What does an insurance adjuster do?
An insurance adjuster inspects reported damage, documents what happened, estimates repair or replacement costs, and compares the loss with the coverage, exclusions, limits, and deductible in the policy. The adjuster does not decide whether every requested repair is automatically covered; the policy and the documented cause of loss guide that decision. ([tn.gov](https://www.tn.gov/content/dam/tn/commerce/documents/insurance/posts/TNPostDisasterClaimsGuide.pdf?utm_source=openai))
Adjusters may work directly for the insurance company or independently on its behalf. In either case, the visit is generally part of the insurer’s investigation of the claim. A public adjuster is different: that person works for the policyholder and is paid by the policyholder under a separate agreement.
The inspection is not usually a negotiation meeting. Its main purpose is to establish facts about the damage, its likely cause, the condition of the property before the event, and the work needed to restore it.
What should you do before the inspection?
Before the visit, protect people and property, report the loss promptly, and preserve evidence. Do not make permanent repairs before the adjuster has had a reasonable opportunity to inspect unless delaying would create a safety risk or cause additional damage.
Temporary steps may be appropriate, such as:
- Covering a damaged roof opening to keep out rain
- Boarding up a broken window or door
- Shutting off water, electricity, or gas when necessary for safety
- Removing standing water when it can be done safely
- Moving undamaged belongings away from a leak or unsafe area
Keep receipts for emergency materials, temporary lodging, storage, cleanup, or other loss-related expenses. Take photographs and video before moving or discarding damaged items whenever conditions allow. The National Association of Insurance Commissioners advises consumers to document damage and avoid permanent repairs before inspection when possible. ([content.naic.org](https://content.naic.org/article/consumer-insight-get-smart-about-your-insurance-coverage?utm_source=openai))
Weather conditions common in the region, including heavy rain, strong thunderstorms, wind, and occasional winter freezes, can create damage that develops over several days. If a roof leak, moisture problem, or fallen tree is involved, document both the immediate damage and any later changes.
What records should you gather?
A clear file can make the inspection more organized and reduce the chance that important details are forgotten. Gather:
- The claim number and policy information
- The date and approximate time the damage occurred
- Photographs and videos taken before cleanup
- A room-by-room list of damaged or destroyed belongings
- Receipts, invoices, or other proof of purchase
- Records of prior repairs, renovations, maintenance, or improvements
- Contractor estimates, if already available
- Receipts for temporary repairs and additional living expenses
- Police, fire, utility, or incident reports when applicable
- Correspondence and notes from conversations with the insurer
For personal property, describe the item, approximate age, condition, original cost if known, and likely replacement cost. Photographs of similar undamaged items can help show what was present before the loss, but do not guess at details that cannot be supported.
The Tennessee Department of Commerce and Insurance specifically advises keeping records of property improvements and maintaining damaged personal property for inspection when possible. ([tn.gov](https://www.tn.gov/commerce/disasters?utm_source=openai))
How should you prepare the property?
Make the property accessible, but do not make it look artificially clean or restored. The adjuster needs to see the damage as it exists.
Unlock affected rooms, attics, crawl spaces, garages, sheds, and exterior areas if they are safe to enter. Clear only enough debris to allow safe access. Keep damaged materials and belongings in place when practical. If something must be discarded because of a health hazard, photograph it thoroughly first and keep a description, measurements, and disposal receipt.
Do not hide damage behind fresh paint, remove damaged flooring, or discard wet materials without documentation unless a safety or sanitation issue requires immediate action. Mold, sewage, electrical hazards, unstable ceilings, and contaminated water may require prompt action by qualified personnel. Safety takes priority over preserving evidence.
If the property is vacant or partially unoccupied, arrange access and secure animals, children, and other occupants during the inspection.
What questions should you ask the adjuster?
You do not need to know insurance terminology to participate effectively. Ask the adjuster to explain unfamiliar terms and write down the answers.
Useful questions include:
- What areas and items were included in the inspection?
- What additional documentation is needed?
- Is the damage being evaluated under replacement cost or actual cash value?
- What deductible, coverage limit, or sublimit applies?
- Which repairs are considered emergency or temporary?
- Will a second inspection be needed?
- How should hidden damage discovered during repairs be reported?
- When will the written estimate or coverage decision be available?
- How can disagreements about the scope or price of repairs be reviewed?
Replacement cost and actual cash value are not the same. Actual cash value generally accounts for depreciation, while replacement cost coverage may provide additional payment after the property is repaired or replaced, subject to the policy’s requirements and limits. ([tn.gov](https://www.tn.gov/commerce/insurance/consumer-edu/homeowners/cash-replacement.html?utm_source=openai))
Avoid signing documents you do not understand, especially assignments of benefits, releases, repair contracts, or settlement agreements. Ask for time to review any document that appears to waive rights or settle the claim.
Should a contractor attend the inspection?
A contractor may attend if the policyholder has already selected one and wants help identifying repair details. A contractor’s estimate can be useful, but it is not automatically binding on the insurer, and the adjuster’s estimate is not automatically the final amount the policyholder must accept.
The practical goal is to compare the scope of damage, not to turn the inspection into an argument. If estimates differ, ask for the differences in writing. They may involve measurements, materials, code-related work, depreciation, hidden damage, labor assumptions, or whether a particular item is covered.
Do not begin major permanent work solely because a contractor says the insurance payment is approved. Confirm the insurer’s written position and understand how supplemental damage will be handled.
What happens after the visit?
The adjuster may provide an estimate, request more records, schedule another inspection, or issue a coverage explanation. The first inspection may not identify hidden damage behind walls, under flooring, or beneath roofing materials.
Keep a claim diary with dates, names, phone numbers, promises, questions, and documents sent. Follow up in writing when a conversation affects the scope, timing, or payment of the claim. Request an itemized explanation of any settlement offer and compare it with the documented damage and the policy terms. ([content.naic.org](https://content.naic.org/article/consumer-insight-get-smart-about-your-insurance-coverage?utm_source=openai))
If damage is discovered after work begins, photograph it before opening additional areas when practical. Notify the insurer promptly and ask whether the adjuster wants to inspect before repairs continue.
What if you disagree with the inspection or payment?
Start by identifying the specific disagreement. A written response is more useful than a general statement that the settlement is too low. Include photographs, measurements, receipts, expert findings, contractor estimates, or policy language that supports the position.
Ask the insurer to explain any denial, exclusion, depreciation calculation, or coverage limit in writing. Keep copies of everything submitted.
If the dispute remains unresolved, Tennessee residents may seek assistance from the Tennessee Department of Commerce and Insurance. The department can review complaints and help mediate certain insurance disputes, although it does not determine the value of damaged property or decide fault in every case. ([tn.gov](https://www.tn.gov/content/tn/commerce/insurance/consumer-resources/file-a-complaint/complaint-instructions.html?utm_source=openai))
Preparing well does not guarantee a particular claim outcome. It does make the inspection more complete, preserves useful evidence, and gives the policyholder a clearer basis for understanding the decision.
