Shows
The Art of Adjusting® PodcastEpisode #73 - When Claims Get Ugly: Mastering the Tough ConversationsSend us a textEver 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 weaponsWhether you’re a seasoned adjuster or just starting out, this episode will help you handle high-stak...2025-07-1751 minThe Art of Adjusting® PodcastEpisode #72 - Let Freedom Ring Adjuster SuperpowersSend us a textIn 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 t...2025-07-0343 minThe Art of Adjusting® PodcastEpisode #71 When the Damage Is Repaired But the Stigma RemainsSend us a textWhat 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 broa...2025-06-1948 minThe Art of Adjusting® PodcastEpisode #70 - How Agents, Risk Managers, and Adjusters Can Actually Get AlongSend us a textIn 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 recur...2025-06-0555 minThe Art of Adjusting® PodcastEpisode #69 - The Leadership Ladder: Amy Cooper Shares RISE's Vision for Insurance ProfessionalsSend us a textEver 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...2025-05-2224 minThe Art of Adjusting® PodcastEpisode #68 - Understanding the Hard and Soft Insurance MarketSend us a textThe 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...2025-05-091h 06The Art of Adjusting® PodcastEpisode #67 - Claims That Haunt Us: What Keeps Adjusters Up at Night?Send us a textWhat 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...2025-05-0145 min
Tacos and Tech PodcastFrom Cables to Cloud: Floyd Auten’s Top Tech Journey of InnovationHow a third-generation builder turned a storage-unit startup into a national infrastructure powerhouse—and what’s next for tech’s invisible backbone. Floyd Auten, COO and co-founder of TechNet Partners, joins Neal for an episode that digs deep into the literal and figurative foundations of tech. From punchdowns in high school to powering stadiums and data centers across the country, Floyd shares how his family legacy in electrical work turned into a career designing the infrastructure that keeps the digital world running. They talk about life safety systems, the rise of AI tools in design, the Pa...2025-04-1636 minThe Art of Adjusting® PodcastEpisode #66 - Start Repairs or Sit Tight? The Catch-22 of Property Damage ClaimsSend us a textEvery 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 th...2025-04-1247 minThe Art of Adjusting® PodcastEpisode #65 - Matching Madness: Why Your Neighbor's New Roof Doesn't Mean You Get One TooSend us a textTo 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 mu...2025-03-2847 minThe Art of Adjusting® PodcastEpisode #64: Dents and Dollars: The Real Impact of Hail on Your VehicleSend us a textWhen 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 te...2025-03-2149 minThe Art of Adjusting® PodcastEpisode #63: Claims Made vs. Occurrence: Unpacking Insurance PoliciesSend us a textThis 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 co...2025-02-2757 minThe Art of Adjusting® PodcastEpisode #62: Resilience & Relationships: The Human Side of Adjusting with Heather BlevinsSend us a textIn 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...2025-02-1359 minThe Art of Adjusting® PodcastEpisode #61: The Insurance Implications of Sex Trafficking LawsuitsSend us a textIn 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 h...2025-01-3052 minThe Art of Adjusting® PodcastEpisode #59: Who’s Liable When Your Car is Stolen?Send us a textIn 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 sto...2025-01-1642 min