Your adjuster has contacted you and your appointment is near. You have photos and estimates and you're ready. Now, let this sink in:
Let the adjuster drive the process.
A good adjuster will involve you in the discovery effort. The two of you have a common immediate objective; identify all of the damage.
One of the most difficult tasks catastrophe claim adjusters have is to treat each claim and each policyholder as if this is the only claim they have. The best adjusters are those that can actually pull that off. But, it's not easy.
Experienced adjusters develop a method by which they approach inspections (particularly) and claims (in general). A consistent and almost ritualistic approach to inspecting damage allows the adjuster to focus, observe, and think, with minimal distraction. A step-by-step procedure becomes almost habitual and avoids inadvertent omissions. A good adjuster needs to see past the obvious (a tree is on your house) to consider the unexpected (did the home shift and disturb plumbing?).
The administrative task of managing the claim is vastly more difficult than the inspection. In the early days/weeks of the catastrophe, an adjuster might receive dozens of claims initially with more coming to them each day. Each of these need to be contacted immediately. Preliminary damage assessments, appointments, mapping, file construction, documentation, and the list goes on. Cat adjusters don’t eat and sleep, they snack and nap. They show up at the crack of dawn and get off of roofs at last light.
And through all of this, they know who you are when you call.
You and your adjuster are on the same team. Here are some things you can do or avoid to help your adjuster help you.
Administrative
Be flexible with your time - Adjusters are typically not nine-to-five people. Holidays are for when they return home.
Confirm your mortgage company - The mortgage company may be included on the check. Confirming the right company name will avoid delays.
Return phone calls ASAP - You'll likely need to leave a message, but you'll also likely get an immediate call back.
Most adjusters use rain-days and late hours to get the administrative part of the job done.
Let your adjuster know if you can take calls late in the evening; many will stop making calls at a given time (i.e. 8pm) if not given permission.
Adjusters seldom take calls while on inspections or meeting with a policyholder.
Leave a message - You might be surprised how many people won't leave a message and then complain that the adjuster doesn't call them back.
Inspection
Avoid distracting the adjuster during the inspection - Depending on the individual and circumstances, observing the adjuster from a distance or leaving the area altogether might be appropriate, but it's almost never a good idea to distract an adjuster during an inspection. The adjuster needs to be aware of hazards while simultaneously examining the loss.
Don't invite contractors to the inspection - See "Avoid distracting the adjuster during the inspection" above. If you have in inept adjuster, you'll know soon enough. We'll address contractors and inept adjusters in another article. For now, let the adjuster drive the process.
You have information the adjuster doesn't - The adjuster will likely need input from you and should let know when it's appropriate. If the inspection is ending and you haven't been asked, offer that information before the adjuster leaves.
In short, the adjuster's interests generally align with yours. While your input is important, so is the unbiased perspective of an expert outside observer. Give the adjuster the benefit of the doubt, and you will likely be completely satisfied with the results; meanwhile, you have other things to which you can dedicate your energy.
Stay safe.
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