Adjusters are on the frontlines of the property and casualty landscape, and need to apply strategic thinking, empathy, and innovation to every complex claim. Using real-world examples and personal insights, experienced adjusters will offer proven techniques for breaking large loss claims into clear, actionable phases, from investigation to resolution, and share the technology and AI tools they are using to reshape the claims process.  This session will illustrate how adjusters master soft skills to de-escalate conflict and rebuild policyholder trust, while highlighting the critical role adjusters play in minimizing leakage and strengthening claims defensibility.