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Content provided by William Auten & Chantal Roberts, William Auten, and Chantal Roberts. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by William Auten & Chantal Roberts, William Auten, and Chantal Roberts or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
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Episode #73 - When Claims Get Ugly: Mastering the Tough Conversations

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Manage episode 494954496 series 3360741
Content provided by William Auten & Chantal Roberts, William Auten, and Chantal Roberts. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by William Auten & Chantal Roberts, William Auten, and Chantal Roberts or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

Send us a text

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.

  continue reading

Chapters

1. Introduction to Tough Conversations (00:00:00)

2. Why Adjusters Procrastinate Difficult Calls (00:03:26)

3. Letting Claimants Vent Technique (00:08:01)

4. Managing Emotional Responses and Threats (00:15:34)

5. Setting Boundaries with Abusive Claimants (00:27:37)

6. Communication Tips and Plain Language (00:39:58)

7. Closing and Next Episode Preview (00:49:39)

73 episodes

Artwork
iconShare
 
Manage episode 494954496 series 3360741
Content provided by William Auten & Chantal Roberts, William Auten, and Chantal Roberts. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by William Auten & Chantal Roberts, William Auten, and Chantal Roberts or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

Send us a text

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.

  continue reading

Chapters

1. Introduction to Tough Conversations (00:00:00)

2. Why Adjusters Procrastinate Difficult Calls (00:03:26)

3. Letting Claimants Vent Technique (00:08:01)

4. Managing Emotional Responses and Threats (00:15:34)

5. Setting Boundaries with Abusive Claimants (00:27:37)

6. Communication Tips and Plain Language (00:39:58)

7. Closing and Next Episode Preview (00:49:39)

73 episodes

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