Appleton filed an insurance claim against the pickup driver and his employer. Their liability policy was with National Union Fire Insurance Company, administered by AIG Claims, Inc. In August 2016, Appleton’s attorney sent AIG a formal demand package, seeking $18 million for medical costs, future care, and pain and suffering. AIG responded by hiring defense counsel and medical experts, but the two sides failed to reach an agreement despite three mediations between March 2017 and December 2018. AIG’s offers increased from $750,000 to $3.25 million, while Appleton’s demands dropped only slightly.