Wildfire claims are emotional, public, and inconsistent across carriers, so adjusters often become the face of "no." Using a real fire example, we'll explore empathy, advance payments, uneven guidance, social media comparisons, and follow-through as tools to protect our reputation.
Notable Timestamps
[ 00:09 ] - Wildfire claims can be highly emotional and public, and adjusters often become the visible representative of difficult coverage decisions.
[ 01:28 ] - PLRB recognizes Outstanding Claims Professionals not only for technical skill, but also for restoring lives and setting standards in customer service.
[ 03:03 ] - Social media, neighborhood groups, and AI tools now shape insured expectations, creating more questions and adding complexity for adjusters.
[ 05:16 ] - Policyholders often see claim differences as inconsistency where it may simply represent variation in policies, property details, and carrier practices.
[ 06:54 ] - Adjusters build trust by explaining policies in everyday language instead of relying on technical wording or policy jargon.
[ 09:29 ] - Starting conversations with what can be done, rather than limitations, helps reduce tension and discourages adversarial reactions.
[ 10:28 ] - Advance payments and early support for housing and immediate needs can ease stress and strengthen the insured-adjuster relationship.
[ 14:58 ] - Consistent communication matters; policyholders often prefer hearing "I don't have an answer yet" over silence or missed follow-ups.
[ 16:48 ] - Listening for recurring concerns allows adjusters to anticipate needs, act proactively, and create more confidence in the claims process.
Your PLRB Resources
CE Course: Investigating and Resolving Different Types of Wildfire Losses
https://members.plrb.org/education/courses/investigating-and-resolving-different-types-of-wildfire-losses
Employees of member companies also have access to a searchable legal database, hundreds of hours of video trainings, building code materials, weather data, and even the ability to have your coverage questions answered by our team of attorneys (https://www.plrb.org/ask-plrb/) at no additional charge to you or your company.
Subscribe to this Podcast
Your Podcast App - Please subscribe and rate us on your favorite podcast app
YouTube - Please like and subscribe at @plrb
LinkedIN - Please follow at "Property and Liability Resource Bureau"
Send us your Scenario!
Please reach out to us at 630-509-8704 with your scenario! This could be your "adjuster story" sharing a situation from your claims experience, or a burning question you would like the team to answer. In any case, please omit any personal information as we will anonymize your story before we share. Just reach out to scenario@plrb.org.
Legal Information
The views and opinions expressed in this resource are those of the individual speaker and not necessarily those of the Property & Liability Resource Bureau (PLRB), its membership, or any organization with which the presenter is employed or affiliated. The information, ideas, and opinions are presented as information only and not as legal advice or offers of representation. Individual policy language and state laws vary, and listeners should rely on guidance from their companies and counsel as appropriate.
Music: "Piece of Future" by Keyframe_Audio. Pixabay. Pixabay License.
Font: Metropolis by Chris Simpson. SIL OFL 1.1.
Icons: FontAwesome (SIL OFL 1.1) and Noun Project (royalty-free licenses purchased via subscription).
Sound Effects: Pixabay (Pixabay License) and Freesound.org (CC0).
