The Art of Adjusting® Podcast

William Auten & Chantal Roberts
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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 ManagementTo explore more about Chantal Roberts and her contributions to the industry, visit: Visit: CMR ConsultingPromotions: 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.

  1. Jul 2

    Episode #98: How Insurance Adjusters Get The Full Story With Recorded Statements

    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.

    53 min

  2. Jun 18

    Episode #97: CMS Reporting And Medicare Liens For Liability Claims

    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.

    56 min

  3. Jun 4

    Episode #96: The Bad Faith Warning Signs

    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.

    59 min

  4. May 21

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

    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.

    54 min

  5. May 7

    Episode 94: Summer Liability Basics For Adjusters

    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.

    59 min

  6. Apr 23

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

    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.

    58 min

  7. Apr 9

    Episode 92: Spring Storm Claim Playbook

    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.

    1h 1m

  8. Mar 26

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

    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.

    44 min
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About

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 ManagementTo explore more about Chantal Roberts and her contributions to the industry, visit: Visit: CMR ConsultingPromotions: 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.

Information

  • Creator
    William Auten & Chantal Roberts
  • Years Active
    2K
  • Episodes
    98
  • Rating
    Clean
  • Copyright
    © 2026 The Art of Adjusting® Podcast
  • Show Website
    The Art of Adjusting® Podcast