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The Art of Adjusting
Writing Down the
Unwritten Rules
of Claims Handling

Every profession has its unwritten rules which practitioners learn through on-the-job training. Being a claims adjuster is no different, except that insurers expect the claims department to shoulder more and more duties with less personnel-- leaving little time for training from seasoned adjusters. This is exacerbated by the "brain drain" of the Baby Boomers leaving and no clear educational process for adjusters.


The Art of Adjusting: Writing Down the Unwritten Rules of Claims Adjusting will help the adjuster:

  • Write better reservation of rights letters

  • Handle irate insureds and claimants in a more professional manner

  • Understand how to read an estimate and medical records.


Chantal M. Roberts, CPCU, AIC, RPA, is a claims handling, standards, practices, and procedures expert witness with 20-plus years' experience as a multi-lined claims adjuster.


In her first book, she attempts to bridge the gap between being a new adjuster and a seasoned hand by offering some of the lessons she learned so that adjusters can get back to doing what they are meant to do: settle claims quickly, proficiently, and economically.

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Articles are published under CMR Consulting Corporation

Yes, I Have a Reservation! The Dos and Don'ts of Reservation of Rights Letters

A reservation of rights letter is a carrier’s notification to the insured of potential coverage issues. It prevents waiver of the insurer’s rights to deny coverage under the policy at a later date. From the standpoint of the insured, these letters can be intimidating and scary; from the standpoint of the adjuster, they can be onerous. By presenting a fictitious claim, this article will dissect the reservation of rights letter to make it more palatable for both the insured and insurance company.

Riots, Civil Commotion, and Vandalism at the Capitol

History provides a great opportunity to learn from past mistakes to avoid repeating them today. Consider this semi-fictitious account of another invasion of the Capitol. Benjamin Franklin organized the oldest property insurance company in the U.S. in 1752. He recognized the need to protect buildings from losses such as fire. Like so many good ideas, Congress decided it did not need insurance on any federal government buildings.

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