Adjuster Etiquette: Do’s and Don’ts in the Field
How you handle interactions with policyholders, contractors, and insurance carriers can make or break your reputation.
Here’s a guide to adjuster etiquette, including key do’s and don’ts to keep you on the right track in the field.
Do: Arrive on Time and Be Prepared
Punctuality is a sign of professionalism and respect for the policyholder’s time. Before heading to an inspection, make sure you have the right tools, documents, and information about the claim.
Double-check appointment details and allow extra time for unexpected delays. Showing up late or unprepared can immediately damage trust and credibility.
Don’t: Make Promises You Can’t Keep
Policyholders are often anxious about their claims, and while it’s tempting to reassure them, never promise specific claim outcomes or payment amounts. Decisions about coverage and settlement amounts are determined by the insurance carrier, not the adjuster.
Instead, set realistic expectations by explaining the process clearly and professionally.
Do: Dress Professionally
While you don’t need to wear a suit, your appearance matters. Neat, professional attire (such as khakis and a polo or a clean company-branded shirt) gives policyholders confidence in your expertise.
Avoid ripped jeans, graphic t-shirts, or overly casual clothing—you’re representing both yourself and the insurance company.
Don’t: Be Dismissive or Impersonal
Many policyholders are experiencing stress and uncertainty after a loss. A dismissive attitude can lead to frustration and complaints.
Be empathetic, listen actively, and show that you care about their concerns. Even if they’re frustrated or emotional, staying calm and professional can de-escalate tension and build trust.
Do: Follow Up and Communicate Clearly
One of the biggest complaints about adjusters is lack of communication.
Keep policyholders, contractors, and insurers updated throughout the process. If there are delays, let them know as soon as possible. A simple email or phone call can go a long way in maintaining positive relationships and avoiding unnecessary conflicts.
Don’t: Rush Through Inspections
Speed is important, but cutting corners can lead to mistakes, disputes, and missed damages that affect settlements. Take your time, document everything thoroughly with photos and notes, and make sure you address all areas of concern.
Rushing through inspections can result in inaccurate reports and frustrated policyholders.
Do: Maintain Professionalism with Contractors
You’ll often work alongside contractors who have their own assessments of the damage. While collaboration is key, stay objective and avoid taking sides in disputes between policyholders and contractors.
Keep interactions professional and respectful, even if you disagree with their estimates or opinions.
Don’t: Show Bias Toward Any Party
Your role as an adjuster is to assess damages fairly and objectively. Avoid favoring either the policyholder or the insurance carrier. If a dispute arises, rely on policy language and documented evidence, rather than opinions or pressure from either side.
Do: Respect the Policyholder’s Property
Treat every home or business you inspect with care and professionalism. Wipe your feet before entering, ask for permission before moving personal items, and avoid touching anything unrelated to the claim.
Small gestures of respect can make a big difference in how policyholders perceive your visit.
Don’t: Discuss Other Claims or Policyholders
Confidentiality is crucial. Never discuss other claims, policyholder information, or sensitive company details in front of clients, contractors, or colleagues. Even casual comments can lead to serious breaches of trust and professionalism.
Adjusting is more than just evaluating damages—it’s about building trust, maintaining professionalism, and ensuring a smooth claims process for everyone involved. By following these do’s and don’ts, you can create positive experiences for policyholders, strengthen your professional reputation, and ultimately become a more successful adjuster.