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The 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 stem from balance sheet weaknesses, not income statement problems.

The roots of our current crisis trace back to 2018 when carriers made a fateful decision to reduce reinsurance purchases, effectively doubling their growth rate while increasing catastrophic exposure. When devastating Midwest storms struck and investment losses mounted, the industry's surplus position deteriorated dramatically. What's particularly troubling is Burand's revelation that some major carriers have borrowed significant portions of their surplus or invested heavily in junk bonds, creating serious quality concerns beyond mere quantity issues.

For claims professionals, these market dynamics directly impact daily operations through staffing reductions, heightened scrutiny of settlements, and increased pressure to control costs. Understanding the "why" behind these changes provides valuable context for navigating today's challenging environment.

We also explore how third-party litigation funding, excessive verdicts, and problematic risk assessment models are creating scenarios where certain risks simply can't be priced at any level. These structural challenges suggest the current hard market may persist much longer than historical patterns would indicate.

Whether you're an insurance adjuster trying to understand why your job just got harder, a broker explaining premium increases to clients, or simply someone curious about the forces shaping the insurance landscape, this conversation provides essential insights into the trillion-dollar tightrope the industry is currently walking.

Ready to deepen your insurance industry knowledge? Subscribe now and join our community of claims professionals committed to mastering the art of 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 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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What 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 injustice but face constraints beyond their control.

The conversation takes a lighter turn with Chantel's account of perhaps the strangest claim ever filed: a truck driver who insisted aliens abducted him, took his 18-wheeler for a joyride, and abandoned it in the Nevada desert. Despite the obvious Ambien-induced explanation, the claim was actually covered - creating the surreal situation of documenting extraterrestrial vehicle theft.

We also address serious safety concerns adjusters face in the field - from confrontational policyholders to having ladders removed while on roofs. Our hosts offer valuable advice for new adjusters on de-escalation techniques and maintaining professionalism when being recorded by hostile parties.

Beyond the technical aspects of policies, adjusting is fundamentally about people navigating difficult situations. Whether you're an experienced adjuster or considering entering the field, this candid conversation reveals the human stories behind the paperwork and the emotional intelligence required to handle them effectively.

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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Every 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 them afraid to take any action that might jeopardize their claim.

I walk through the delicate balancing act adjusters must perform: we can't directly tell insureds to make repairs (creating potential liability), yet we must communicate policy requirements to protect property from further damage. This requires becoming translators of "insurance-ease" into plain English while acknowledging the insured's legitimate concerns.

The most effective approach combines verbal explanations with written documentation. Phone conversations allow for nuanced discussion and tailored examples that address specific fears, while follow-up letters provide clarity and record-keeping. I share specific language and techniques that help insureds understand complex concepts like supplements, file reopening, and the difference between contractor estimates and insurance payments.

For adjusters dealing with stalled claims, this episode provides both empathy for the insured's perspective and practical strategies to move claims forward without overstepping professional boundaries. By addressing the underlying fear, we can help policyholders protect their property while maintaining trust in the claims process.

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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To 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 must replace undamaged portions of siding or roofing to maintain a uniform appearance – and how this varies dramatically based on policy language, state regulations, and court interpretations.

The episode offers a candid look at why homeowner expectations often clash with policy realities. Many policyholders purchase policies with cosmetic damage exclusions or percentage-based deductibles without fully understanding these limitations until they file a claim. Chantel emphasizes that while adjusters didn't create these misunderstandings, effective communication becomes their responsibility during the claims process.

Particularly valuable is Chantel's practical advice for handling supplements, setting clear expectations with insureds about the repair process, and balancing thorough investigations with prompt payment. With storm events generating massive claim volumes (147,000 claims and $442 million in payments in Kansas alone in 2023), adjusters must master both technical assessment skills and effective communication strategies.

Whether you're an experienced adjuster, new to the profession, or a homeowner trying to understand your coverage, this episode provides essential knowledge about how hail claims are evaluated and settled. Subscribe to the Art of Adjusting podcast for more insights into the complex world of insurance claims handling.

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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When 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 territory. You'll learn why this seemingly arbitrary percentage exists, how different states regulate it, and what options remain when your car is deemed "totaled" despite being mechanically sound.

Salvage titles represent another crucial piece of the hail damage puzzle. Bill and Chantel walk through the entire process—from initial damage assessment to title conversion through your state's DMV—explaining how this designation affects your ability to drive, sell, or insure your vehicle moving forward. Their candid discussion highlights the frustrating reality that cosmetically damaged but functionally perfect vehicles must carry this stigma.

Perhaps most valuable is their examination of diminished value claims—the often-overlooked financial loss that occurs when your vehicle's market value drops simply because it has damage history, even after perfect repairs. The hosts explore the evolution of these claims, why insurance companies have historically resisted them, and how today's information-rich environment has forced the industry to acknowledge this economic reality.

The episode features fascinating real-world examples, including a massive seven-dealership claim with a $3 million deductible where Ferrari and Maserati inventory received priority protection while everyday vehicles faced nature's wrath. Special considerations for leased vehicles round out this essential guide for anyone who parks their car under the open sky.

Want to protect yourself before the next storm hits? Subscribe to The Art of Adjusting podcast for more insider knowledge from experienced claims professionals who understand both sides of the insurance equation.

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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This 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 complexities of claims adjusting

For those wishing to gain further insights, check out Fred Fisher's new book Claims-Made Insurance. His deep knowledge offers essential understanding for anyone in the insurance business.

Be sure to check out his upcoming webinar as well.

This audio has been edited and engineered by Nicholas Kearns, 585-545-9976, njkearns11@gmail.com

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, 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 deeper fulfillment in their work.

We also tackle the often-overlooked topic of mental health and self-care in the claims profession. From the demands of catastrophe response to the everyday stress of handling complex cases, we discuss ways to maintain well-being, reduce burnout, and create a culture of support and transparency within the industry.

Looking ahead, the future of claims adjusting is evolving with AI advancements and a growing workforce gap. Heather shares her perspective on how the industry must adapt training programs, attract new talent, and balance technological efficiency with the human touch that remains at the heart of the profession.

Join us for this insightful conversation as we uncover strategies for staying resilient, strengthening industry relationships, and shaping the future of claims adjusting.

This audio has been edited and engineered by Nicholas Kearns, 585-545-9976, njkearns11@gmail.com

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 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 hotels, businesses, and tech platforms accused of facilitating trafficking—knowingly or unknowingly.

Key topics include:

• Negligence vs. Intentional Acts – How liability is determined under insurance policies.
• The Role of Business Owners – What responsibility do hotels, landlords, and other entities have in preventing trafficking?
• The Intentional Harm Exclusion – Breaking down whether insurance should cover businesses complicit in these crimes.
• Moral and Ethical Dilemmas – Can (or should) insurers be required to defend such claims?
• Legal Precedents and Policy Language – What courts are saying about coverage obligations.

Bill and Chantal also tackle broader industry issues, including the duty to defend vs. the duty to indemnify, policy exclusions, and how insurers should respond when policyholders are accused of unethical or illegal behavior.

This episode is essential listening for insurance adjusters, claims managers, risk professionals, and legal experts navigating complex liability issues in today’s world.

This audio has been edited and engineered by Nicholas Kearns, 585-545-9976, njkearns11@gmail.com

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.