--- title: "When Claims Go Viral: The Rise of Adjusters on SocialMedia" description: Discover how social media is transforming the role of claims adjusters, balancing transparency and privacy in the insurance industry. image: https://insnerds.com/hubfs/AI-Generated%20Media/Images/The%20image%20depicts%20a%20modern%20claims%20adjuster%20sitting%20at%20a%20sleek%20desk%20surrounded%20by%20dual%20monitors%20displaying%20social%20media%20platforms%20like%20TikTok%20and%20Instagram%20%20A%20vibrant%20array%20of%20sticky%20notes%20and%20educational%20posters%20adorns%20the%20walls%20highlighting%20key%20insu-1.jpeg --- 4 min read # When Claims Go Viral: The Rise of Adjusters on SocialMedia [![Picture of Cara Carlone](https://insnerds.com/hubfs/Cara%20Carlone%20headshot%202025.jpeg) Cara Carlone ](https://insnerds.com/insights/author/cara-carlone) : Jul 10, 2025 8:14:49 PM [adjuster](https://insnerds.com/insights/tag/adjuster) [adjuster life](https://insnerds.com/insights/tag/adjuster-life) [Claims](https://insnerds.com/insights/tag/claims) ![When Claims Go Viral: The Rise of Adjusters on SocialMedia](https://insnerds.com/hubfs/AI-Generated%20Media/Images/The%20image%20depicts%20a%20modern%20claims%20adjuster%20sitting%20at%20a%20sleek%20desk%20surrounded%20by%20dual%20monitors%20displaying%20social%20media%20platforms%20like%20TikTok%20and%20Instagram%20%20A%20vibrant%20array%20of%20sticky%20notes%20and%20educational%20posters%20adorns%20the%20walls%20highlighting%20key%20insu-1.jpeg) Not long ago, the work of a claims adjuster occurred quietly behind the scenes, often in cubicles, over the phone, or via email. Consumers had a limited view into the process, if any. Now, thanks to social media, it has since changed. An increasing number of adjusters are now sharing their interactions with customers on platforms like TikTok and Instagram. Edited clips of phone calls, walkthroughs of damage, or play-by-play case commentary are gaining traction among viewers who are looking for transparency into how claims and the industry work. This shift is both intriguing and unnerving for industry veterans. What does it mean when a claims role traditionally grounded in confidentiality and discretion now doubles as content? And how should we as an industry respond? The Risks There are some obvious risks with these videos, both from a privacy and ethical standpoint. Recording or sharing claims details, even if identifying information is omitted, raises some legal questions. Is it appropriate for a licensed insurance professional, entrusted with sensitive personal information, to share a private conversation with the public? Some states have two-party consent laws, which means that all parties to a conversation must be aware of and agree to its recording. Insurance companies routinely disclose that calls are recorded for quality assurance and training. But an adjuster secretly recording and then posting on a public platform opens a Pandora's box of legal risks. Sharing any part of a claim to an unauthorized representative could create exposure for lawsuits at worst, or violate company policy, at best. Additionally, there’s a reputational risk to the industry. While some adjusters are genuinely using social media to educate, others are veering into territory that feels performative or antagonistic. Conversations can be misinterpreted or selectively edited. A policyholder, already vulnerable after a loss, could be mortified to learn their private conversation has become entertainment. When the tone shifts from “here’s how the process works” to “watch me make a joke out of this insured,” we lose the plot and the trust. The Appeal However, an argument can be made that this content benefits the industry. For instance, the average consumer doesn’t understand how insurance claims work. Unless you’ve been through a loss, there’s no reason you would know the difference between replacement cost and actual cash value, or what qualifies as sudden and accidental. Claim videos, especially those that break down real-life claims in simple terms, fill a critical knowledge gap. Consumers learn what adjusters actually do, why certain expectations (or myths) don’t hold up, and they understand how decisions are made. In many cases, they walk away with a better understanding of their policies, sometimes for the first time. Just as importantly, this content shows the human side of the profession. Adjusters are misunderstood and often vilified, despite their incredibly thorough, emotionally charged work. Seeing adjusters speak calmly, explain things clearly, and express empathy in a loss situation can help shift public perception. It also acts as a recruiting tool. For a younger generation unsure what insurance careers look like, these clips offer a glimpse into a job that’s rarely discussed but critically important. Visibility is a powerful tool for an industry facing a growing talent gap. The Solution We can’t ignore the benefits of public education and career visibility. But we also can’t afford to be careless with consumer trust when our industry has a reputation problem to begin with. It’s time for the industry to get ahead of the conversation. To me, this means: 1. Developing Clear Social Media Policies that Reflect Evolving Norms and Technologies Social media has evolved beyond personal updates and casual sharing. It’s now a mainstream platform for education and branding. In the insurance industry, where confidentiality and professionalism are of utmost importance, companies need updated policies that provide clear boundaries while recognizing the realities of a digitally connected workforce. In the wake of remote and hybrid work, employees are more autonomous. Without clear guidance, well-meaning professionals might blur the lines between education and entertainment. Strong policies should outline what types of content are acceptable, dos and don’ts, address recording and consent laws, and provide direction on how to balance transparency with professionalism. These policies shouldn't just be restrictive. They should also empower employees to be responsible ambassadors for the brand. 2. Train Professionals on How to Educate Without Disclosing or Exploiting Adjusters and insurance professionals can educate the public without crossing ethical lines. But doing so requires training. Teams need guidance on how to speak about claims in a generalized way, how to anonymize examples without distorting facts, and how to avoid using tone or language that could come across as dismissive or sarcastic. This kind of training should focus on ethical storytelling, consent, and the psychology of vulnerability, recognizing that policyholders are often in moments of crisis when they interact with claims professionals. The goal is to equip adjusters with the tools to share knowledge responsibly, not to silence them entirely. 3. Creating our own public-facing content, sanctioned and thoughtful, that explains what we do and why it matters If we want to control the narrative around the industry, we need to contribute to it. That means producing thoughtful, accurate, and human-centered content that explains claims processes, clarifies common misconceptions, and highlights the expertise and empathy involved in this work. This content could take many forms, such as short explainer videos, behind-the-scenes features, claim process walkthroughs, etc. But the content needs to meet consumers where they are, on the platforms they use. It should be focused on education, and not a sales pitch that consumers can see through. When created and distributed by the industry itself, this content builds trust and reinforces credibility while protecting sensitive information. It also helps set the tone for how insurance work is portrayed publicly, rather than leaving it entirely in the hands of influencers or rogue creators. Insurance organizations should stop reacting to the content others make and start creating the kind they wish those creators would. Closing Thoughts Consumer appetite for transparency is real and growing. The choice isn’t whether insurance organizations participate, but how. We must lead with integrity, safeguard what matters, and use this moment to reinforce the trust at the heart of every claim. The future of our profession depends on it. [![The Vowels of an Ultimate Claims Experience – O = Ownership](https://insnerds.com/hubfs/Imported_Blog_Media/8f68cd3621c1ed82d89a91aeb3747462-Jan-03-2025-02-52-27-1181-AM.jpeg) ](https://insnerds.com/insights/the-vowels-of-an-ultimate-claims-experience-o-ownership) 2 min read #### [The Vowels of an Ultimate Claims Experience – O = Ownership](https://insnerds.com/insights/the-vowels-of-an-ultimate-claims-experience-o-ownership) [John Bachmann](https://insnerds.com/insights/author/john-bachmann) : Dec 11, 2019 12:00:00 AM The Vowels of an Ultimate Claims Experience – O = Ownership by John Bachmann As we continue going through the Vowels of an Ultimate Claims... 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[adjuster](https://insnerds.com/insights/tag/adjuster) [story telling](https://insnerds.com/insights/tag/story-telling) [The Nerdery](https://insnerds.com/insights/tag/the-nerdery) [adjuster life](https://insnerds.com/insights/tag/adjuster-life) [InsurTech](https://insnerds.com/insights/tag/insurtech) [insurance vlog](https://insnerds.com/insights/tag/insurance-vlog) [claims life](https://insnerds.com/insights/tag/claims-life) [The Insurance Nerdery](https://insnerds.com/insights/tag/the-insurance-nerdery) [insurance life](https://insnerds.com/insights/tag/insurance-life) [Claims](https://insnerds.com/insights/tag/claims) [insurance vlogging](https://insnerds.com/insights/tag/insurance-vlogging) [Insurance Industry](https://insnerds.com/insights/tag/insurance-industry) [insurance](https://insnerds.com/insights/tag/insurance) [Conferences & Events](https://insnerds.com/insights/tag/conferences-events) [Video](https://insnerds.com/insights/tag/video) [insure tech](https://insnerds.com/insights/tag/insure-tech) [Read More](https://insnerds.com/insights/insurtech-v-traditional) ![](https://px.ads.linkedin.com/collect/?pid=7110236&fmt=gif) ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Cara Carlone", "url" : "https://insnerds.com/insights/author/cara-carlone" }, "dateModified" : "2025-07-11T00:15:21.219Z", "datePublished" : "2025-07-11T00:14:49.000Z", "headline" : "When Claims Go Viral: The Rise of Adjusters on SocialMedia", "image" : [ "https://insnerds.com/hubfs/AI-Generated%20Media/Images/The%20image%20depicts%20a%20modern%20claims%20adjuster%20sitting%20at%20a%20sleek%20desk%20surrounded%20by%20dual%20monitors%20displaying%20social%20media%20platforms%20like%20TikTok%20and%20Instagram%20%20A%20vibrant%20array%20of%20sticky%20notes%20and%20educational%20posters%20adorns%20the%20walls%20highlighting%20key%20insu-1.jpeg" ], "mainEntityOfPage" : { "@id" : "https://insnerds.com/insights/when-claims-go-viral-the-rise-of-adjusters-on-socialmedia", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://insnerds.com/hubfs/InsNerds%20Large%20print%20quality.png" }, "name" : "Insurance Nerds" } } ```