What does an insurance adjuster do? What to say, and what not to

The adjuster's job, step by step

1. Confirm the claim is one your policy covers, and which parts of it.
2. Inspect the damage, in person or from photos and video you send.
3. Write an estimate for repairs, and value the belongings on your list.
4. Take off depreciation and your deductible, and apply any limits in the policy.
5. Recommend a payment to the insurer, and explain the figures to you.

On a small claim this can all happen in one phone call. On a fire or a large water loss it can take weeks, with several visits, a contractor's estimate and a long back and forth over the list of what you lost.

Staff, independent and public adjusters

• Staff adjuster. An employee who works for the insurance company and handles its claims.
• Independent adjuster. A contractor the insurer hires, often after a big storm when its own staff can't keep up. They still represent the insurer.
• Public adjuster. Someone you hire, paid a share of the settlement, who represents you. Our guide to what a public adjuster does covers when that is worth it.

Most adjusters are fair and busy. But the one the insurer sends is checking your claim on the insurer's behalf, and knowing that helps you decide what to put in writing.

What happens at the inspection

The adjuster will walk the damaged rooms, take photos and measurements, and ask what happened. They may take moisture readings after a leak, or ask about the age of the roof after a storm. Expect it to take an hour or two for a house, longer if several rooms or the roof are involved.

• Have your policy's declarations page and claim number to hand.
• Show them every damaged area, including the closet and the garage, not just the obvious room.
• Keep the damaged things they will want to see, and photos of anything you had to throw out.
• Have a start on the list of belongings, even if it isn't finished.
• Ask when you will get the estimate, and ask for it in writing.

What to say to an insurance adjuster

• What happened, in order, and what you saw. Stick to what you know.
• When you found the damage and what you did to stop it getting worse.
• That your list of belongings is in progress, and when you will send it.
• What you need from them: the next step, the date for it, and what paperwork they want.
• Whether you can get an advance for living costs if you can't stay at home.

After every call, send a short email that sums up what was agreed. It takes two minutes and settles most later arguments about who said what.

What not to say to an insurance adjuster

• Don't guess at the cause or the timing. "I don't know when it started" is a complete answer.
• Don't accept or turn down a figure on the call. Say you will look at it in writing.
• Don't sign a release or a final proof of loss until you have read it and your list is complete.
• Don't round values up. An inflated claim can void the whole thing, and an honest list with receipts is stronger.
• Don't say the list is complete if it isn't. Things you remember later can be added to an open claim.

If the adjuster asks for a recorded statement, you can ask to schedule it for a day you are ready. Read the duties after a loss in your policy first: most require you to cooperate, and that usually includes a statement.

How the adjuster values your belongings

For each item the adjuster finds a replacement price, then takes off depreciation for its age and condition. The result goes on a schedule you can ask to see line by line. A detailed loss report with model numbers, ages and prices leaves them less to estimate, and less to estimate low.

When the paperwork reaches the form stage, our guide to the proof of loss explains what you are signing and what to check first.

If you disagree with the adjuster

Ask for the estimate in writing and find the specific lines you disagree with. Send your own evidence for each one, such as a contractor's quote, a receipt or a current price for the same item. Most disputes are settled at this stage, one line at a time.

If that doesn't work you can ask for a supervisor, use the appraisal clause in your policy, or bring in help. Our guide to an insurance claim that was denied covers those steps. Check your policy for its deadlines before you start.

Where Indemnia helps

Indemnia gives you the list the adjuster asks for: every item with a description, an age and today's replacement price, built from your photos and email receipts, ready to send as a report.