Risk managers following the adjusting profession say the job’s demands and the risks associated with being a professional adjuster are higher than they were even a few short years ago.

In a presentation to members of the Canadian Independent Adjusters’ Association (CIAA), professional liability insurance broker, ProLink points out that adjusters today generally need to navigate emotional clients, complex damage assessments and tight timelines. The risk environment is evolving fast, says Sandie Harris, ProLink’s director of client experience, with regulatory changes, market expectations and new exposures emerging, all changing adjusters’ risks and responsibilities.

“Being an adjuster today is very different than it was even six or seven years ago. You’re expected to be more than just evaluators. You’re analysts, investigators, communicators and often mediators. With those added expectations comes added exposure,” she told the group gathered for ProLink’s presentation, Adjusters in 2025: Risks, Trends & Protection Strategies. “You’re carrying more weight. Your risks are higher than ever.” 

Like insurance agents, there is no national license for adjusters – each province and territory sets its own licensing standards, rules and oversight. Harris notes that missing new compliance updates can lead to penalties. Workforce shortages, alongside increased climate-related events, generally means higher claims volumes, more complex cases and increased workloads for most.

“Even the policy language is evolving faster than ever. If you’re not staying current, you risk errors, misinterpretations and a potential liability claim. The bottom line is the environment you’re working in is more demanding and more complex than ever before,” she adds.

Harris says an adjuster’s first line of defense is to lean into best practices. “This is going to protect you professionally, legally and reputationally,” she says.

Her recommendations for adjusters include treating claimants with empathy. 

  • Avoid bias or conflicts of interest, disclose any conflicts and never accept outside inducements; avoid claims handling involving friends or family
  • Be transparent about your role
  • Respect privacy and legal rights, safeguard private data 
  • Uphold ethical codes, never engage in fraud or harm the industry’s reputation 
  • Document all correspondence, policy documentation, timelines and deliverables 
  • Stay within your authority
  • Inspect thoroughly, verify information and interview all involved parties
  • Adjust fairly for all sides

“Professionalism isn’t just about doing your job, it’s about how you do your job by staying ethical, objective and transparent. By thoroughly documenting your work you not only protect yourself, but you build trust and credibility. These practices are your foundation for long-term success in an increasingly high stakes environment,” Harris adds.

Other recommendations include communicating clearly, responding promptly and keeping claimants informed throughout the process by clearly explaining outcomes and deadlines in a supportive way.

Harris’ presentation concluded with the note that each province has different errors and omissions (E&O) insurance requirements for adjusters. “It is important that if you work in other provinces outside of Ontario that you are aware of these minimum limits,” she says.