What happens when the insurance adjuster comes

After you report a home insurance claim, the insurer sends an adjuster. The adjuster works for the insurance company paying the claim, reviews the claim and estimates the payment.

What the adjuster does

The adjuster inspects the home, takes photographs and measurements, and may work out the cost of the repairs during the visit. A company adjuster works only for that insurer, and an independent adjuster works for several. You don't pay either one.

Be there for the walk-through

Try to be there when the adjuster inspects the damage to your home, and walk around together so nothing is missed. Have your list of damaged property in hand, since you'll need it when you meet the adjuster.

Bring your contractor

It can help to have your contractor or builder there to discuss estimates or technical details with the adjuster. Ask the contractor to point out anything they'd have to open up or replace to do the repair.

Before the adjuster leaves

• Contact details. Get the adjuster's contact information and the best time to call.
• The timing of the offer. Ask when to expect the company's offer.
• Notes of the visit. Write down what was said, with the date and the adjuster's name.

The estimate and the offer

The adjuster's estimate lists the damage with its replacement cost and the depreciation taken off. Ask the adjuster to explain the offer and how the cost estimates were worked out.

On a replacement cost policy, the first payment is often the actual cash value: the cost of the repairs minus depreciation and your deductible. Once you show the insurer the work is done, it pays the depreciation it held back, up to the replacement cost. Most policies set a time limit for that second payment, often six months to a year.

An annotated example

What to do next

Before the inspection, print your list of damaged property and gather the photos and receipts. Ask your contractor whether they can be there. During the visit, walk the house with the adjuster and point out every damaged area. Afterward, write down what was said.