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. 8H AGO

    Episode #89: Deposition Survival For Adjusters

    Send a text 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.

    1h 7m

  2. FEB 13

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

    Send a text 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.

    1h 7m

  3. JAN 29

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

    Send a text 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.

    52 min

  4. JAN 15

    Episode #86: Anatomy of a Slip and Fall Claim

    Send a text A slick floor, a hard fall, and suddenly everyone asks the same question: who pays? We open the claims toolbox and walk through slip and fall cases step by step, showing how quick evidence work, clear liability analysis, and smart communication shape the outcome. From icy sidewalks to grocery spills, we explain the differences that matter and the proof that sticks. First, we dig into scene preservation and notice. You’ll hear why photos and security video are gold, how floor-walk logs can narrow exposure, and when a “storm in progress” protects property owners. We put the ABCD test—duty, breach, causation, damages—at the center, then layer in comparative fault, footwear choices, and the reality that invitees share responsibility to keep a lookout. A buffet ice cream case illustrates how seconds of video can flip a claim from alleged negligence to med-pay only. Next, we map contribution and contracts. Snow removal agreements decide who shares blame, so we break down “we handle everything” promises versus narrow scopes, and why early outreach to other carriers saves everyone time. We also show how to keep your insured looped in with offers, demands, and potential excess exposure to guard against bad faith narratives. Finally, we tackle the part that derails many settlements: Medicare, Medicaid, and ERISA. Learn why CMS reporting is mandatory, what conditional payments mean, and how to explain tentative versus final amounts without losing trust. We close with valuation strategy, practical negotiation moves, and the litigation arc—from summons to discovery, mediation, and full and final releases, including consortium and minor approvals. If you want clearer claims, faster resolutions, and fewer surprises, this deep dive will sharpen your process and your judgment. Subscribe, share with a colleague, and leave a review to help others find the show. What’s your toughest slip and fall challenge 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.

    1 hr

  5. JAN 1

    Episode #85: Negligence Is A Mistake; Bad Faith Is A Pattern

    Send a text Want a practical blueprint to avoid bad faith and close cleaner files? We dig into the real-world habits that separate defensible claims work from patterns that draw regulator heat and lawsuits. Starting with a crisp definition—negligence is a mistake; bad faith is a repeated choice—we map how state rules, NAIC Model Acts, and administrative codes shape your everyday decisions on property, auto, liability, and workers’ compensation files. We share the seven claims handling standards that keep you on track: prompt preliminary handling, documented procedures and training, tailored investigations, plain-English communication, visible momentum, rigorous analysis, and clear decisions. You’ll hear why Model Act 902 matters for property and casualty, how anti‑steering rules interact with preferred vendors and OEM parts, and where agents and underwriters can trip administrative rules that later fuel bad faith allegations. We compare states that adopt NAIC models with outliers like Oklahoma, where statute and DOI codes demand files be detailed enough to reconstruct events and reasoning—not just pasted emails, but the policy citations and logic behind each move. Expect hard-nosed guidance on management oversight that actually shows up in the file, not retroactive notes. We talk through coverage-versus-liability conversations in simple terms, when to pick up the phone before you send a formal letter, and how to use AI cautiously for routine updates without outsourcing judgment. When a scope dispute pops up—say, painting versus hand staining—we show how to tie decisions to policy language and reasonableness, and when to bring in subject matter experts early to avoid guessing. The bottom line: you have the right to be wrong, but only if your documentation proves you acted honestly, timely, and based on sound information. If you’re an adjuster, manager, agent, or claims leader, this is a clear, usable playbook for unfair claims settlement practices, anti‑steering compliance, documentation standards, and training culture that stands up in court. Subscribe, share with your team, and leave a review with the one habit you’ll change in your next file. 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 5m

  6. 12/18/2025

    Episode #84: Holiday Claims Without The Headaches

    Send a text Holiday cheer meets claim chaos, and we’re here to make sense of it. From overloaded outlets and dry Christmas trees to frozen pipes and black ice, we walk through the winter risks that drive property, auto, and liability claims—and how smart adjusting turns messy losses into clean resolutions. We share practical tools adjusters can use right now: when to call a cause-and-origin expert, how to preserve cords, sockets, and devices for subrogation, and what chain-of-custody documentation should look like to avoid spoliation fights. The conversation digs into policy nuance around freeze losses and ensuing water damage, plus the real-world factors that determine negligence: missed fuel deliveries, drafty penetrations on windward walls, and “reasonable time” standards for clearing snow and ice. We also talk friendly fire versus hostile fire, linear burn patterns that suggest accelerants, and why early manufacturer notification can make or break a recovery. If you work with renters, you’ll get talking points for contents coverage and loss-of-use, and if you manage a team, we offer ways to bridge training gaps without overwhelming new adjusters. We don’t skip the human side either: holiday burnout is real, and clear choices—simpler gatherings, fewer decorations, better checklists—help keep stress down and claims up to standard. Whether you’re in property, auto, liability, or workers’ comp, this seasonal playbook will sharpen your field questions, improve your evidence handling, and guide insureds and third parties toward the path that serves them best. Subscribe, share with a colleague, and leave a review to help more adjusters find the show—then tell us your toughest winter claim and what you’d do differently next time. 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.

    57 min

  7. 12/04/2025

    Episode #83 - Rules Of The Road For Adjusters: Fault, Foreseeability, And Last Clear Chance

    Send a text We rethink “rules of the road” from an adjuster’s view, showing why left-hand turns aren’t always at fault, how point of impact changes everything, and when last clear chance controls the outcome. Practical field tips help you collect better evidence, weigh foreseeability, and assign fair liability. • left-hand turns, control of the intersection, point of impact • duty to yield, duty of reasonable care, last clear chance • comparative negligence across merges, passes, and hills • weather and visibility shaping foreseeability and speed choice • truck wide-right turns and squeeze hazards • evidence gathering using cameras, debris, skid marks, telematics • emergency vehicles, yielding protocols, municipal immunities • four-way stop logic and practical right-of-way choices • why tickets don’t decide liability and how to argue fault • calls for listener topics, guests, and feedback on platform of choice Please like, follow, subscribe, share, and comment so the algorithm picks us up and we can grow. If you listen on Spotify, drop your comments on LinkedIn. For independent adjusting services, visit www.autin.claims and use the contact us tab to join our roster. Give us five stars and a review. 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

  8. 11/20/2025

    Episode #82 - Giving Thanks (and Adjusting Attitudes)

    Send a text 🎧 Spotify Episode Description  Episode 82: Giving Thanks — Bill’s Back! This Thanksgiving episode is all about gratitude. Bill returns to the podcast, and we share what we’re thankful for — from the people who make our work meaningful to the everyday wins that keep us going in the P&C claims world. Whether you're driving to a loss site, reviewing files, or heading home for the holiday, take a moment with us to reflect on the good stuff. 💛 What are you grateful for this year? Share your thoughts with us on LinkedIn or Spotify’s Q&A — we’d love to hear from you. Follow, rate, and tap the bell so you never miss an episode. #TheArtOfAdjusting #ClaimsAdjuster #InsurancePodcast #Thanksgiving #InsuranceProfessionals #DailyClaims #AutenClaims 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.

    46 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
    89
  • Rating
    Clean
  • Copyright
    © 2026 The Art of Adjusting® Podcast
  • Show Website
    The Art of Adjusting® Podcast