The adjuster
What happens when the insurance adjuster comes to my home?
The short answer: the adjuster inspects the damage, photographs it, and writes the estimate your entire claim is based on. You have every right to be present, to document everything yourself, to have your contractor there, and to get what they tell you in writing. The visit sets the ceiling for your claim — prepare for it like it matters, because it does.
First, understand who they work for
The adjuster works for the insurance company — either as a staff adjuster or an independent adjuster hired by the carrier. That doesn't make them dishonest, but it does mean their job is to evaluate the claim on the company's behalf, efficiently. Your job is to make sure nothing gets missed. These two roles can coexist fine as long as you show up prepared.
Before the visit
- Document everything yourself first. Photos and video of all damage, wide shots and close-ups, with timestamps. Photograph serial numbers and model plates on damaged appliances and systems.
- Make a room-by-room list of every damaged area and item. Adjusters move fast; your list makes sure the small stuff doesn't get skipped.
- Invite your contractor. Having your own licensed contractor present is entirely appropriate. They can point out damage the adjuster might miss and speak the same technical language.
- Gather paperwork: your policy declarations page, receipts for emergency mitigation, any prior inspection or maintenance records.
- Don't clean up the evidence. Mitigate further damage (tarps, shut off water), but don't throw away damaged materials before the adjuster has seen them.
During the visit
- Walk with them. Point out every damaged area on your list. Ask what they're photographing and why.
- Take your own photos and video of everything they look at — including areas they glance at quickly.
- Take notes: what they said about coverage, what they measured, what they said would happen next and when.
- Ask for next steps in writing: timeline for the estimate, how you'll be notified, who your ongoing contact is.
- Don't sign anything on the spot. There's no legitimate reason you must sign documents during the inspection. Take paperwork, read it later.
- Watch your words about causation. Describe what happened factually. Don't speculate about causes ("it's probably been leaking for months") — casual guesses get written into file notes.
After the visit
Send a follow-up email summarizing what was discussed and the timeline you were given. Then wait for the written estimate — and read it against your contractor's independent number. What to do if it's too low →
Insurance rules vary by state and by policy. Check your own policy documents and your state's insurance department, or talk to a licensed professional, before acting on a claim.