How to Deal With the Insurance Company's Adjuster (And What They Won't Tell You)

When you file an insurance claim, the first person your insurance company sends to your property is their adjuster. They show up with a clipboard, a friendly smile, and a lot of questions. Most homeowners assume this person is there to help them. After 30+ years as a licensed public adjuster, I can tell you: that assumption is the most expensive mistake you can make.

Who the Insurance Adjuster Actually Works For

Let me be direct: the insurance company's adjuster works for the insurance company. Period. They are an employee of — or a contractor hired by — the same company that writes the check for your claim. Their salary, their bonus, their performance review — it all comes from the insurer.

That doesn't necessarily make them a bad person. But it does mean their interests and your interests are fundamentally opposed. You want the maximum payout your policy entitles you to. They want to close your claim for as little as possible. Understanding that dynamic is the first step to protecting yourself.

"I've been on both sides of the table. The insurance company's adjuster isn't your advocate — they're the other side's representative. Treat the interaction accordingly."

What They're Trained to Do

Insurance company adjusters go through extensive training — not on how to help you, but on how to manage the company's exposure. Here's what that looks like in practice:

• Minimize the payout. Their estimate is designed to come in low. They know most homeowners will accept whatever number is put in front of them because they don't know any better.
• Find exclusions. They're trained to look for any reason — any clause, any technicality — to deny or reduce your claim. Pre-existing damage, maintenance issues, policy exclusions — they're looking for all of it.
• Document things that hurt your claim. Every photo they take, every note they write, every word you say is being evaluated for how it can be used to justify a lower settlement.
• Get you to settle fast. The longer a claim stays open, the more expensive it gets for the insurer. They want you to accept quickly, before you realize the offer is too low.
• Be friendly and build trust. This is deliberate. A homeowner who trusts the adjuster is a homeowner who accepts the first offer without question.

None of this is illegal. It's just business. But if you don't understand the game being played, you'll lose every time.

Things You Should NEVER Say to Their Adjuster

The words that come out of your mouth during an adjuster visit can make or break your claim. Here are the things I tell every single client to avoid:

What You SHOULD Do When Their Adjuster Visits

Now that you know what not to say, here's what you should be doing:

• Be polite but factual. You don't need to be confrontational. Just stick to the facts: what happened, when it happened, and what was damaged. No opinions, no speculation, no small talk about the claim.
• Document everything yourself — before they arrive. Take your own photos and videos of every inch of damage before the adjuster shows up. Their photos serve their interests. Your photos serve yours.
• Keep a written log of every interaction. Date, time, who you spoke with, what was said. If it's a phone call, note the duration. If it's an email, save it. This paper trail is invaluable if there's a dispute later.
• Don't sign anything on the spot. If the adjuster asks you to sign paperwork, take it home and review it first. Better yet, have a professional review it. Signing under pressure is how people lose money.
• Don't let them rush you. They may create a sense of urgency. "We need to close this out," or "This offer is only good for 30 days." Your claim doesn't expire overnight. Take the time you need to make informed decisions.

How Their Estimate Process Actually Works

Most insurance company adjusters use estimating software called Xactimate. It's the industry standard, and it's a powerful tool. But here's what they won't tell you: Xactimate is only as honest as the person using it.

Here's how the estimate process can work against you:

• They can select lower-cost line items. Xactimate offers multiple options for materials, labor rates, and repair methods. The adjuster can choose the cheapest option every time, and you'd never know unless you had someone review the estimate line by line.
• They miss hidden damage. A quick walkthrough won't reveal water damage behind walls, mold in the subfloor, or structural issues beneath the surface. If they don't open up walls or bring in specialists, they're only estimating what they can see — which is a fraction of the real damage.
• They depreciate everything aggressively. If your policy pays actual cash value (ACV) rather than replacement cost, they'll depreciate your belongings based on age and condition. A five-year-old roof might get depreciated by 50% or more, even if it was in perfect condition before the loss.
• They may not include code upgrades. If your home needs to be brought up to current building codes during repair, that's an additional cost many adjusters conveniently leave out of the estimate.

"I've reviewed thousands of Xactimate estimates from insurance companies. I have never — not once — seen one that overestimated the damage. They are consistently and systematically low."

Your Right to Disagree

This is the part most homeowners don't know, and the part the insurance company definitely won't volunteer: you do not have to accept their estimate.

Their number is not final. It's an opening offer. Here's what you can do:

• Get your own independent estimate. You have every right to hire a contractor, engineer, or public adjuster to prepare a competing estimate. In most cases, it will come in significantly higher than the insurer's number.
• Challenge their estimate line by line. If you have a professional review their Xactimate report, you can identify every place they cut corners — missing line items, underpriced materials, omitted damage.
• Invoke the appraisal process. Most homeowner's policies include an appraisal clause. If you and the insurance company can't agree on the amount of the loss, either party can demand an appraisal. Each side hires an appraiser, and those two appraisers select a neutral umpire. The decision is binding. This process often results in a significantly higher payout for the homeowner.
• File a complaint with the state. If you believe your insurer is acting in bad faith — unreasonably delaying, denying, or lowballing your claim — you can file a complaint with the New York State Department of Financial Services.

Their Adjuster vs. a Public Adjuster

People often confuse the two, but they couldn't be more different:

Think of it this way: would you go to court without a lawyer and let the other side's attorney handle everything? That's essentially what you're doing when you let the insurance company's adjuster be the only person evaluating your claim.

When to Bring in Professional Help

Not every claim needs a public adjuster. If you have a small, straightforward claim and the insurance company is treating you fairly, you may be fine on your own. But there are clear situations where professional help isn't just helpful — it's critical:

• The damage is significant — fire, flood, major water damage, structural issues, or anything over $10,000.
• The insurance company's estimate seems low — if the number doesn't match what contractors are quoting you, something is wrong.
• Your claim was denied or partially denied — denials can often be overturned with proper documentation and negotiation.
• The process is dragging on — if weeks are turning into months with no resolution, the insurer may be hoping you'll give up.
• You feel overwhelmed — dealing with a major loss while also trying to negotiate with a billion-dollar insurance company is not a fair fight. Bring in someone who does this every day.

We work on a contingency basis. That means you pay nothing upfront and nothing out of pocket. We only get paid when we get you a larger settlement. There is zero risk to you.