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The insurance adjuster inspection: what to expect, how to prepare, what to ask
The adjuster inspection is where the carrier's estimate starts. What the adjuster sees, measures and photographs becomes the line items; what they miss usually has to come back later as a supplement. This page covers who comes, how the visit works, what to have ready, and what to do once they leave.
Who the adjuster is
The adjuster who inspects your home works for the insurance company, either as an employee or under contract. The NAIC describes the person who calculates the damage as "a company adjuster or independent adjuster." The Texas Department of Insurance puts it plainly: the adjuster works for the insurance company paying the claim.
| Type | Who they work for | How you'll deal with them |
|---|---|---|
| Staff (company) adjuster | The insurance company, as its employee | In person, by phone, or by video |
| Independent adjuster | An outside adjusting firm the insurance company hires | Usually in person, at the property |
| Desk adjuster | The insurance company; works the file from an office | By phone, email, and the photos and documents you upload |
| Public adjuster | You. Hired by the policyholder, for a fee | Only if you choose to hire one |
The NAIC says the carrier sends its adjuster at no cost to you, and that public adjusters offer the same services but you pay their fees. Texas licenses public adjusters through its Department of Insurance. How a public adjuster differs from a contractor's estimate.
Whoever comes, the job is the same: gather the facts and write an estimate. The Texas Department of Insurance says the adjuster will review what happened and estimate the claims payment, and may inspect the damage, look at police reports, talk to witnesses, or ask for more information.
How inspections are scheduled and done
After you report the claim, the carrier assigns an adjuster, who contacts you to set up the inspection. It may happen in person, over a live video call, or from photos and video you upload. How soon that first contact comes depends on the carrier and on how many claims the same storm produced.
| Method | How it works | What to watch for |
|---|---|---|
| In person | The adjuster walks the property inside and out, measures and photographs. The NAIC says they may look at the outside of the home, the roof or the basement. | Be there, and have the contractor there if you can |
| Live video | You or your contractor walk the adjuster through the damage on a phone or tablet | Good light, a steady camera, and a tape measure in the frame |
| Photo-based | You upload photos and video through the carrier's website or app, and the adjuster writes the estimate from them | Damage a camera can't show: inside walls, under floors, on a steep roof |
Vermont's insurance regulator describes virtual adjusting as insurers "investigating and settling claims using photos and videos documenting the damage," and says virtual methods shouldn't be used if they would keep an adjuster from fully assessing hidden damage. In Vermont, a policyholder may request an in-person inspection at any time during the claim. Rules in other states differ; if you think there is damage a camera won't show, ask your carrier in writing for an in-person visit.
How to prepare for the adjuster's visit
Prepare by putting the evidence in one place before the adjuster arrives: a written list of every damaged area, dated photos and video, the restoration company's moisture map and drying logs, receipts, a contents list, and the removed materials or photos of them. The Insurance Information Institute says a ready list helps you "make the best use of the time."
- Walk the house and write the list. Room by room, then outside: every stain, crack, soft spot, missing shingle and damaged item. The Insurance Information Institute suggests being prepared to show the adjuster any structural damage and having a list of damaged items ready. A strip of painter's tape on each spot keeps anything from being skipped.
- Gather photos and video. The ones taken before cleanup matter most. The NAIC advises documenting all losses before removing debris or belongings. Sort them into folders by room, with the dates.
- Get the restoration company's records. If a mitigation company dried the house, ask for the moisture map, the daily drying logs, the equipment list and the first-day photos. They show what was wet, and for how long, after the evidence has dried out. Mitigation vs. restoration.
- Collect receipts. Tarps, board-up, the plumber, equipment rental, a hotel. The Insurance Information Institute says to give the adjuster copies of receipts you have and to save receipts for what you spend.
- Make a contents list. Item, room, approximate age, where it was bought, and a photo. How to build a contents inventory.
- Keep removed materials, or photos of them. The Insurance Information Institute says to avoid throwing out damaged items, if possible, until the adjuster has visited. If drywall, carpet or pad had to come out for drying, ask the restoration company to photograph it with the moisture readings and keep a sample where that's practical.
- Hold off on permanent repairs. Temporary repairs that prevent more damage, such as a roof tarp or boarded windows, come first; keep the receipts. The NAIC notes that your adjuster may want to review estimates before you make repairs.
Who should be there, and what each person does
Be there yourself if you can, and ask your restoration or roofing contractor to attend. The Texas Department of Insurance puts it simply: try to be there when the adjuster inspects the damage. Each person at the inspection has a different job, and keeping to it makes the visit shorter and the record cleaner.
| Person | Their job at the inspection | Not their job |
|---|---|---|
| Homeowner | Lets the adjuster in, walks the damage list, answers questions about when and how the damage happened, takes notes | Guessing. If you don't know, say so |
| Contractor | Shows what they found: wet cavities, damaged decking, hail hits, damage exposed during demo. Shares the moisture map, photos and scope | Negotiating the claim for the homeowner |
| Adjuster | Inspects, measures, photographs, asks questions, and later writes the estimate | Representing you; they work for the carrier |
A contractor can explain their own findings and submit documentation for the work they're doing. Negotiating the claim as the homeowner's representative is what a public adjuster does, and states such as Texas license that role. The NAIC notes the adjuster may also contact your contractor directly, so give the adjuster the contractor's name and number.
What the adjuster records
The adjuster records what they need to turn the visit into a line-item estimate: measurements of each damaged room and roof slope, photos, notes on materials, test results, and your account of what happened. The NAIC says the adjuster then provides documentation of the loss to the insurer. Watch what gets measured and what doesn't.
- Measurements. Room dimensions, ceiling height, linear feet of baseboard and cabinets, square feet of flooring and roof. These become the quantities on the estimate.
- Photos. Overview shots and close-ups. If the adjuster skips an area on your list, ask them to photograph it before they leave.
- Roof test squares. On hail and wind claims, adjusters commonly mark a test square on a slope and count the hits inside it. Ask which slopes were tested. More on roof claims.
- Moisture readings. On water losses, the adjuster may take their own meter readings. Compare them with the restoration company's map; where they differ, note the room and the reading.
- Materials. Flooring type, cabinet grade, shingle type, trim profile. These drive the pricing, so point out anything better than standard.
- Your answers. What happened, when you noticed it, what you did next. The Texas Department of Insurance notes the adjuster may ask for more information while reviewing the claim.
Keep your own notes as you go: who came, the time, which rooms and slopes they looked at, and anything they said they would check later.
What to ask before the adjuster leaves
Before the adjuster leaves, ask what happens next, when to expect the estimate, where to send more documents, and how to reach them. Ask about timing as a question, not a demand. The Texas Department of Insurance suggests asking when to expect the company's offer and getting the adjuster's contact information and the best time to call.
- What happens next? Is anything else needed: an engineer, a second visit, a contents review, documents from you?
- When should I expect the estimate? Write down the answer and the date you asked.
- Where do supplements and new documents go? Get the claim number, the adjuster's email or the carrier's upload portal, and whether the contractor can send documents directly.
- Did you see everything on my list? Walk the list together and note anything that wasn't inspected.
- Will I get the estimate in writing? Ask for the full line-item version, not just the total.
- Who do I contact if I can't reach you? A supervisor or the claims line.
The same day, send a short email recapping the visit and the answers. A written recap is a record of what was said; a phone call is not.
What to do after the inspection
After the inspection, get the estimate in writing, compare it line by line with your contractor's, and send anything missing as a documented supplement. If the gap is about what is physically there, ask for a re-inspection with the contractor present. Keep every step in writing, by claim number.
- Get the estimate in writing. The full line-item estimate, not a summary. The NAIC says the adjuster will contact you to share their estimates and calculations.
- Compare it line by line. Missing items, short quantities, different unit prices. What to do when the estimate is short.
- Send a supplement for what's missing. One item at a time, each with a photo, a quantity and a reason. Damage found later, during demo, goes in the same way. How to write a supplement.
- Ask for a re-inspection when it's needed. If the adjuster missed areas, or the damage wasn't visible on the first visit, ask in writing for another visit with the contractor present.
- Explain any disagreement in writing. The Texas Department of Insurance says that if you disagree with the adjuster's estimate, tell the insurance company why; they may adjust the offer. It also notes you can ask the company to assign a different adjuster. The NAIC suggests contacting your state insurance department if the company's response doesn't resolve it.
For contractors
At the inspection, your job is to show the evidence, not argue the number. Bring the moisture map, drying logs, day-one photos and anything exposed during tear-out. Chalk the test squares and charge the meter. Afterward, an independent line-item estimate in the adjuster's format makes the gaps easy to see. restoration.claims writes it from your photos, sketch and logs.
Questions people ask
Do I have to be home for the adjuster inspection?
Being there lets you walk the adjuster through your list yourself, and the Texas Department of Insurance advises trying to be there when the adjuster inspects the damage. If you can't, ask whether your contractor or another adult can meet the adjuster. Send your damage list and photos ahead either way.
Can I ask for an in-person inspection instead of a virtual one?
You can ask. Vermont's regulator says policyholders there may request an in-person inspection at any time, and that virtual methods shouldn't be used if they would keep the adjuster from assessing hidden damage. Rules vary by state, so put the request to your carrier in writing.
Should my contractor be at the inspection?
It usually helps. The contractor can show wet areas, hidden damage and roof findings the adjuster might not look for, and hand over the moisture map and photos. Negotiating the claim for you is a public adjuster's role, not the contractor's.
What if the adjuster missed damage?
Write down what was missed, photograph it, and send it to the adjuster by claim number with a request for a re-inspection. Damage found later, such as during demolition, goes in as a supplement with photos and quantities.
Is a public adjuster the same as the insurance adjuster?
No. The carrier's adjuster, staff or independent, works for the insurance company, and the NAIC says the carrier provides one at no cost to you. A public adjuster is hired by the policyholder to negotiate the claim for a fee, and states such as Texas license them.
How long after the inspection will I get the estimate?
It depends on the carrier, the size of the claim, and how many claims a storm produced. Ask the adjuster at the end of the visit and write down the answer. If that date passes, follow up in writing by claim number.