• A refund for the cost of the session could be offered as a gesture of goodwill to the client, with the understanding that it is not an admission of any wrongdoing on the part of the practitioner.

Stay within your scope of practice.

If the client’s concerns appear to involve mental health, medical, or other needs outside your professional scope, it’s not only appropriate- but wise- to refer them to a qualified professional who can help. This protects both you and the client.

Set respectful communication boundaries.

If communication becomes frequent or extends beyond your normal practice boundaries, it’s reasonable to set clear, respectful limits while remaining professional. This might include:

• Proposing a scheduled time to discuss all concerns in one conversation
• Letting the client know you respond to messages within a set time frame (e.g., 1–2 business days) 
• Redirecting the client’s questions into one email or message thread to keep the exchange focused.
• Choose the method that best supports you in providing thoughtful responses without ongoing back-and-forth that can drain time and energy.

Keep a record of all interactions.

Maintain a dated log or file with copies of messages, emails, and notes from any phone calls. This ensures you have an accurate record in the event the situation escalates to a formal claim.

Reflect on how you communicate during sessions.

Consider whether your language during a session might create unintended expectations or stories in a client’s mind. Without changing your unique way of practicing, you may wish to be mindful of language that could be construed as diagnosing, prescribing, or making specific promises about outcomes.

Contact EMPA promptly if needed.

If you are unsure, have questions or if you believe a situation may escalate into a claim, reach out to EMPA right away. We’re here to guide you through next steps and help you navigate the process.

Tip: It is important to report any situation that might result in a claim. The insurer likes to be aware ahead of time.

How to File a Claim: Step-by-Step

Once you’ve taken those initial actions, it’s time to take the next step: getting the claim into the right hands. Here’s how that works when you’re insured through EMPA:

Step 1: Call EMPA

Notify our office by phone or email. We’ll help you assess the situation and get you the necessary documentation for the insurance carrier. Don’t wait until things escalate—early notice makes all the difference.

Step 2: Provide Supporting Details

Have your certificate of insurance, client agreement and intake forms, notes, emails, or other relevant documentation ready. These help clarify what happened and ensure an accurate report is submitted.

Step 3: Let the Process Work

Once the claim is submitted, the insurance carrier will take the lead on follow-up and resolution. If additional details are needed, they’ll reach out. Meanwhile, EMPA is here to support you with clarity and calm throughout the process.

“Insurance is peace of mind for when the unexpected happens. You don’t have to navigate a claim on your own.” Read: Can You Really Be Sued for Something You Didn't Do?

Common Mistakes Energy Healers Make When Responding to a Claim

These are the less obvious, but just as costly, mistakes practitioners sometimes make:

1. Letting fear drive your next move.

It’s easy to spiral into worst-case thinking, but acting out of panic can lead to poor decisions—like oversharing with a client or rushing to change your paperwork after the fact. Ground yourself before taking any action.

2. Making assumptions about what the claim is really about.

You may be tempted to jump to conclusions or assign blame. But claims can arise from misunderstandings, misaligned expectations, or even emotional reactions. Keep your focus on facts and documentation.

3. Ignoring the emotional toll.

Even a minor complaint can shake your confidence. Give yourself permission to feel what comes up. Talk to a trusted peer, supervisor, or EMPA for guidance and support, while ensuring client privacy.

4. Overcorrecting your process without reflection.

A claim doesn’t always mean your entire practice model needs to change. Instead of reacting with broad changes, take time to review your documentation, informed consent process, and communication style with intention.

Want help knowing what puts practitioners most at risk?
Download our guide: The 3 Biggest Mistakes Energy Healers Make →

What’s Next: How EMPA Supports You During and After a Client Claim

It’s easy to believe you’ll never need to file a claim, and of course, we all hope it doesn’t come to that. Until something happens. And when it does, the last thing you want is to feel unprepared.

That’s why being covered before an issue arises is so important. It provides you with a plan, a support system, and a clear process to follow.

Even the most experienced practitioners make avoidable missteps when they’re caught off guard. That’s why we created The 3 Biggest Mistakes Energy Healers Make—a free guide to help you avoid the errors that often lead to claims in the first place. It’s one of the most practical tools we offer, whether you’re already insured or still exploring your options.

Having the right coverage means you don’t have to second-guess your next step. You know who to call, what to document, and how to protect your practice while maintaining your professionalism.

You might never face a claim…but if you do, you’ll be ready.

Disclaimer: This article is for educational purposes only and does not provide legal, financial, or medical advice. The examples are general, and coverage may vary by policy. Always refer to your insurance provider or policy language for specific details, as the policy terms take precedence. For legal concerns related to your practice, consult an attorney.