Adjusting Claims Is Only Half the Job — The Other Half Is Earning Trust

When a customer files a claim, they’re not just dealing with a process — they’re facing a disruption to their life. In that critical moment, service isn’t just helpful — it’s everything. Claims Service Guide is a practical, heartfelt, and deeply insightful exploration of what truly great customer service looks like in the claims world, from two industry veterans who’ve seen it all.

Chris Casaleggio and Patrick Kelahan bring decades of field-tested wisdom to one central truth: claims professionals are in the business of clarity, empathy, and trust.

Inside, you’ll discover:

• Why urgency is the heartbeat of service — and how to deliver it with care.

• The communication habits that separate the top adjusters from the rest.

• How to defuse tension and turn conflict into opportunity.

• What digital tools can (and can’t) do — and why the human touch still wins.

• How to empower adjusters to actually adjust, not just process.

Whether you’re handling everyday claims or leading teams through catastrophe response, this book gives you the mindset and tools to serve with strength, skill, and sincerity. Perfect for frontline adjusters, managers, executives, or anyone who believes that great service isn’t a department — it’s a promise.