Explore every episode of the podcast The Art of Adjusting® Podcast
Dive into the complete episode list for The Art of Adjusting® Podcast. Each episode is cataloged with detailed descriptions, making it easy to find and explore specific topics. Keep track of all episodes from your favorite podcast and never miss a moment of insightful content.
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Episode 107: Negotiation Lessons From 10,000 Insurance Claims
Negotiation gets blamed for a lot of bad claims outcomes, but the real culprit is usually something simpler: weak investigation and unclear documentation. We sit down to share negotiation lessons we’ve learned across thousands of insurance claims and why “because I said so” collapses the moment a claimant, attorney, contractor, or public adjuster pushes back.
We walk through the signals that tell us when it’s time to negotiate, when it’s too early, and when the other side is quietly preparing for litigation. From liability and bodily injury to property claims, we explain how we build a settlement range, why jurisdiction changes everything, and how internal settlement history can be more useful than generic verdict tools. We also talk about unrealistic demands, the confusion around “lowball” offers, and what we document so our position is supported by facts instead of emotion.
On the property side, we get practical about scope disputes and estimating: why walking a roof together can save months, how to handle large estimate gaps in Xactimate line by line, and where code upgrades, debris removal, and depreciation create friction. We also make a key point for carrier adjusters: pay what you know you owe when you know you owe it, and don’t withhold undisputed money to force agreement. Finally, we share how to help newer adjusters grow through mentorship, smarter handoffs, and better feedback from litigation units so the whole claims department learns.
If you found this helpful, subscribe, share it with an adjuster friend, and leave a five-star review so more claims pros can find the show. What negotiation habit has saved you the most time on tough files?
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode 106 - The Next Generation of Investigation
Evidence used to be a handful of photos and a recorded statement. Now it can be a doorbell clip, a dash cam angle, a neighborhood app thread, body camera footage, satellite history, and a metadata trail that tells you exactly when that “proof” was created. We dig into what that shift means for real-world liability investigations and why the best adjusters stay curious, skeptical, and organized even when the tools get smarter.
We talk through practical ways insurance adjusters are using AI in claims adjusting without handing over the steering wheel. That includes improving report structure and storytelling, building automation to handle repetitive admin tasks, and keeping an eye on privacy so sensitive claim documents stay protected. We also get into why clear file notes and plain language matter more than ever when your audience might be a desk adjuster, a supervisor, an attorney, or a jury.
Then we go boots-on-the-ground: scene locus photos, fast documentation before conditions change, and when drones actually help versus when they can create a false sense of certainty. We cover FAA licensing basics, airspace realities, and why drone liability and hull coverage should be on your radar if you’re flying for commercial work. Finally, we confront the uncomfortable new problem of deepfakes and altered evidence, along with practical steps to validate authenticity when a case hinges on photos or video.
If you got value from this, subscribe, share it with an adjuster friend, and leave a review so more claims pros can find the show. What piece of tech has improved your investigations most, and what’s made them worse?
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #105 - Can Claims Ever Be Truly Objective?
Adjusters are expected to be objective, but is true objectivity even possible when every claim requires judgment?
In this episode of The Art of Adjusting® Podcast, Bill and Chantal explore how confirmation bias, anchoring, and preconceived notions can influence claim investigations. They discuss the importance of distinguishing facts from inferences and opinions, challenging initial assumptions, and evaluating favorable and unfavorable evidence by the same standard.
From police reports and witness statements to prior adjuster notes, even seemingly reliable information can influence how a claim is investigated.
Can adjusters ever eliminate bias entirely? Perhaps not. But recognizing it, questioning assumptions, and remaining open to contradictory evidence can lead to fairer, more thorough investigations.
The takeaway: A good investigation isn't about proving your initial theory right. It's about being willing to prove yourself wrong. After listening, you'll have practical ways to recognize your own biases, challenge the assumptions buried in your claim files, and make sure the evidence drives your conclusions—not the other way around.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode # 104 - Your Claim Notes Aren't Good Enough
Are your claim notes actually documenting the claim—or are they just repeating information that already exists somewhere else in the file?
In this episode of The Art of Adjusting®, Chantal Roberts looks at what makes a claim note useful and why simply copying and pasting an email into the notes may not be enough.
A good claim file should allow someone to reconstruct what happened, but that includes more than communications and activity. Your notes should also document what the information means to the claim, what you intend to do next, and, when appropriate, the reasoning behind your handling decisions.
Chantal also discusses the alphabet soup of claims abbreviations and why shorthand that makes perfect sense to an adjuster today may not be nearly as clear to a Department of Insurance examiner, attorney, insured, or someone else reviewing the file years later.
The goal isn’t to write a novel every time you touch a claim. It’s to leave a clear record of what happened, what you understood, and what comes next.
Because someday, the person reading your notes may not be you.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #103 - The Economics of Independent Adjusting
Independent adjusters are part of the claims process—but what exactly are carriers buying when they hire one?
Bill Auten takes a practical look at the independent adjusting business, from property adjusters working on fee schedules to liability investigators billing by the hour. He explains how carriers use IAs to add temporary capacity, fill geographic gaps, preserve evidence, conduct field investigations, and free staff adjusters to focus on the work that most needs their expertise.
The episode also goes inside the economics of independent adjusting: fee splits, expenses, utilization, overhead, cash flow, and why neither the adjuster’s payment nor the carrier’s invoice tells you how profitable an assignment actually is.
Most importantly, Bill looks at independent adjusting as a claims management resource. The question isn’t simply whether your staff adjuster can do the work. Sometimes the better question is whether that work is the best use of the adjuster’s limited time.
Plus, Bill explains the difference between outsourcing claim responsibility and outsourcing the work needed to make good claim decisions.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #102 - The Million-Dollar File Starts Day One
One missing piece of evidence can turn a clear claim into a costly argument, and it usually happens fast. We break down the idea of the “million-dollar file” and why the most important decisions often get made on day one, long before depositions, experts, or mediation show up.
I walk through what strong evidence retention looks like in real investigations: identifying what actually matters, moving quickly to preserve it, and avoiding evidence spoliation claims that can damage credibility and limit defenses. We talk about practical realities too, like confirming who owns an item before you collect it, getting written permission when needed, and coordinating storage and access when multiple parties may need to inspect the same piece of equipment.
We also dig into the details that make evidence usable later. Chain of custody documentation is the quiet backbone of a defensible file, and digital evidence brings its own risks and opportunities. Photos and video can carry metadata like date, time, and GPS location, but that data can disappear when files get emailed, reformatted, or saved the wrong way. I also share when it makes sense to bring in forensic experts to recover metadata or evaluate whether images were altered.
Finally, we connect evidence preservation to coverage decisions, including situations where the make and model of a vehicle or equipment can affect policy exclusions. If the item is sold, destroyed, or mixed back into a rental fleet, the investigation gets harder and the stakes rise.
If you found this helpful, subscribe, share it with a colleague, and leave a review. What’s the one piece of evidence you’ve seen go missing that changed everything?
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
The quickest way a claim goes sideways is not a coverage dispute or a tough claimant. It’s one small word that sneaks into our thinking and hardens into “truth” before we’ve earned it: assume. We talk candidly about how assumptions show up in real insurance adjusting work and why they lead to extra work, bad decisions, and sometimes lawsuits when new facts surface later in discovery or deposition.
We get specific about where bias starts, especially in the first loss notice. Agents and insureds may write a convincing narrative using everyday words that don’t match policy definitions, and if we anchor on that version, we can miss the real cause of loss or the real liability issues. We walk through how to separate facts vs opinions vs assumptions, how confirmation bias traps even experienced adjusters, and why “right fighting” can quietly wreck your file.
From there we dig into practical investigation habits: using careful claim note language like alleged, reported, and confirmed; avoiding assumptions when you inherit a file; and checking what actually controls liability through contracts, ownership, leases, snow removal agreements, and additional insured language. We also hit a modern reality for liability claims and property claims: cameras are everywhere, so asking about video and canvassing nearby locations can change the outcome fast. You’ll leave with a clearer framework for making educated inferences under deadlines without pretending you have all the facts.
Subscribe, share this with an adjuster friend, and leave a review if the show helps you handle claims with more confidence and less bias.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode 100 lands with a twist: we’re finally recording together in person for the first time. After years of remote calls, we sit down with cake, swag, and a live “peanut gallery” to tell the origin story of how The Art of Adjusting Podcast grew from random conversations into a claims adjusting show that now reaches thousands of listeners.
We talk about how we actually met, starting with LinkedIn and a shared love of old-school noir, then moving to Clubhouse during COVID when live audio rooms felt like talk radio for insurance people. That experiment turns into the Daily Claims podcast, and when solo recording gets tough, we team up, split the work, and build something more sustainable. Along the way we share our real career paths into insurance claims, from corporate training with big insurance companies to construction-to-adjusting, plus what expert witness work is really like and why depositions can be maddening.
Then we get practical about the future of the insurance industry: AI in claims, automation, and the hidden training problem no one wants to admit. If AI handles the easy claims, where do new adjusters learn the craft before they’re handed complex files? We also come back to the most human skill in the job, whether you handle property, auto, workers’ comp, or liability claims: trust. Sometimes the best thing you can say is, “I don’t know, but I’ll find out and call you by 4,” and then you actually do it.
Subscribe, share this with an adjuster friend, and leave a five-star review so more people can find the show. What’s one change you want to see in claims over the next five years?
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #99: Are Multi-Line Adjusters Going Extinct?
Multi-line adjuster, generalist, all-lines, specialist, mono-line, GA, TPA, IA, carrier claims. We hear these labels all the time, but they don’t mean much until you map them to real work, real stress, and real career options.
Bill Auten and Chantal Roberts dig into whether multi-line adjusters are “still a thing” and why the answer depends on where you work. Big carriers often push specialization because training thousands of people across multiple lines is expensive and hard to control. Smaller carriers, mutual insurers, and independent adjusting firms still need people who can jump from property losses to liability investigations when volume spikes. We also clarify the terminology around “general adjuster” licensing and why job titles in claims can be misleading.
We get into the modern reality of claims technology and AI. AI can help you move faster, but it can also create serious privacy and compliance problems if protected personal information ends up in the wrong tool, and it never replaces licensed judgment. Then we talk about the human side: why both property and liability claims can be emotionally brutal, how switching claim types can sometimes help you reset, and how company culture can either give you autonomy or micromanage you into burnout.
You’ll also hear our knee-jerk “worst claim type” picks, a quick diminished value auto detour, and practical advice for new adjusters deciding between starting at a carrier, going independent, or finding a hybrid path through a third-party administrator. If you want a claims career that fits your personality and keeps your options open, this one is for you. Subscribe, share with an adjuster friend, and leave a five-star review if you want more real talk like this.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #98: How Insurance Adjusters Get The Full Story With Recorded Statements
People hear “recorded statement” and assume it’s a trap. We don’t see it that way, and if you work in claims adjusting, you shouldn’t either. Bill Auten (Auten Claims Management) and Chantal Roberts (CMR Consulting) lay out what a recorded statement is really for: a clear, professional record of what happened that helps you investigate the claim, preserve evidence, and make the right call on liability, coverage, and damages.
We get practical about preparation before you ever hit record: knowing your claim file, planning your roadmap without clinging to a script, and using photos or simple exhibits to lock in details. We also talk through how to set expectations with insureds, claimants, and witnesses so they understand why you’re recording, what “name, rank, and serial number” questions are for, and why “I don’t know” is a perfectly acceptable answer. You’ll hear tactics for managing real-world problems like background spouses chiming in, distractions, and the awkward pauses that happen when you’re typing notes live.
We also cover what changes when an attorney is present, how to keep the tone calm and factual, and what to do when someone refuses to provide key information. Along the way, we reinforce the core skills that keep statements clean: open-ended questions, timeline prompts like “what happened next,” avoiding leading questions, and staying unbiased even when people assume adjusters are trained to deny. We finish with one of the most useful close-out questions you can ask and how to set next steps so everyone knows what comes next in the claims process.
Subscribe for more real-world insurance adjuster training, share this with an adjuster friend, and leave a review if it helps you run better recorded statements.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #97: CMS Reporting And Medicare Liens For Liability Claims
A “quick” injury claim can turn into a compliance puzzle the moment Medicare or Medicaid enters the picture and if you miss it, the consequences can be expensive. We get practical about CMS, Medicare Secondary Payer rules, and what adjusters actually need to do on day one so a settlement does not blow up later.
We walk through the Big Five identifiers we ask claimants for, why people understandably get suspicious, and how to explain the request without sounding like a scammer or hiding behind acronyms. Then we translate the jargon: Section 111 reporting, conditional payments, Medicare liens, Medicaid liens, and what “Responsible Reporting Entity” really means when carriers use vendors and automated reporting behind the scenes.
From there, we talk settlement reality. Why you may need to wait for a conditional payment letter and a final demand, how the $750 small settlement provision fits in, and why these steps feel like a delay tactic to the average person even when you are trying to close fast. We also cover risk controls like paying first and disputing later, using hold harmless and indemnification language when attorneys push back, and protecting PII so your file stays clean.
If you work property, auto, GL, workers’ comp, or liability claims, this is the kind of “unseen” process that can make or break a smooth close. Subscribe, share with an adjuster friend, and leave a review with the toughest Medicare lien question you have right now.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Bad faith doesn’t usually arrive as one dramatic blow-up. It shows up as a slow drip of little things: the voicemail that never gets returned, the approval that sits in someone’s queue, the vague diary note that makes sense only to the person who wrote it, and the template letter that accidentally says more than it should.
We talk through the practical warning signs we see when a claim is headed toward escalation, complaint, or litigation. We dig into how understaffed claims departments force adjusters into triage, why vacation schedules and internal handoffs create gaps, and how stacked authority levels can turn a reasonable settlement into a trust-breaking delay. We also share communication habits that de-escalate fast: acknowledging frustration, picking up the phone, setting a realistic follow-up date, and explaining the “why” behind the timeline without overpromising.
Then we get tactical about defendable claim handling. We explain what strong claim notes look like (so another adjuster could take over tomorrow), why “sent letter and cut check” is a dangerous level of detail, and how automation and AI can help with organizing but cannot replace human judgment or protect you from privacy risks. We close with a common landmine: form letters and 30-day status templates that include inapplicable language, creating ammunition for a bad faith narrative.
Subscribe, share the show with another adjuster, and leave a review so more claims pros can find it.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #95: How Much Liability Are You Hosting This Weekend?
Memorial Day weekend has a way of turning “just one quick favor” into a full-blown claim file. We start with a simple scenario: you borrow a friend’s car to grab ice and something goes wrong. From there, we unpack permissive use, when auto insurance follows the car versus the person, and why household access to keys can quietly expand who counts as an insured under the policy definition.
Then we shift into uninsured motorist and underinsured motorist coverage, where your own carrier can end up acting like the at-fault carrier. That odd setup creates real claim-handling tension, and we talk through how adjusters can avoid treating their own insured like an opponent. We also cover the practical math of UIM limits, why state minimums can disappear fast after a serious injury, and how made whole rules and deductibles should shape subrogation expectations.
Finally, we hit the holiday exposures we see every year: delivery driving side hustles that trigger business-use exclusions on personal auto policies, Airbnb and Vrbo “other insurance” conflicts, fundraiser and lemonade stand liability questions under homeowners business pursuit language, and the messy world of boats, jet skis, ATVs, and alcohol. We bring it back to adjuster fundamentals: ask precise questions, verify use and ownership, confirm motor size and policy thresholds, and document the timeline.
If this helped you think differently about coverage traps, subscribe, share the show with an adjuster friend, and leave a review so more people can find it. What’s the most surprising coverage dispute you’ve seen from a holiday weekend?
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
A lawn mower throws a rock through a car window. A kid hops a fence to grab a baseball near a backyard pool. A trampoline turns one “fun afternoon” into a catastrophic injury demand. Summer liability claims love to masquerade as simple, and that’s exactly when adjusters get burned by policy language.
We dig into the fundamentals we rely on when analyzing homeowners liability and similar third-party claims: who qualifies as an insured, what “resident relative” really means, and how a live-in partner or a college-aged child can create instant coverage issues. Then we get practical with the definitions that decide outcomes, including bodily injury vs property damage, how to think about value and diminished value, and why “occurrence” is more specific than everyday speech. From there, we follow the real workflow: read the full policy, check the edition date, find the motor vehicle exclusions, and watch for exceptions and endorsements that give coverage back under tight conditions.
The backyard hazards are where it gets real. We unpack lawn mower liability and the “service the residence premises” trap, pool claims and attractive nuisance duties, wet-surface slip and falls, trampoline exclusions, and fire pits where intent vs harm can decide coverage. We also cover the money topics that can make or break a file: umbrella policy notice, keeping excess carriers in the loop, MedPay as a control tool, and how Medicare and Medicaid liens can block “quick payments” if you do not handle reporting correctly. We close with dog bite claim trends, including New York’s Flanders v Goodfellow shift and what it means for negligence arguments.
Subscribe to Art of Adjusting, share this with an adjuster who handles liability, and leave a review so more claims pros can find it. What summer claim has given you the biggest coverage surprise?
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode 93: Contractor Damage, Subrogation, And Smarter Claim Handling
Spring doesn’t just bring warmer weather, it brings a whole new wave of claims problems: roofers canvassing neighborhoods, frozen-pipe losses getting repaired, and construction crews breaking ground. We sit down and get specific about what adjusters and policyholders need to watch for when repairs start, because the repair work itself can create brand-new damage. When that happens, you may be looking at two separate dates of loss, a first-party property claim, and a third-party liability claim against the contractor, all at the same time.
We also dig into why “just file it with the contractor” is risky advice. We talk about the duty to open and investigate a claim once the carrier has notice, how subrogation should work in the real world, and why made whole rules can change who gets paid first when limits are tight. Then we tackle valuation and communication: actual cash value vs replacement cost, why market value is not rebuild cost, and how holdback depreciation and the 180-day notice of intent can trigger avoidable disputes if we don’t explain it clearly and follow up in writing.
From certificates of insurance and additional insured wording to workers’ comp verification and contractor liability exposures like New York Labor Law 240, we map out practical steps to reduce chaos during building season. If you handle property claims, liability claims, construction-related losses, or subrogation recovery, this conversation is built for you. Subscribe, share this with an adjuster friend, and leave a review so more claims pros can find it.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Spring storms don’t just damage property, they scramble the story of what happened. One day it’s hail. The next it’s wind-driven rain. Then a ceiling stain shows up weeks later and everyone argues whether it’s a new loss, wear and tear, or “damage creep.” We walk through how we actually sort these files out in the field, especially when the insured sees one big problem but the evidence points to multiple incidents, multiple deductibles, and a timeline that has to be proven with photos and attic inspection.
We dig into the roof-claim pressure points adjusters face right now: wear and tear vs direct physical loss, repairability, granule loss myths, and why cosmetic damage endorsements are becoming more common. We also talk matching statutes, discontinued materials, ITEL reports, and the real-world detail people miss: even if matching product exists somewhere, freight and sourcing can change the math and the fairness. Along the way, we share what we’re seeing in expert witness work, including how poor documentation and unclear communication can turn a normal property claim into a complaint or lawsuit.
Then we get into policy mechanics that spike confusion during hurricane season and heavy rain events: concurrent causation, anti-concurrent causation states, and the practical need for wind and flood adjusters to coordinate so the insured isn’t left in the middle with an uninsured gap. We close with a simple adjuster framework: establish cause of loss early, verify functionality, document every step, and explain estimates so the insured understands why a contractor scope can be higher than a covered scope.
If you found this useful, subscribe, share it with another adjuster, and leave a review so more claims folks can find the show.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode 91: How To Adjust Frozen Pipe Losses Without Missing Coverage
Frozen pipe losses are one of those claims that look simple on the surface, right up until the policy language and the facts start fighting each other. Today we walk through the biggest freeze-claim mistake we see: treating a burst-from-freezing pipe like a routine accidental discharge loss and automatically excluding the pipe repair, even when freezing is the covered cause of loss. If you adjust homeowners insurance (HO3) or commercial property claims, this is the kind of detail that changes the whole outcome.
We also get practical about the condition that trips up coverage decisions: making a reasonable effort to maintain heat. What counts as “reasonable” when one bathroom runs colder than the rest of the house, when a basement door is left open, or when fuel deliveries and utility payments get messy? We talk through the kinds of documentation that actually help, like gas and electric bills, propane delivery history, statements that lock in a timeline, and even modern temperature monitoring and water sensors that create a real record.
Then we shift into the ugly side of winter losses: extreme freeze events where everything is iced over and you cannot scope the full damage until the building thaws. We share how we set expectations with insureds and contractors, why supplements are normal, and how this mindset applies to other winter problems like ice dam claims. We also touch tenant-caused freeze losses, subrogation, and why liability coverage can get complicated fast.
If you want sharper coverage analysis and smoother claim handling before spring storms hit, listen through, then subscribe, share with an adjuster friend, and leave a review so more people in claims can find the show.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
A slip on ice can look like a small accident until you see what it turns into on a claim file: multiple defendants, competing contracts, fading memories, and a fight over what the weather actually did at one exact address. We get into why snow removal contractors are often treated like the default villain, and how a solid liability analysis starts with the boring stuff that saves you later: reading the policy, reading the snow contract, and tracking who promised what to whom.
We talk through common contract trigger language like two-inch thresholds, salting only on request, visit limits, and why “babysit the property 24/7” is rarely realistic. From there we shift into what wins cases: plow and salt logs, truck camera footage, photos of drainage and refreeze hazards, and witness work that still matters even years after the loss. We also cover how big injuries change the stakes, including traumatic brain injury, and why documenting real constraints like salt shortages can matter when reasonableness is questioned.
If you handle New York claims, we break down the Espinal framework and the three exceptions that can create contractor duty, plus how indemnity clauses and additional insured endorsements can reshape tenders and defense. We also dig into weather records, NOAA, the challenges of getting certified data, and when it’s time to bring in a forensic meteorologist to interpret conditions at the loss location.
Subscribe for more practical adjusting talk, share this with an adjuster who handles slip and fall files, and leave a review if it helps your work. What document do you request first when a winter liability claim hits your desk?
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Ever felt your file work turn into a courtroom minefield? We sit down with a clinical neuropsychologist who coaches witnesses to break down why depositions are adversarial even when they sound friendly, and how adjusters can protect credibility without oversharing. From honey and vinegar to the Columbo “play dumb” tactic, we map the playbook plaintiffs use to trigger fight-or-flight—and the tools you need to stay calm, concise, and consistent.
We draw a sharp line between fact witnesses and corporate representatives, explaining why mixing roles creates contradictions that haunt future cases. You’ll learn when to split depositions into two sessions, how to “stay in your lane,” and why “I don’t know” or “I don’t recall” can be the most reasonable answers when used with discipline. We also cover the five-second answer rule and bullet-point responses that tell the truth without gifting extra ammunition.
Documentation matters. We explore balanced claim notes that are clear, timely, and reconstructable years later, with practical guidance on templates, quarterly spot checks, and preventing drift under workload pressure. On the psychology side, we show how systematic desensitization—rehearsed exposure to tough questioning—rewires your brain to resist defensiveness and guessing. Plus, you’ll get neurocognitive tips for sequencing information, setting expectations with policyholders, and reducing reactivity.
If you handle property, auto, liability, or workers’ comp claims and want to show up strong in the chair, this conversation is your roadmap. Subscribe, share with your team, and leave a review to help more adjusters find practical, courtroom-tested strategies. Got a deposition tip or horror story? Drop it in a review and keep the conversation going.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #88: Winter Heat, Cold Pipes, and Hot Claims: Investigating Seasonal Losses
Winter brings more than snow and high heating bills. It brings puffback claims, chimney fires, frozen pipes, temporary heating setups, and a steady stream of liability questions.
In this episode, William and Chantal break down common winter-related losses and what adjusters should be looking for from day one. They discuss oil furnace puffbacks, improper fireplace and wood stove installations, frozen pipe damage, and the risks tied to space heaters and overloaded power strips. The conversation moves beyond surface-level handling and into the investigative mindset required to properly document cause, identify potential subrogation targets, and preserve evidence before it disappears.
They also address rental property exposures, landlord duties, carbon monoxide and smoke detector issues, and the importance of asking direct, sometimes uncomfortable questions when investigating fires. The episode reinforces a key principle: determining cause is not optional. It is the foundation for coverage analysis, liability assessment, and protecting the carrier’s position.
If you handle property claims, liability claims, or both, this discussion offers practical reminders and real-world examples that sharpen investigative discipline during the most loss-prone season of the year.
The podcast returns February 26 with a focused discussion on contractors and snow removal liability.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #87: Speed Limits Aren’t Permission Slips In A Storm
Storm clouds don’t just darken the sky, they raise the duty of care. We dig into how snow, ice, fog, and heavy rain change what “reasonable” looks like behind the wheel and at the claim desk. From multi-car pileups to slow-speed parking lot crashes, we break down how to evaluate negligence when the surface and sight lines won’t play fair, why “I was going the speed limit” can still be careless, and how to separate traffic citations from true liability.
We trade real-world scenarios that every adjuster recognizes: black ice that looks like a harmless wet patch, diesel spills that turn intersections into turntables, and the moment a vehicle leaves the road and plows into a storefront or home. You’ll learn when property owners should use their own policies and subrogate, how ACV versus RCV plays out in third-party claims, and why clear early communication about pollution exclusions and sublimits matters when cleanup crews start excavating. We also cover parking lot exposures, pedestrian duties, and the impact of salt shortages on the reasonableness of maintenance efforts during active storms.
To help you work cleaner, faster, and fairer files, we share a five-point winter claims checklist: certified hourly weather data, visibility and lighting details, road maintenance timing and logs, vehicle damage pattern analysis, and statement consistency with physics. The takeaways are simple and powerful, conditions matter more than posted limits, tickets inform but don’t decide, and winter raises the duty to anticipate. Subscribe for more practical tools and share this episode with a colleague who could use a sharper winter playbook. What’s your toughest cold-weather claim challenge?
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
A slick floor, a hard fall, and suddenly everyone asks the same question: who pays? We open the claims toolbox and walk through slip and fall cases step by step, showing how quick evidence work, clear liability analysis, and smart communication shape the outcome. From icy sidewalks to grocery spills, we explain the differences that matter and the proof that sticks.
First, we dig into scene preservation and notice. You’ll hear why photos and security video are gold, how floor-walk logs can narrow exposure, and when a “storm in progress” protects property owners. We put the ABCD test—duty, breach, causation, damages—at the center, then layer in comparative fault, footwear choices, and the reality that invitees share responsibility to keep a lookout. A buffet ice cream case illustrates how seconds of video can flip a claim from alleged negligence to med-pay only.
Next, we map contribution and contracts. Snow removal agreements decide who shares blame, so we break down “we handle everything” promises versus narrow scopes, and why early outreach to other carriers saves everyone time. We also show how to keep your insured looped in with offers, demands, and potential excess exposure to guard against bad faith narratives.
Finally, we tackle the part that derails many settlements: Medicare, Medicaid, and ERISA. Learn why CMS reporting is mandatory, what conditional payments mean, and how to explain tentative versus final amounts without losing trust. We close with valuation strategy, practical negotiation moves, and the litigation arc—from summons to discovery, mediation, and full and final releases, including consortium and minor approvals.
If you want clearer claims, faster resolutions, and fewer surprises, this deep dive will sharpen your process and your judgment. Subscribe, share with a colleague, and leave a review to help others find the show. What’s your toughest slip and fall challenge right now?
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #85: Negligence Is A Mistake; Bad Faith Is A Pattern
Want a practical blueprint to avoid bad faith and close cleaner files? We dig into the real-world habits that separate defensible claims work from patterns that draw regulator heat and lawsuits. Starting with a crisp definition—negligence is a mistake; bad faith is a repeated choice—we map how state rules, NAIC Model Acts, and administrative codes shape your everyday decisions on property, auto, liability, and workers’ compensation files.
We share the seven claims handling standards that keep you on track: prompt preliminary handling, documented procedures and training, tailored investigations, plain-English communication, visible momentum, rigorous analysis, and clear decisions. You’ll hear why Model Act 902 matters for property and casualty, how anti‑steering rules interact with preferred vendors and OEM parts, and where agents and underwriters can trip administrative rules that later fuel bad faith allegations. We compare states that adopt NAIC models with outliers like Oklahoma, where statute and DOI codes demand files be detailed enough to reconstruct events and reasoning—not just pasted emails, but the policy citations and logic behind each move.
Expect hard-nosed guidance on management oversight that actually shows up in the file, not retroactive notes. We talk through coverage-versus-liability conversations in simple terms, when to pick up the phone before you send a formal letter, and how to use AI cautiously for routine updates without outsourcing judgment. When a scope dispute pops up—say, painting versus hand staining—we show how to tie decisions to policy language and reasonableness, and when to bring in subject matter experts early to avoid guessing. The bottom line: you have the right to be wrong, but only if your documentation proves you acted honestly, timely, and based on sound information.
If you’re an adjuster, manager, agent, or claims leader, this is a clear, usable playbook for unfair claims settlement practices, anti‑steering compliance, documentation standards, and training culture that stands up in court. Subscribe, share with your team, and leave a review with the one habit you’ll change in your next file.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Holiday cheer meets claim chaos, and we’re here to make sense of it. From overloaded outlets and dry Christmas trees to frozen pipes and black ice, we walk through the winter risks that drive property, auto, and liability claims—and how smart adjusting turns messy losses into clean resolutions. We share practical tools adjusters can use right now: when to call a cause-and-origin expert, how to preserve cords, sockets, and devices for subrogation, and what chain-of-custody documentation should look like to avoid spoliation fights.
The conversation digs into policy nuance around freeze losses and ensuing water damage, plus the real-world factors that determine negligence: missed fuel deliveries, drafty penetrations on windward walls, and “reasonable time” standards for clearing snow and ice. We also talk friendly fire versus hostile fire, linear burn patterns that suggest accelerants, and why early manufacturer notification can make or break a recovery. If you work with renters, you’ll get talking points for contents coverage and loss-of-use, and if you manage a team, we offer ways to bridge training gaps without overwhelming new adjusters.
We don’t skip the human side either: holiday burnout is real, and clear choices—simpler gatherings, fewer decorations, better checklists—help keep stress down and claims up to standard. Whether you’re in property, auto, liability, or workers’ comp, this seasonal playbook will sharpen your field questions, improve your evidence handling, and guide insureds and third parties toward the path that serves them best. Subscribe, share with a colleague, and leave a review to help more adjusters find the show—then tell us your toughest winter claim and what you’d do differently next time.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #83 - Rules Of The Road For Adjusters: Fault, Foreseeability, And Last Clear Chance
We rethink “rules of the road” from an adjuster’s view, showing why left-hand turns aren’t always at fault, how point of impact changes everything, and when last clear chance controls the outcome. Practical field tips help you collect better evidence, weigh foreseeability, and assign fair liability.
• left-hand turns, control of the intersection, point of impact • duty to yield, duty of reasonable care, last clear chance • comparative negligence across merges, passes, and hills • weather and visibility shaping foreseeability and speed choice • truck wide-right turns and squeeze hazards • evidence gathering using cameras, debris, skid marks, telematics • emergency vehicles, yielding protocols, municipal immunities • four-way stop logic and practical right-of-way choices • why tickets don’t decide liability and how to argue fault • calls for listener topics, guests, and feedback on platform of choice
Please like, follow, subscribe, share, and comment so the algorithm picks us up and we can grow. If you listen on Spotify, drop your comments on LinkedIn. For independent adjusting services, visit www.autin.claims and use the contact us tab to join our roster. Give us five stars and a review.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
This Thanksgiving episode is all about gratitude. Bill returns to the podcast, and we share what we’re thankful for — from the people who make our work meaningful to the everyday wins that keep us going in the P&C claims world.
Whether you're driving to a loss site, reviewing files, or heading home for the holiday, take a moment with us to reflect on the good stuff.
💛 What are you grateful for this year? Share your thoughts with us on LinkedIn or Spotify’s Q&A — we’d love to hear from you.
Follow, rate, and tap the bell so you never miss an episode.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
When the wind picks up, claims become a pressure cooker. 🌪️
In this episode, Chantal and Heather tackle five real-world conflicts adjusters face during catastrophes — from underinsurance and staffing shortages to pressure, compassion fatigue, and post-storm chaos. They unpack what happens when good intentions collide with policy language, time limits, and too many claims on the desk.
💬 You’ll hear stories from the field, insider strategies for ethical decision-making under pressure, and a few laughs (because sometimes that’s all you can do during CAT season).
Check out https://project55.org/ for empowering yourself with better mental health.
🎧 Listen on Spotify 📺 Watch on YouTube 👍 Like, 💬 comment, and 🔔 subscribe — it helps more adjusters find the show and keeps the conversation going after the storm.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
This one’s for the adjusters who keep learning even when nobody’s paying for training anymore.
Heather and Chantal talk about what real professional development looks like today — from learning policy language on your own to staying sharp as tech, AI, and consumer expectations change faster than your claim count. They dig into why mold and low-impact claims are making a comeback, how leadership can actually support adjusters, and why communication skills matter just as much as technical ones.
It’s a fun, honest conversation about taking ownership of your career, sharing what you know, and finding the balance between empathy and efficiency in claims.
💬 Join the conversation: What’s something you’ve learned on your own that made you a better adjuster? Drop it in the comments — your insight might help someone else.
👍 Like this episode 💬 Comment to tell us what topic you want next 🔔 Subscribe to help us climb the algorithm and reach more adjusters who could use a little encouragement (and a few laughs)
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #79 - Experts in Claims — When & Why to Call Them
🏈 Adjusters can’t do it all — sometimes you need to call in the experts.
Heather and Chantal dig into the world of experts in claims. From engineers and origin-and-cause investigators to claims handling experts, we explore:
When adjusters should bring in specialized help (and when not to).
Why “being an expert” takes more than Google or self-proclamation.
How early expert involvement can save costs, reduce disputes, and even prevent bad faith.
The challenges (and humor) of expert testimony in court.
Think of it like football: adjusters may be the quarterbacks, but sometimes you need that skilled player to step in. Or in classic film noir terms (yes, Double Indemnity gets a mention) — adjusters are the Renaissance folks of insurance, but even Renaissance folks know when to call backup.
Listen in for practical takeaways, ethical insights, and a few laughs about what it really means to be an “expert” in claims.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #78 - The IA Glow Up & Grow Up- With 3 C’s and an H
Independent adjusting—explained by the people shaping it. Chantal and co-host Heather sit down with Chris Stanley (IA Path) and Calvin Newman (MOCAT) to discuss the realities of an IA career: the challenges, opportunities, and how to thrive long-term.
💡 Topics covered:
Independent adjusters as entrepreneurs
The gap in training and follow-up support for new adjusters
Tech + AI: speeding work, not replacing empathy
Making claims attractive to Gen Z talent
Reframing claims as the heart of insurance
Quick hits: a wild inspection story + Chris’s “four life currencies”
📧 Guest contacts: Chris Stanley – chris@iapath.com Calvin Newman – calvin@mocat.com
👍 If you found this helpful, like, subscribe, and share with a teammate who’s building their IA career.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Not every denied claim is bad faith. Not every mistake is a lawsuit waiting to happen. So why does it sometimes feel like “bad faith” is lurking around every corner?
In this episode, Chantal and Heather Blevins (The Insurance Rebel) tackle the myths and realities of bad faith in insurance claims. They break down what bad faith really means, why the definition changes depending on the state, and how adjusters can protect themselves with strong documentation, timely communication, and clear reasoning.
You’ll hear stories from the field, the dangers of relying too much on AI or “black box” tools, and why emotions—both yours and the claimant’s—can turn a routine claim into a reputational nightmare. Most importantly, we’ll talk about what’s just hot air…and what really puts you at risk.
🎧 Tune in to cut through the noise, learn the real red flags, and walk away with practical strategies to keep your claims in good faith.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #76 - Back to School with the Unfair Claims Practices Act
✏️ School’s back in session—and so is claims compliance. In this episode, Chantal and Heather Blevins break down the Unfair Claims Settlement Practices Act and what it really means for adjusters in today’s high-pressure environment. From documentation do’s and don’ts to why clear, proactive communication can keep you out of hot water, this conversation is all about building good faith habits.
🎧 Tune in to hear practical strategies for avoiding costly mistakes, improving policyholder interactions, and handling claims with litigation in mind. Whether you’re a seasoned adjuster or new to the field, this episode gives you the tools to pass the “good faith” test every time.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #75 - Certificates of Insurance: The Most Misunderstood Document in Insurance
Certificates of Insurance (COIs) look simple—but behind that one page is a world of fine print, pitfalls, and potential fraud.
In this episode, Chantal and Sandy talk with Scott Margraves, a 33-year insurance veteran and founder of COI’s R Us, about what COIs actually do (and don’t) prove. You’ll hear:
Why 9 out of 10 COIs are issued incorrectly
How small clerical errors can lead to big problems
The difference between a document that verifies coverage and an actual contract
Real-world examples of COI confusion, misrepresentation, and fraud
We also say goodbye to Sandy as co-host and welcome Heather Blevins as our next guest host—plus a preview of our upcoming episode on good faith claims handling.
You can reach Scott at COIsRUs.com or 713-416-9000
Want to know what a COI looks like? Here's the link:
https://acords.com/ACORD%20Forms%2025.html
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #74 - Adjusters, Reserves, and the Fine Line Between Insolvency and Bankruptcy
In this episode of The Art of Adjusting® Podcast, Chantal and Sandy break down the often-confused differences between bankruptcy, insolvency, and reserves—and why every adjuster should understand how their decisions impact a carrier’s financial stability.
From SpongeBob memes to real-life cautionary tales, they show how financial instability can start with a single misstep in reserve-setting.
Sandy explains why AI can’t replace the artistry of reserves, while Chantal explains how carrier solvency, rate approvals, and even state-specific nightmares (we're looking at you, Florida) all connect back to the adjuster’s file. And yes—they call out the habits that hurt the most (👀 stair-stepping).
All while keeping it fun, real, and relevant.
If you’ve ever asked:
What happens when an insurance company runs out of money?
Why do regulators care so much about reserves?
Can your reserve notes really impact carrier rates?
Then this episode is for you.
🎧 Listen now—and subscribe for more real talk about the hidden power of your adjusting decisions. Your future claims career might just thank you.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #73 - When Claims Get Ugly: Mastering the Tough Conversations
Ever had to break bad news to a policyholder already on the verge of tears—or threats? In this episode, Chantal and Sandy share real-world strategies adjusters actually need (no vanilla “just be empathetic!” advice here).
🎙️ You’ll learn: ✅ What to do when a claimant starts crying—or yelling ✅ How to set expectations without sounding cold ✅ Tips for staying calm, professional, and in control ✅ Why role-playing and preparation are your secret weapons
Whether you’re a seasoned adjuster or just starting out, this episode will help you handle high-stakes conversations with clarity and confidence.
👉 Listen now and level up your claims game!
🔗 [Follow the show and get notified about our next episode on bankruptcy, insolvency, and reserves—dropping July 31!]
To reach Sandy, visit RiskInfluencer.org.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #72 - Let Freedom Ring Adjuster Superpowers
In this episode of The Art of Adjusting® Podcast, Chantal and Sandy explore the superpowers that adjusters need to thrive in one of the most demanding and misunderstood professions. From clear communication and empathy to pattern recognition and relentless follow-through, adjusters wear many capes—whether they realize it or not.
You’ll hear stories about the challenges of career mobility in insurance, why initial conversations with policyholders can make or break a claim, and how to set expectations without overpromising. We also bust common myths about adjuster compensation and dig into why the public often misunderstands what adjusters actually do.
If you’re an adjuster, agent, or just curious about the real work behind insurance claims, this episode will give you a fresh appreciation for the skills—and heart—it takes to do the job well.
Tune in to learn: ✅ Why adjusters are the modern Renaissance people of insurance ✅ Strategies for managing complex and emotional claims ✅ The hidden barriers to growing your insurance career ✅ How adjusters can educate consumers and improve the industry’s reputation
👂 Listen now and discover your own adjuster superpowers.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #71 When the Damage Is Repaired But the Stigma Remains
What happens when a rental property is fully repaired after a tragic event… but no one wants to live there? In this episode, Chantal and Sandy tackle a tough listener question from Dave Iadanza about insurance coverage, loss of rent, and reputational harm after a violent crime.
We walk through the real-life case of a triple homicide in New York, explore the limits of standard property policies, and share practical steps adjusters can take—like filing restitution letters and documenting coverage explanations. We also broaden the conversation to include business interruption coverage, active shooter insurance, and California’s workplace violence prevention requirements.
This is one of those episodes where claims handling meets crisis management.
Tune in for insight, empathy, and the tools to guide insureds through the aftermath of trauma.
🗓️ Next Episode drops July 3: Adjuster Super Powers – just in time for the long weekend.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #70 - How Agents, Risk Managers, and Adjusters Can Actually Get Along
In this episode of The Art of Adjusting® Podcast, Chantal is joined by guest co-host Sandy Avina to unpack the messy—but fixable—world of insurance collaboration. What happens when adjusters, agents, and risk managers all think they’re steering the ship? Spoiler: chaos. But it doesn’t have to be that way.
We cover: ✔️ The surprising disconnect between “little R” risk managers and actual insurance strategy ✔️ Why agents often get trusted more than adjusters (even when adjusters know more) ✔️ Why that email chain isn’t helping—pick up the phone ✔️ How a recurring med spa laser malfunction became an insurance case study ✔️ Ways adjusters can share insights without crossing lines
Whether you're new to claims or you've been in the industry longer than a fax machine, this episode will give you insight (and maybe a laugh) about how we can all work together better.
📞 Communicate clearly. Collaborate smarter. And for the love of insurance—send the denial letter in the mail.
👉 Don’t forget to subscribe, like, and comment—especially if you’ve got your own story of miscommunication madness.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #69 - The Leadership Ladder: Amy Cooper Shares RISE's Vision for Insurance Professionals
Ever wondered what it takes to transform an entire industry's culture? Amy Cooper, founder and CEO of RISE (Rising Insurance Star Executives), joins the Art of Adjusting podcast to reveal exactly how she's making it happen in the insurance world.
"I wanted this and it didn't exist for me, so I just said, ok, I'm going to build it," Amy explains, describing the origin of RISE. What began as a personal need has evolved into a comprehensive professional development ecosystem supporting insurance professionals at every career stage - from students entering the industry to executives climbing the leadership ladder.
At the heart of RISE's offerings is their innovative three-month mentorship program designed for busy professionals. Unlike traditional year-long commitments, this focused approach delivers maximum value through six structured meetings that emphasize developing crucial "human skills" rather than technical expertise. By intentionally pairing mentors and mentees across different segments of insurance, participants gain broader industry perspectives while building connections beyond their immediate work environment. For adjusters and claims professionals working remotely, this cross-functional exposure proves invaluable in combating isolation and expanding their professional network.
The annual RISE Leadership Summit embodies the organization's fresh approach to professional development. Taking place in Fort Lauderdale this June, the event deliberately breaks from traditional "stuffy conference" formats while delivering substantial educational content through TED-style talks from industry leaders. With separate tracks for individual contributors and management-level professionals, participants receive targeted development regardless of career stage. Beyond these flagship programs, RISE offers year-round engagement through their Innovators Lab, Wisdom Wednesdays, local events, and a newly launched community app.
Ready to level up your insurance career? Visit riseprofessionals.com to join for free and connect with this growing community of forward-thinking insurance professionals who are reshaping the industry's future together.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #68 - Understanding the Hard and Soft Insurance Market
The hard and soft market cycle remains one of the insurance industry's most powerful yet least understood forces. In this eye-opening conversation with industry veteran Chris Burand, we peel back the curtain on what's really happening within carrier boardrooms during the current market hardening.
Most insurance professionals under 40 have never experienced a genuine hard market until now. With remarkable clarity, Burand explains how we're potentially facing "the hardest market since the mid-80s" despite carriers posting record profits last year. This seeming contradiction points to the fundamental truth that hard markets stem from balance sheet weaknesses, not income statement problems.
The roots of our current crisis trace back to 2018 when carriers made a fateful decision to reduce reinsurance purchases, effectively doubling their growth rate while increasing catastrophic exposure. When devastating Midwest storms struck and investment losses mounted, the industry's surplus position deteriorated dramatically. What's particularly troubling is Burand's revelation that some major carriers have borrowed significant portions of their surplus or invested heavily in junk bonds, creating serious quality concerns beyond mere quantity issues.
For claims professionals, these market dynamics directly impact daily operations through staffing reductions, heightened scrutiny of settlements, and increased pressure to control costs. Understanding the "why" behind these changes provides valuable context for navigating today's challenging environment.
We also explore how third-party litigation funding, excessive verdicts, and problematic risk assessment models are creating scenarios where certain risks simply can't be priced at any level. These structural challenges suggest the current hard market may persist much longer than historical patterns would indicate.
Whether you're an insurance adjuster trying to understand why your job just got harder, a broker explaining premium increases to clients, or simply someone curious about the forces shaping the insurance landscape, this conversation provides essential insights into the trillion-dollar tightrope the industry is currently walking.
Ready to deepen your insurance industry knowledge? Subscribe now and join our community of claims professionals committed to mastering the art of adjusting.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #67 - Claims That Haunt Us: What Keeps Adjusters Up at Night?
What keeps insurance adjusters up at night? From catastrophic losses that inspire genuine nightmares to the frustration of policy limitations that leave families vulnerable, our latest episode delves into the claims that haunt adjusters long after they're closed.
Bill and Chantel share their most memorable cases, including the heart-wrenching story of a truck driver whose family went without heat or electricity during winter holidays because of payment delays, and homes insured for a fraction of their replacement cost. These situations highlight the emotional reality of claims work - when adjusters recognize injustice but face constraints beyond their control.
The conversation takes a lighter turn with Chantel's account of perhaps the strangest claim ever filed: a truck driver who insisted aliens abducted him, took his 18-wheeler for a joyride, and abandoned it in the Nevada desert. Despite the obvious Ambien-induced explanation, the claim was actually covered - creating the surreal situation of documenting extraterrestrial vehicle theft.
We also address serious safety concerns adjusters face in the field - from confrontational policyholders to having ladders removed while on roofs. Our hosts offer valuable advice for new adjusters on de-escalation techniques and maintaining professionalism when being recorded by hostile parties.
Beyond the technical aspects of policies, adjusting is fundamentally about people navigating difficult situations. Whether you're an experienced adjuster or considering entering the field, this candid conversation reveals the human stories behind the paperwork and the emotional intelligence required to handle them effectively.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #66 - Start Repairs or Sit Tight? The Catch-22 of Property Damage Claims
Every adjuster encounters that frustrating situation where an insured has received their claim check but refuses to start repairs. They're stuck in limbo, paralyzed by the belief that beginning work means surrendering their right to coverage for additional damages that might be discovered later.
This episode explores the psychology behind repair hesitation and offers practical solutions for getting claims unstuck. At its core, the problem stems from fear – though most insureds wouldn't identify it as such. They've absorbed the cultural narrative that insurance companies are trying to "screw them over," making them afraid to take any action that might jeopardize their claim.
I walk through the delicate balancing act adjusters must perform: we can't directly tell insureds to make repairs (creating potential liability), yet we must communicate policy requirements to protect property from further damage. This requires becoming translators of "insurance-ease" into plain English while acknowledging the insured's legitimate concerns.
The most effective approach combines verbal explanations with written documentation. Phone conversations allow for nuanced discussion and tailored examples that address specific fears, while follow-up letters provide clarity and record-keeping. I share specific language and techniques that help insureds understand complex concepts like supplements, file reopening, and the difference between contractor estimates and insurance payments.
For adjusters dealing with stalled claims, this episode provides both empathy for the insured's perspective and practical strategies to move claims forward without overstepping professional boundaries. By addressing the underlying fear, we can help policyholders protect their property while maintaining trust in the claims process.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #65 - Matching Madness: Why Your Neighbor's New Roof Doesn't Mean You Get One Too
To understand how hail damage affects buildings and insurance claims requires understanding both the technical aspects of damage assessment and the human element of homeowner expectations. In this enlightening solo episode, Chantel Roberts dives deep into the world of structural and roof hail damage claims, offering critical insights for adjusters and policyholders alike.
Chantel breaks down the fundamental differences between cosmetic and structural damage, explaining how adjusters evaluate bruising, cracking, granule loss, and punctures to determine if a roof's integrity has been compromised. She addresses the controversial "matching principle" – when insurers must replace undamaged portions of siding or roofing to maintain a uniform appearance – and how this varies dramatically based on policy language, state regulations, and court interpretations.
The episode offers a candid look at why homeowner expectations often clash with policy realities. Many policyholders purchase policies with cosmetic damage exclusions or percentage-based deductibles without fully understanding these limitations until they file a claim. Chantel emphasizes that while adjusters didn't create these misunderstandings, effective communication becomes their responsibility during the claims process.
Particularly valuable is Chantel's practical advice for handling supplements, setting clear expectations with insureds about the repair process, and balancing thorough investigations with prompt payment. With storm events generating massive claim volumes (147,000 claims and $442 million in payments in Kansas alone in 2023), adjusters must master both technical assessment skills and effective communication strategies.
Whether you're an experienced adjuster, new to the profession, or a homeowner trying to understand your coverage, this episode provides essential knowledge about how hail claims are evaluated and settled. Subscribe to the Art of Adjusting podcast for more insights into the complex world of insurance claims handling.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #64: Dents and Dollars: The Real Impact of Hail on Your Vehicle
When the sky pelts your vehicle with ice, the damage goes far beyond cosmetic dents—it triggers a cascade of insurance decisions that could impact your wallet for years to come. In this comprehensive guide to automotive hail damage claims, Bill and Chantel tackle the complex world of total loss declarations, salvage titles, and diminished value from the insider perspective of experienced adjusters.
The conversation dives deep into the mysterious "70-75% rule" that insurance companies use to determine when your dented but perfectly drivable vehicle crosses the threshold into total loss territory. You'll learn why this seemingly arbitrary percentage exists, how different states regulate it, and what options remain when your car is deemed "totaled" despite being mechanically sound.
Salvage titles represent another crucial piece of the hail damage puzzle. Bill and Chantel walk through the entire process—from initial damage assessment to title conversion through your state's DMV—explaining how this designation affects your ability to drive, sell, or insure your vehicle moving forward. Their candid discussion highlights the frustrating reality that cosmetically damaged but functionally perfect vehicles must carry this stigma.
Perhaps most valuable is their examination of diminished value claims—the often-overlooked financial loss that occurs when your vehicle's market value drops simply because it has damage history, even after perfect repairs. The hosts explore the evolution of these claims, why insurance companies have historically resisted them, and how today's information-rich environment has forced the industry to acknowledge this economic reality.
The episode features fascinating real-world examples, including a massive seven-dealership claim with a $3 million deductible where Ferrari and Maserati inventory received priority protection while everyday vehicles faced nature's wrath. Special considerations for leased vehicles round out this essential guide for anyone who parks their car under the open sky.
Want to protect yourself before the next storm hits? Subscribe to The Art of Adjusting podcast for more insider knowledge from experienced claims professionals who understand both sides of the insurance equation.
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #63: Claims Made vs. Occurrence: Unpacking Insurance Policies
This week’s podcast dives into the world of claims made versus occurrence policies, shedding light on their significant differences and implications for those in the insurance industry. Our guest expert, Fred Fisher, shares valuable insights gained from decades in the field, offering critical information for both current and aspiring adjusters.
• Defining claims made and occurrence policies • Exploring the impact of claim reporting requirements • Discussing the importance of timely reporting • Analyzing real-world claim scenarios and case studies • Highlighting current trends and changes in insurance practices • Understanding the ethical complexities of claims adjusting
For those wishing to gain further insights, check out Fred Fisher's new book Claims-Made Insurance. His deep knowledge offers essential understanding for anyone in the insurance business.
This audio has been edited and engineered by Nicholas Kearns, 585-545-9976, njkearns11@gmail.com
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #62: Resilience & Relationships: The Human Side of Adjusting with Heather Blevins
In this episode, we sit down with Heather Blevins, the renowned "Insurance Rebel," to explore the crucial role of resilience and relationships in claims adjusting. As professionals in a high-stakes, high-stress industry, adjusters face unique challenges that require more than technical expertise—they need strong connections and a support system to thrive.
With Valentine’s Day as a backdrop, this conversation highlights how fostering meaningful relationships—whether with colleagues, clients, or mentors—builds professional and personal resilience. Heather shares her insights on how adjusters can navigate industry pressures, handle emotional challenges, and find deeper fulfillment in their work.
We also tackle the often-overlooked topic of mental health and self-care in the claims profession. From the demands of catastrophe response to the everyday stress of handling complex cases, we discuss ways to maintain well-being, reduce burnout, and create a culture of support and transparency within the industry.
Looking ahead, the future of claims adjusting is evolving with AI advancements and a growing workforce gap. Heather shares her perspective on how the industry must adapt training programs, attract new talent, and balance technological efficiency with the human touch that remains at the heart of the profession.
Join us for this insightful conversation as we uncover strategies for staying resilient, strengthening industry relationships, and shaping the future of claims adjusting.
This audio has been edited and engineered by Nicholas Kearns, 585-545-9976, njkearns11@gmail.com
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #61: The Insurance Implications of Sex Trafficking Lawsuits
In this thought-provoking episode of The Art of Adjusting® Podcast, hosts Bill Auten of Auten Claims Management and Chantal Roberts of CMR Consulting dive into a challenging and highly relevant topic: the intersection of insurance coverage and liability in sex trafficking lawsuits.
The discussion begins with an overview of what constitutes human trafficking, drawing from definitions provided by the Department of Homeland Security and insights from IRMI (Insurance Risk Management Institute). Bill and Chantal then analyze recent legal cases involving hotels, businesses, and tech platforms accused of facilitating trafficking—knowingly or unknowingly.
Key topics include:
Negligence vs. Intentional Acts – How liability is determined under insurance policies.
The Role of Business Owners – What responsibility do hotels, landlords, and other entities have in preventing trafficking?
The Intentional Harm Exclusion – Breaking down whether insurance should cover businesses complicit in these crimes.
Moral and Ethical Dilemmas – Can (or should) insurers be required to defend such claims?
Legal Precedents and Policy Language – What courts are saying about coverage obligations.
Bill and Chantal also tackle broader industry issues, including the duty to defend vs. the duty to indemnify, policy exclusions, and how insurers should respond when policyholders are accused of unethical or illegal behavior.
This episode is essential listening for insurance adjusters, claims managers, risk professionals, and legal experts navigating complex liability issues in today’s world.
This audio has been edited and engineered by Nicholas Kearns, 585-545-9976, njkearns11@gmail.com
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #59: Who’s Liable When Your Car is Stolen?
In this episode of The Art of Adjusting®, William and Chantal dive into a listener's question about liability coverage for stolen vehicles and expand the discussion by exploring related topics from various Reddit subreddits focused on the insurance claims industry. They break down the key question of whether a vehicle owner is liable for bodily injury or property damage caused by a thief, explaining that liability typically doesn’t apply since theft is an illegal act. However, they also clarify how comprehensive or collision coverage might come into play for damage to the stolen vehicle.
Drawing on insights from Reddit, they tackle questions about the claims process, subrogation, and the pursuit of restitution from at-fault parties. They also explore the concept of negligent entrustment, emphasizing the importance of listing regular users on an insurance policy to avoid disputes.
With its blend of expert analysis and real-world scenarios, this episode offers practical advice for adjusters, policyholders, and anyone navigating the complexities of stolen vehicle claims. Tune in to hear how industry professionals approach these challenges and to gain a better understanding of coverage and liability in these situations. This audio has been edited and engineered by Nicholas Kearns, 585-545-9976, njkearns11@gmail.com
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #60: Navigating Policy Challenges During California's Wildfire Crisis
This episode uncovers the critical challenges insurance adjusters face during wildfires, focusing on the complexities of coverage and claims amidst catastrophic losses. The hosts explore key policy exclusions, the role of governmental actions, commentary and opinion that can be found on Facebook and Reddit, and the emotional toll on victims while calling for clearer policies and communication within the industry.
• Understanding insured losses from California wildfires • Coverage questions related to vehicle damage during fires • The importance of clarity in insurance policy terminology • Exploring exclusions in personal auto and commercial policies • Discussion on governmental actions impacting insurance claims • The emotional impact of wildfires on communities and adjusters • Future considerations for insurance policies and adjuster practices
This audio has been edited and engineered by Nicholas Kearns, 585-545-9976, njkearns11@gmail.com
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.
Episode #58: Unlocking the Power of Open Records with Mike Connell
In this episode of The Art of Adjusting®, Chantal and William welcome Mike Connell, CEO and Co-Founder of Risk Jockey, Inc., to explore the complex world of open records and Freedom of Information Act (FOIA) requests. With decades of experience as a licensed private investigator specializing in accident investigations, Mike shares invaluable insights on navigating open records applications, obtaining critical evidence, and overcoming challenges in claims handling.
Key Topics Covered:
FOIA vs. FOIL: Understanding federal and state-level open records laws.
Video Evidence: Challenges, costs, and best practices for requesting police body camera footage and traffic videos.
Timeliness in Claims Investigations: Why initiating open records requests early is crucial to preserving evidence.
HIPAA and Record Access: Navigating privacy laws and securing authorizations to expedite the release of critical records.
Outsourcing Open Records Requests: How Risk Jockey streamlines record retrieval, saving adjusters time and resources.
Mike also dives into the growing role of body cameras in claims investigations, the nuances of record retention policies, and strategies for handling difficult jurisdictions. Plus, discover how Risk Jockey integrates with claims management software to simplify record retrieval processes for adjusters.
Tune in to learn how a proactive approach to open records can enhance your claims investigations and why outsourcing these tasks might be the key to better, faster, and more cost-effective results.
Visit Risk Jockey to learn more or initiate a request.
Contact Mike Connell directly at 678-230-8891.
Don’t miss this episode packed with actionable advice for claims professionals seeking to streamline their processes and elevate their results!
This audio has been edited and engineered by Nicholas Kearns, 585-545-9976, njkearns11@gmail.com
For more insights, you might consider a career in liability adjusting or if you're searching for reliable adjusting services, visit Auten Claims Management.
To explore more about Chantal Roberts and her contributions to the industry, visit CMR Consulting.
Promotions:
Once Upon a Claim: Explore the magical world of claims adjusting through fairy tales. Get your copy now.
The Art of Adjusting®: Master the art of claims adjusting with practical insights and expert advice. Purchase here.