There is no magic answer. You may have a provision in your TOS, however, if that provision is not in compliance with your state or local laws, it may be ineffective. Always remember that anyone can sue for anything and may be able to set a precedent that may seem contrary to existing laws that may seem to limit your liability.

That said, I'm sure many of the claims that are made are probably inflated. I'm sure people think that making threats will speed up any resolution.

Edit: I neglected to mention that the type of entity your company is may play a big part where personal liability is concerned.