Who the adjuster is
The adjuster is the insurer's representative on your claim. Their job is to verify what happened, decide what the policy covers, and agree on a scope and price for the repair. Field adjusters visit the property; desk adjusters work from photos and documents; for large losses an independent adjuster may be assigned. Most are reasonable professionals who want a well-documented claim they can close.
What they need from day one
- The cause, stated plainly: what failed, when you found it, what you did. Photos of the failed component help enormously.
- Photos of the damage before anything was moved or removed. Wide shots and close-ups, every room.
- Proof of mitigation: when drying started, what equipment was placed, and the daily moisture log. Policies require you to prevent further damage, and this is the evidence that you did.
- The scope, written in Xactimate, with measurements that match the photos.
- An inventory of damaged contents, with photos and, where you have them, purchase information.
The restoration crew produces everything on this list except the contents inventory, which is yours to complete with their help.
What to say
Be factual and brief. "The washing machine supply hose split while we were at work on Tuesday. We found it at 6 p.m., shut off the valve, and the mitigation crew arrived at 8 p.m." That is a complete statement. Avoid guessing about how long something might have been leaking, speculating about causes you have not confirmed, or volunteering that you had noticed something months ago unless it is true and relevant. Honesty is required; speculation is not.
How the estimate works
The contractor writes the scope in Xactimate: square feet of drywall removed and replaced, linear feet of baseboard, days of air movers and dehumidifiers, square feet of flooring, hours of labor, and so on, each at the regional unit price. The adjuster reviews it line by line. Items they agree with are approved; items they question become a conversation between adjuster and contractor, usually settled with a photo or a measurement.
When demolition reveals more damage than the first inspection could see, the contractor submits a supplement with documentation, and the scope is revised. This is routine. Expect at least one supplement on any job where walls are opened.
Payment flow
On covered claims the insurer typically issues payment for the agreed scope less your deductible, and sometimes less a holdback for depreciation on replacement-cost policies that is released when the work is complete. If you have a mortgage, checks over a certain amount may be made out to you and your lender, and the lender has its own process for endorsing them. Ask your adjuster early how payment will be issued so there are no surprises.
The restoration contractor bills the insurer directly for the mitigation on covered work. You pay the deductible to the contractor and any non-covered items.
Keeping it moving
Respond to adjuster requests the same day. Keep a log of every call. Ask for decisions in writing. If the adjuster is slow to respond, a polite email summarizing what you are waiting for, copied to the claims supervisor, usually works. Washington requires insurers to acknowledge and act on claims within specific timeframes; the Office of the Insurance Commissioner enforces them and takes consumer complaints seriously.
