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In this episode of The Art of Adjusting® Podcast, Chantal is joined by guest co-host Sandy Avina to unpack the messy—but fixable—world of insurance collaboration. What happens when adjusters, agents, and risk managers all think they’re steering the ship? Spoiler: chaos. But it doesn’t have to be that way.

We cover:
✔️ The surprising disconnect between “little R” risk managers and actual insurance strategy
✔️ Why agents often get trusted more than adjusters (even when adjusters know more)
✔️ Why that email chain isn’t helping—pick up the phone
✔️ How a recurring med spa laser malfunction became an insurance case study
✔️ Ways adjusters can share insights without crossing lines

Whether you're new to claims or you've been in the industry longer than a fax machine, this episode will give you insight (and maybe a laugh) about how we can all work together better.

📞 Communicate clearly. Collaborate smarter. And for the love of insurance—send the denial letter in the mail.

👉 Don’t forget to subscribe, like, and comment—especially if you’ve got your own story of miscommunication madness.

#InsuranceClaims #RiskManagement #AdjusterLife #InsuranceAgents #ClaimsHandling #TheArtOfAdjusting #InsurancePodcast #SandyAvina #ChantalRoberts #InsuranceEducation #CommunicationMatters

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

Ever wondered what it takes to transform an entire industry's culture? Amy Cooper, founder and CEO of RISE (Rising Insurance Star Executives), joins the Art of Adjusting podcast to reveal exactly how she's making it happen in the insurance world.

"I wanted this and it didn't exist for me, so I just said, ok, I'm going to build it," Amy explains, describing the origin of RISE. What began as a personal need has evolved into a comprehensive professional development ecosystem supporting insurance professionals at every career stage - from students entering the industry to executives climbing the leadership ladder.

At the heart of RISE's offerings is their innovative three-month mentorship program designed for busy professionals. Unlike traditional year-long commitments, this focused approach delivers maximum value through six structured meetings that emphasize developing crucial "human skills" rather than technical expertise. By intentionally pairing mentors and mentees across different segments of insurance, participants gain broader industry perspectives while building connections beyond their immediate work environment. For adjusters and claims professionals working remotely, this cross-functional exposure proves invaluable in combating isolation and expanding their professional network.

The annual RISE Leadership Summit embodies the organization's fresh approach to professional development. Taking place in Fort Lauderdale this June, the event deliberately breaks from traditional "stuffy conference" formats while delivering substantial educational content through TED-style talks from industry leaders. With separate tracks for individual contributors and management-level professionals, participants receive targeted development regardless of career stage. Beyond these flagship programs, RISE offers year-round engagement through their Innovators Lab, Wisdom Wednesdays, local events, and a newly launched community app.

Ready to level up your insurance career? Visit riseprofessionals.com to join for free and connect with this growing community of forward-thinking insurance professionals who are reshaping the industry's future together.

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

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.