The Art of Adjusting® Podcast

Send us Fan Mail 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 .

Send us Fan Mail 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 .

Send us Fan Mail 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 .

Send us Fan Mail 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 .

Send us Fan Mail 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 .

Send us Fan Mail 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 .

Send us Fan Mail 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 .

Send us Fan Mail 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 .

Send us Fan Mail 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 .

Send us Fan Mail 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 .

Send us Fan Mail 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 .

Send us Fan Mail 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 .

Send us Fan Mail 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 .

Send us Fan Mail 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 .

Send us Fan Mail 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 .

Send us Fan Mail 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 .

Send us Fan Mail 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 .

Send us Fan Mail 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 .

Send us Fan Mail 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 .

Send us Fan Mail 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 .