Straight answers about claims training, CE, and how this works.

Most adjuster training covers inspection, scoping, and estimating. That is the technical half of the job, and the industry teaches it well.

Documentation and communication training covers what happens after: building a claim file that survives review eighteen months later, explaining a decision to somebody who was never there, and handling the conversations with policyholders, contractors, and public adjusters that decide whether a claim escalates or closes.

That second half is where claims actually fail, and almost nobody teaches it. It is what we train.

Licensed adjusters in Texas must complete 24 hours of continuing education every two years, including 3 hours of ethics. Requirements vary by state, and if you hold licences in several states you need to check each one separately.

Most available CE is technical. Very little of it addresses documentation defensibility, professional judgment, or the human side of claims handling — which is the gap our CE courses are being built to fill.

Not yet. The courses are in development and have not been certified by the Texas Department of Insurance or any other regulator.

We will not describe them as CE-eligible, approved, or accredited until they actually are. If a training provider is vague with you about this, that is worth noticing. You can join the waitlist and we will tell you the day it changes.

Because the promotion rewards one skill and then requires a completely different one.

An adjuster is promoted for technical excellence — clean files, good cycle times, few reopens. Then they are asked to coach, hold accountability, run difficult conversations, and lead a team through a catastrophe surge, having been selected purely on their ability to work files alone.

Nothing in the promotion supplies those skills, and most organisations never train for them. We call it the competence trap, and it is the subject of our claims leadership work.

It is measurable, and the size of the effect surprises people.

J.D. Power surveyed 5,178 homeowners who had filed a claim, then split them by a single variable: how easy it was to communicate with their insurer. Overall satisfaction came out at 777 on a 1,000-point scale when communication was very easy, and 337 when it was difficult. Same claim. Same payout. Different adjuster.

The failure points they identified were not technical either — leaving voicemails, having to call repeatedly with the same question, no timely follow-up. The full evidence is here, including the data that cuts against us.

Yes, and that is the main business. Programs are priced per adjuster per year so they scale with your roster: $109 for The File Standard, $189 for The Full Stack. Most firms start with a half-day Roster Readiness Session at $7,500, which includes 50 books. Annual partnerships start at $45,000.

Bulk book pricing starts at 25 copies, with a free 60-minute session included at 250 or more. Request a quote and a person comes back with a real number.

Catastrophe deployment is the highest-pressure, highest-turnover, highest-failure event in this profession. CAT leadership training covers staffing a surge, holding a team together through it, maintaining documentation standards when volume spikes, and preparing people honestly for what ninety days in a disaster zone actually does to them.

It is bought pre-season, not mid-season. More on the catastrophe work here.

A licensed independent insurance adjuster with catastrophe and large-loss experience, and a career educator with a doctorate in educational leadership and an executive MBA.

She has handled daily claims, large losses, and catastrophe deployments for national and regional carriers, independent adjusting firms, and state-level claims organisations. The combination matters: most people writing about claims leadership have never scoped a roof, and most people who have scoped a roof have never studied how adults actually learn. More here.

No. The technical details of a claim vary enormously by line, but the failure points do not. Documentation that cannot survive review, judgment that cannot be explained, and managers who were never trained to lead show up in property, casualty, auto, and workers’ compensation alike.

Most of our examples come from property and catastrophe because that is where Dr. Thomas worked, but firms deploy this across mixed rosters.

A pre and post Claims Leadership Self-Assessment across the roster, plus whichever operational numbers you already track — reopens, complaints, escalations, audit scores, roster return rate. The Full Stack includes an annual results report.

To be straight with you: we have published research showing the problem is real and expensive. We have not yet published outcome data proving our programs fix it, because we would rather wait until there is enough of it to be worth reading. Ask us about it on a call and we will tell you exactly where we are.