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Ever 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 weapons

Whether you’re a seasoned adjuster or just starting out, this episode will help you handle high-stakes conversations with clarity and confidence.

👉 Listen now and level up your claims game!

🔗 [Follow the show and get notified about our next episode on bankruptcy, insolvency, and reserves—dropping July 31!]

To reach Sandy, visit RiskInfluencer.org.

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.

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In 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 the public often misunderstands what adjusters actually do.

If you’re an adjuster, agent, or just curious about the real work behind insurance claims, this episode will give you a fresh appreciation for the skills—and heart—it takes to do the job well.

Tune in to learn:
✅ Why adjusters are the modern Renaissance people of insurance
✅ Strategies for managing complex and emotional claims
✅ The hidden barriers to growing your insurance career
✅ How adjusters can educate consumers and improve the industry’s reputation

👂 Listen now and discover your own adjuster superpowers.

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.

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.

Send us a text

What 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 broaden the conversation to include business interruption coverage, active shooter insurance, and California’s workplace violence prevention requirements.

This is one of those episodes where claims handling meets crisis management.

Tune in for insight, empathy, and the tools to guide insureds through the aftermath of trauma.

🔗 Mentioned in this episode:
• Article by Chantal Roberts & Nancy Germond: How Active Assailant Insurance Can Help Your Business Survive
• Contact: Paul Marshall, McGowan Programs – Active Shooter Division pmarshall@mcgowanprograms.com

🗓️ Next Episode drops July 3: Adjuster Super Powers – just in time for the long 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.