When it comes to claims adjuster books, most fall into one of two categories: too basic to be helpful, or too academic to be practical. The Art of Adjusting® strikes the perfect balance. Whether you’re just starting out in the industry or you’ve been adjusting claims for decades, this is one of the most relevant and insightful books I’ve read in years. It covers both property and liability claims with clarity, candor, and real-world examples that resonate.
If you want to see the physical copies we ordered, check out the video!
Chapter-by-Chapter Breakdown
Chapter 1: Foundational Concepts
This chapter sets the stage, introducing core principles of insurance and claim handling. It’s a must-read for new adjusters, but also serves as a valuable refresher for industry veterans. The discussion of different types of insurance contracts is especially well-done.
Chapter 2: Understanding Coverage
Here, author Chantal Roberts, walks through a detailed scenario involving hurricane damage, where both wind and flood are involved. It’s a practical demonstration of how adjusters must interpret what is and isn’t covered. As a liability-focused adjuster, I appreciated the clarity even though the focus was on property claims. A deeper dive into liability scenarios would’ve been a bonus.
Chapter 3: The Adjuster’s Role
This chapter captures the heart of what we do, deciphering truth from conflicting stories. Chantal Roberts does a great job explaining how small linguistic choices can carry major legal weight, particularly with emerging risks like cannabis coverage. I would’ve liked to see further exploration of language nuances, especially how something as small as a comma placement can affect coverage determinations.
Chapter 4: Where the Rubber Meets the Road
This chapter struck a chord. Roberts calls adjusting “where the rubber meets the road,” which is exactly how I’ve described the profession throughout my career. The mention of traditional, fast-track, virtual, and touchless claim handling methods was intriguing, though these deserved more detailed treatment. A standalone chapter on modern claim-handling models would have been ideal.
Chapter 5: Next Steps in Property Claims
This section outlines procedural next steps in property investigations. It’s solid, though brief. A small segment on liability claim processes is included here, but would’ve been better developed in its own section.
Chapter 6: Litigation Management
This chapter handles the flow of litigation, pleadings, discovery, and strategy. However, it blends two distinct concepts: defending an insured and an insured suing their own carrier. The book misses an opportunity to clarify the different roles of coverage counsel and defense counsel. Still, the chapter succeeds in warning adjusters to always write notes with future litigation in mind.
Chapter 7: Ethics in Claims Handling
This is one of the most powerful chapters. It presents real ethical dilemmas, like whether to contact next of kin after a fatality, and emphasizes that ignoring a claim never makes it go away. Good adjusting often means doing the hard thing, early. Ethics isn’t just a compliance issue, it’s a matter of professionalism.
Chapter 8: The Adversarial Nature of Claims
Roberts tackles the question: is claims handling inherently adversarial? Her answer: often yes, but it doesn’t need to be hostile. Civility and education can go a long way. She also notes that overworked, undertrained adjusters are a liability. I couldn’t agree more. A burned-out adjuster is a risk factor, not a resource.
Chapter 9: The Power of File Notes
This might be the most practical chapter in the book. Roberts covers how abbreviations, vague notes, or incomplete entries can harm a case. Her advice? Write your notes as if a judge, a claimant, or defense counsel will read them, because they just might. That mindset alone can elevate any adjuster’s work.
Chapter 10: Hot-Button Property Issues
Overhead and profit. Depreciation. Line of sight. These topics stir endless debate, and Roberts doesn’t shy away. This chapter explains why inconsistency across carriers causes friction with contractors and fuels litigation. Without reform, these unresolved issues will continue to harm the industry’s reputation and drive up costs, especially in volatile states like Florida.
Chapter 11: General Liability Claims
This chapter is especially strong for liability adjusters. It breaks down bodily injury valuation, negotiation tactics, and the experience-based judgment calls that make or break a case. The distinction between liability and coverage is also well explained, crucial knowledge for adjusters handling injury claims. Educating policyholders and claimants on that difference is a professional duty.
Chapter 12: The Heart of the Book
The final chapter is a greatest-hits summary of everything a high-level adjuster does every day. If you can handle the tasks outlined here without hesitation, you’re not just competent, you’re elite. This chapter hits home for adjusters who’ve been through the wringer and come out better for it.
Final Verdict
If you’re building your professional library of claims adjuster books, this one belongs on your shelf, and likely open on your desk. It’s insightful, practical, and grounded in real-world experience. The included appendix is packed with forms, reference tables, and templates you’ll use repeatedly.
Key Takeaways
- Best for: New and experienced adjusters in both property and liability lines
- Why it stands out: Combines practical examples, legal insight, and ethical guidance
- Most useful chapters: File notes, litigation management, and liability evaluation
- Keep it for: The appendix and quick-reference tools
Looking for more claims adjuster books that are actually useful in the field?
This one delivers. Whether you’re training a new hire or brushing up after 20 years in the business, you’ll walk away sharper.
For a lighthearted approach to claims, be sure to check out the successful book, Once Upon a Claim, also by Chantal Roberts!
If you are a business owner related to the insurance industry, I highly recommend customizing your order with a gift page printed inside to help promote your company. To do this, just email the publisher at editor@tiltingatwindmillspress.com
By partnering with Auten Claims Management, you can leverage our expertise to make informed decisions that protect the interests of your company and policyholders. Take the first step towards better claim management by contacting us today to learn more about our personal injury claims investigation services. Together, we can achieve optimal outcomes for all parties involved. We’ll get the facts, so you can make the right decisions on your claims. We’re on your team. We’re on your team. Contact us today.