The Art of Adjusting® Podcast

Send us Fan Mail 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,...

Send us Fan Mail 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...

Send us Fan Mail 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 prop...

Send us Fan Mail 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 an...

Send us Fan Mail 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, descr...

Send us Fan Mail 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...

Send us Fan Mail 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 fam...

Send us Fan Mail 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 practica...

Send us Fan Mail 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...

Send us Fan Mail 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 expe...

Send us Fan Mail 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 occurrenc...

Send us Fan Mail 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’...

Send us Fan Mail 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 definit...

Send us Fan Mail 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 cause...

Send us Fan Mail 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 c...

Send us Fan Mail 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 app...

Send us Fan Mail In this episode of The Art of Adjusting® Podcast , hosts William Auten and Chantal Roberts welcome Marty Shaw, RCA, BCMA, TRAQ, TPAQ, a globally recognized consulting arborist and author of The Professional Amenity Plant Appraisal Handbook . With nearly three decades of consulting experience, Marty is one of the few arborists worldwide who consults full-time, offering his expertis...

Send us Fan Mail In this episode, William and Chantal dive into the critical issue of confirmation bias in insurance claims handling . They explore how biases—both conscious and unconscious—can affect claims processes, leading to misinterpretations and errors. Drawing from their extensive experience, they highlight the importance of: Peer Review Processes : Chantal emphasizes the value of roundtab...

Send us Fan Mail In this Thanksgiving-themed episode of The Art of Adjusting® , hosts Chantal Roberts and William Auten reflect on gratitude, from personal appreciation to professional growth. They discuss health insurance complexities, health insurance, document management strategies, and evolving practices in the insurance industry, including the power of storytelling in claims. With warm anecdo...

Send us Fan Mail In this episode of The Art of Adjusting® Podcast , host Bill Auten takes listeners on a detailed journey through the complexities of evaluating damages in liability claims. Perfect for claims adjusters, legal professionals, and anyone interested in the finer points of claims management, this episode unpacks how to determine fair compensation for both property and bodily injury cas...

Send us Fan Mail In this insightful episode of The Art of Adjusting®, hosts Chantal Roberts and William Auten are joined by David Princeton, principal consultant at Advocate Claim Service, to discuss the complex roles of public adjusters in the insurance industry. They explore the profession’s intricacies, emphasizing the crucial roles of transparency and ethical standards. David clarifies the oft...

Send us Fan Mail In this episode of The Art of Adjusting®, William Auten takes a deep dive into one of the most common liability claims: slip and fall cases, particularly those involving snow and ice conditions. William outlines five essential defenses adjusters and attorneys must consider when investigating these claims, such as the storm in progress doctrine, non-delegable duties of property own...

Send us Fan Mail In this episode, Chantal and William share their personal journeys into the world of claims adjusting, offering insight into what fuels their passion for the profession. They explore the fulfilling aspects of the job, memorable cases that have left a lasting impact, and the unique challenges that come with navigating difficult situations. From stories of overcoming obstacles to ad...

Send us Fan Mail Join hosts Chantal Roberts and William Auten as they celebrate the 50th episode of The Art of Adjusting® podcast with an in-depth discussion on the world of multi-line adjusting. They break down the benefits of holding a general adjuster’s license and the flexibility it brings, while also exploring the unique challenges of handling both property and liability claims. Chantal and W...

Send us Fan Mail In this episode, Chantal Roberts and William Auten welcome Barry Zalma, a seasoned insurance industry professional with over 56 years of experience. The trio discusses the changing role of insurance adjusters, their relationship with policyholders, and the current challenges faced by the industry.  Barry shares his journey from a military investigator to a trainee adjuster and rec...