The Art of Adjusting® Podcast

Hosted by William Auten & Chantal Roberts

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Jun 2026

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About the show

Dive deep into the world of insurance claims with our podcast, newly rebranded as "The Art of Adjusting®"—a title echoing the revered book of the same name. This revamped podcast is not just a beacon for professionals navigating the adjuster landscape but also a wealth of insights for those curious about the intricacies of the industry. We're thrilled to announce that Bill Auten, owner of Auten Claims Management, will now share the mic with a stellar co-host, Chantal Roberts. Chantal isn’t just the brilliant mind behind the book 'The Art of Adjusting®'; she's also the powerhouse owner of CMR Consulting. Together, this dynamic pair will decode the complexities of various claims, from property and auto to liability and workers’ compensation, providing unmatched expertise and invaluable insights for our listeners. In our recent episodes, we've explored a range of riveting topics, offering a deep dive into the technicalities of claims, showcasing transformational journeys within the industry, and illuminating the art and science of policy decoding and investigation. Special guests, including industry veterans like Steve Frattare, have graced our platform to share their extensive knowledge and experience, shedding light on a multitude of areas within the claims adjusting world. Subscribe to “The Art of Adjusting®” to keep abreast of the evolving landscape of insurance claims. Share our treasure trove of episodes with colleagues, friends, and anyone with an appetite for understanding the captivating, multifaceted world of claims 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: 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 .

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60 recent

June 4, 2026Episode 9659 min

Episode #96: The Bad Faith Warning Signs

Send us Fan MailBad 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.

May 21, 2026Episode 9554 min

Episode #95: How Much Liability Are You Hosting This Weekend?

Send us Fan MailMemorial 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.

May 7, 202659 min

Episode 94: Summer Liability Basics For Adjusters

Send us Fan MailA 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.

April 23, 202657 min

Episode 93: Contractor Damage, Subrogation, And Smarter Claim Handling

Send us Fan MailSpring 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.

April 9, 20261 hr 1 min

Episode 92: Spring Storm Claim Playbook

Send us Fan MailSpring 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.

March 26, 202644 min

Episode 91: How To Adjust Frozen Pipe Losses Without Missing Coverage

Send us Fan MailFrozen 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.

March 14, 202657 min

Episode 90: Warming Up The Zamboni For Espinal

Send us Fan MailA 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.

February 27, 2026Episode 891 hr 6 min

Episode #89: Deposition Survival For Adjusters

Send us Fan MailEver 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.

February 13, 2026Episode 881 hr 7 min

Episode #88: Winter Heat, Cold Pipes, and Hot Claims: Investigating Seasonal Losses

Send us Fan MailWinter 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.

January 29, 2026Episode 8752 min

Episode #87: Speed Limits Aren’t Permission Slips In A Storm

Send us Fan MailStorm 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.