Working With Your Insurance Adjuster: A Homeowner's Guide

After a storm, fire, or flood damages your home, the insurance adjuster is the person who determines how much money you receive. Understanding who they are, how they work, and what you can do to make the process go fairly is some of the most practical knowledge a homeowner can have. Getting this relationship right doesn't require confrontation — it requires preparation.

Who Is the Insurance Adjuster?

When you file a claim, your carrier assigns an adjuster to your loss. There are three types you might encounter:

Staff adjuster. An employee of your insurance company, typically working a geographic territory. Staff adjusters handle higher-volume claims and may be managing dozens of losses at once.

Independent adjuster. A contractor hired by the insurance company on a per-claim basis. During major storm events in Chattanooga and across Tennessee, carriers bring in large numbers of independent adjusters to handle claim volume. Their incentive is to close claims efficiently, not to maximize your payout.

Public adjuster. Hired by you, not the insurance company. They represent your interests exclusively and are paid a percentage of your settlement. Useful in complex or heavily disputed claims — see our article on public adjuster vs. restoration contractor for a detailed comparison.

In most property damage claims, you'll deal with either a staff or independent adjuster representing your carrier.

Before the Adjuster Arrives: Your Preparation

The adjuster visit is one of the most important moments in your claim. Being prepared going in makes a real difference in how complete the scope is.

Have your damage documentation ready. Before the visit, compile all your photos and video — taken immediately after the loss, before any cleanup or emergency repairs. Print or organize them so you can walk the adjuster through the timeline. See our guide on how to document property damage for an insurance claim for what that documentation should look like.

Know your policy coverage before the visit. Pull your policy declarations page and review the coverage sections: dwelling (Coverage A), other structures (Coverage B), personal property (Coverage C), and loss of use (Coverage D). Know your deductible and whether you have replacement cost or actual cash value on your personal property. Adjusters don't always volunteer information about coverages you might not know you have — it's on you to ask.

Request a copy of your restoration contractor's scope. If a licensed contractor has already assessed the damage, have their written scope of work in hand when the adjuster arrives. This is the primary document that demonstrates the full extent of damage and the repair approach required. Walking through both documents side by side with the adjuster is far more effective than relying on the adjuster's walk-through alone.

Make a list of every area of damage. Walk your property before the adjuster arrives and note every damage point — even things that seem minor. Make sure all of these are on your list to show the adjuster. Once the adjuster closes their file, getting additional items added to the estimate requires re-opening the claim, which takes time.

During the Adjuster Inspection

The adjuster visit is not an adversarial meeting — it's an information-gathering session. Your job is to make sure they see everything and understand the full scope of what needs to be repaired.

Walk every inch of the damage with the adjuster. Don't let them inspect alone. Walk room by room, point out each area of damage, and make sure they're noting it in their file. Adjusters are often working quickly and may not catch damage in secondary areas — attic spaces, crawl spaces, outbuildings, or interior areas affected by water intrusion.

Point out damage you can't see. Some of the most significant damage is behind walls or above ceilings. If you know water has been behind a wall or that smoke traveled through ductwork, say so explicitly and ask that it be noted in the inspection report, even if the adjuster defers it to a specialist.

Ask questions. You are entitled to understand every decision being made. If the adjuster says something won't be covered or will be depreciated significantly, ask why. Ask them to explain the policy language they're applying. Ask what you'd need to provide to add an item to the scope.

Take notes. Write down what the adjuster says about every significant item — what they'll cover, what they're excluding, and what documentation they need from you. This contemporaneous record is useful if there are disputes later.

Ask about Ordinance or Law coverage. If your home is older, repairs may need to be brought up to current building code — updated electrical, current insulation standards, fire-stop requirements. Ordinance or Law coverage is a common endorsement that covers these upgrade costs. Many homeowners don't know they have it. Ask directly.

After the Inspection: Reading the Estimate

The adjuster will produce a written estimate, typically using Xactimate software — the industry standard for insurance repair estimates. When you receive it:

Read it line by line. Every repair item should be listed with a unit price and quantity. Compare it to your contractor's scope. The two documents should cover the same items — any item in your contractor's scope that's missing from the adjuster's estimate is a discrepancy worth discussing.

Check the depreciation math. For actual cash value (ACV) payments, the estimate will show replacement cost minus depreciation. Make sure the depreciation percentages applied to each item are reasonable for the actual age and condition of the material. Adjusters sometimes apply aggressive depreciation to items that should be fully covered.

Verify the scope covers hidden damage. Does the estimate include ductwork cleaning after a fire? Structural drying after water intrusion? Demolition of wet drywall, not just replacement? These items are commonly underscoped in initial estimates.

Look for the recoverable depreciation section. If your policy has Replacement Cost Value (RCV) coverage, you receive two payments: an initial ACV payment and a second recoverable depreciation payment once repairs are complete. Make sure the estimate reflects your RCV policy — don't accept an ACV settlement if you're entitled to RCV.

The Insurance Information Institute has a clear overview of the standard claims process and settlement structure that can help you understand what you're looking at in the adjuster's estimate.

When the Estimate Doesn't Match Your Contractor's Scope

Scope gaps between the adjuster's estimate and your contractor's assessment are common. Here's how to address them:

Have your contractor submit a supplemental estimate. If your restoration contractor has identified damage or repair costs not included in the adjuster's estimate, they should prepare a written supplemental. This document explains the additional items, references the relevant damage, and provides supporting photos. Supplementals are a normal part of the claims process — experienced adjusters expect them.

Request a re-inspection for items that need to be seen in person. Some items — water damage behind a wall, smoke penetration in an attic — may need a second look once demolition has exposed the affected area. Ask the adjuster (or their supervisor) for a re-inspection before the supplemental is finalized.

Escalate to the adjuster's supervisor if needed. If you can't resolve a significant scope discrepancy at the field adjuster level, you can request that the file be reviewed by a desk adjuster or supervisor. This is a normal process and not confrontational.

Invoke the appraisal clause for major disputes. Most homeowners policies in Tennessee include an appraisal clause that provides a formal dispute resolution process outside of litigation. If the gap between your contractor's scope and the adjuster's estimate is large and cannot be resolved through negotiation, the appraisal process provides a structured path forward.

For more guidance on handling an undervalued claim, read our article on what to do when your insurer underpays a claim.

Documentation: Keep Everything

Throughout the entire claims process, document every interaction:

• Date and time of every call with your adjuster, and a summary of what was discussed.
• Copies of every written communication — emails, letters, estimates.
• Photos of the damage at every stage of the repair process.
• All contractor invoices and receipts for emergency services.
• All receipts for additional living expenses (hotel, meals, laundry) if your home is uninhabitable.

Your claim file is the record of your loss. The more complete it is, the more leverage you have if any part of the settlement is disputed.

KROE Contracting has extensive experience working alongside insurance adjusters on Chattanooga-area property damage claims. We help homeowners navigate the scope and documentation process so that claims reflect the true cost of restoration. Available 24/7 for emergency response and claim support. Call or text 931-607-3784 or visit our contact page.