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One missing piece of evidence can turn a clear claim into a costly argument, and it usually happens fast. We break down the idea of the “million-dollar file” and why the most important decisions often get made on day one, long before depositions, experts, or mediation show up.

I walk through what strong evidence retention looks like in real investigations: identifying what actually matters, moving quickly to preserve it, and avoiding evidence spoliation claims that can damage credibility and limit defenses. We talk about practical realities too, like confirming who owns an item before you collect it, getting written permission when needed, and coordinating storage and access when multiple parties may need to inspect the same piece of equipment.

We also dig into the details that make evidence usable later. Chain of custody documentation is the quiet backbone of a defensible file, and digital evidence brings its own risks and opportunities. Photos and video can carry metadata like date, time, and GPS location, but that data can disappear when files get emailed, reformatted, or saved the wrong way. I also share when it makes sense to bring in forensic experts to recover metadata or evaluate whether images were altered.

Finally, we connect evidence preservation to coverage decisions, including situations where the make and model of a vehicle or equipment can affect policy exclusions. If the item is sold, destroyed, or mixed back into a rental fleet, the investigation gets harder and the stakes rise.

If you found this helpful, subscribe, share it with a colleague, and leave a review. What’s the one piece of evidence you’ve seen go missing that changed everything?

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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The quickest way a claim goes sideways is not a coverage dispute or a tough claimant. It’s one small word that sneaks into our thinking and hardens into “truth” before we’ve earned it: assume. We talk candidly about how assumptions show up in real insurance adjusting work and why they lead to extra work, bad decisions, and sometimes lawsuits when new facts surface later in discovery or deposition.

We get specific about where bias starts, especially in the first loss notice. Agents and insureds may write a convincing narrative using everyday words that don’t match policy definitions, and if we anchor on that version, we can miss the real cause of loss or the real liability issues. We walk through how to separate facts vs opinions vs assumptions, how confirmation bias traps even experienced adjusters, and why “right fighting” can quietly wreck your file.

From there we dig into practical investigation habits: using careful claim note language like alleged, reported, and confirmed; avoiding assumptions when you inherit a file; and checking what actually controls liability through contracts, ownership, leases, snow removal agreements, and additional insured language. We also hit a modern reality for liability claims and property claims: cameras are everywhere, so asking about video and canvassing nearby locations can change the outcome fast. You’ll leave with a clearer framework for making educated inferences under deadlines without pretending you have all the facts.

Subscribe, share this with an adjuster friend, and leave a review if the show helps you handle claims with more confidence and less bias.

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 Fan Mail

Episode 100 lands with a twist: we’re finally recording together in person for the first time. After years of remote calls, we sit down with cake, swag, and a live “peanut gallery” to tell the origin story of how The Art of Adjusting Podcast grew from random conversations into a claims adjusting show that now reaches thousands of listeners.

We talk about how we actually met, starting with LinkedIn and a shared love of old-school noir, then moving to Clubhouse during COVID when live audio rooms felt like talk radio for insurance people. That experiment turns into the Daily Claims podcast, and when solo recording gets tough, we team up, split the work, and build something more sustainable. Along the way we share our real career paths into insurance claims, from corporate training with big insurance companies to construction-to-adjusting, plus what expert witness work is really like and why depositions can be maddening.

Then we get practical about the future of the insurance industry: AI in claims, automation, and the hidden training problem no one wants to admit. If AI handles the easy claims, where do new adjusters learn the craft before they’re handed complex files? We also come back to the most human skill in the job, whether you handle property, auto, workers’ comp, or liability claims: trust. Sometimes the best thing you can say is, “I don’t know, but I’ll find out and call you by 4,” and then you actually do it.

Subscribe, share this with an adjuster friend, and leave a five-star review so more people can find the show. What’s one change you want to see in claims over the next five years?

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.