Summary

In this episode, Elizabeth Dodson interviews claims consultant Chantal Roberts, who shares her extensive experience in the insurance industry. They discuss the role of an adjuster in the claims process, the responsibilities of homeowners, and how to effectively communicate and support each other during claims. Chantal emphasizes the importance of understanding the claims process, the need for homeowners to provide necessary information, and the mutual responsibilities of both parties in achieving a successful resolution. In this conversation, Elizabeth Dodson and Chantal M. Roberts discuss the complexities of home insurance claims, emphasizing the importance of clarity, communication, and proactive measures for homeowners. They explore the responsibilities of homeowners, the intricacies of insurance estimates, and the dynamics between adjusters and homeowners. The discussion highlights the need for homeowners to understand their policies, effectively communicate with their adjusters, and take necessary actions to mitigate damages. The conversation concludes with insights on the human element in claims processing and the importance of maintaining a cooperative relationship with insurance professionals.

About out Guest:

Chantal M. Roberts, CPCU, AIC, RPA, ITP, is a claims consultant, expert witness, professor, and author with over 25 years of experience. She specializes in claim handling standards and litigation support. Chantal is also a Bankrate Expert Contributor, writing about insurance in a clear, relatable way. She teaches at BMCC–CUNY and The Institutes and is the author of The Art of Adjusting and Once Upon A Claim - www.cmrconsulting.net

Special offer for our audience: a discounted version of Chantal's book here Buy Once Upon A Claim: Fairy Tales to Protect Your Ass(ets)

Takeaways

• Chantal Roberts has over 25 years of experience in claims consulting.
• Adjusters often handle a large volume of claims, making their role challenging.
• Homeowners need to understand their responsibilities in the claims process.
• Mitigation is crucial to prevent further damage during a claim.
• Communication between homeowners and adjusters is key to a smooth process.
• Homeowners should provide all necessary documentation to their adjuster.
• The claims process involves several steps, including investigation and resolution.
• Adjusters are there to facilitate the claims process, not to deny claims.
• Understanding the insurance policy is essential for homeowners.
• Both parties have responsibilities to ensure a successful claims outcome. Clarity is essential for homeowners during the claims process.
• Homeowners must understand their responsibilities and insurance policies.
• Effective communication with adjusters can expedite claims.
• Mitigation of damages is crucial to avoid further losses.
• Homeowners should be proactive in providing information to adjusters.
• Understanding estimates is vital for homeowners to avoid confusion.
• Adjusters handle numerous claims and may not remember individual cases.
• Building a good relationship with adjusters can lead to better outcomes.
• Homeowners should document everything related to their claims.
• Trusting the process and being patient can lead to smoother claims resolution.

Sound bites

"We can't lowball you."

"It's a process."

"Trust the process."

Chapters

00:30 Introduction to Claims Consulting and Adjusting

02:27 The Role of an Adjuster in the Claims Process

09:08 Understanding the Claims Process for Homeowners

17:41 Navigating Adjuster Changes and Claim Management

21:13 How Homeowners Can Support Their Claims Process

27:10 Utilizing Technology for Home Insurance Claims

30:03 Understanding Responsibilities in the Claims Process

37:40 Navigating Communication with Adjusters

50:03 The Importance of Detailed Estimates

55:53 The Evolution of Communication in Claims Adjusting

59:25 Understanding the Claims Process

01:02:26 The Importance of Clarity in Communication

01:04:52 Mitigation Strategies for Homeowners

01:08:31 Navigating the Adjuster-Homeowner Relationship

01:13:06 Resources for Homeowners: Books and Tools0 Final Thoughts: Awareness and Preparedness for Homeowners