Adjuster questions — at a glance
- Open-ended intake: get them talking before they commit to a position.
- Clarify coverage: what IS covered, what IS NOT, and what the deductible is.
- ALE first: ask about Additional Living Expenses coverage early — hotel receipts start from day 1.
- Timeline: when will you have an answer, when will the first payment be released.
- Scope disputes: if their number is lower than yours, what’s the dispute path.
- Document everything — every call, every email, every promise. Date, time, name.
Before the adjuster arrives
- Have your policy declarations page ready.
- Have your claim number from the first-notice-of-loss call.
- Have your photos and video walkthrough from before anything was moved.
- Have the restoration company (Vault) scope the loss in Xactimate before or during the adjuster visit. Vault submits same-day.
- Make a list of damaged contents with rough values.
- Have hotel/food receipts organized if you’ve been displaced.
15 questions to ask (in roughly this order)
Coverage questions
- “What’s covered under my policy for this loss?” — their short answer tells you if they’re seeing the loss the way you are.
- “What’s NOT covered?” — equally important. Mold caps, exclusions, policy sublimits.
- “What’s my deductible?” — confirm from their file, not just from your policy page (deductibles sometimes get updated at renewal without the homeowner noticing).
- “Is this loss covered under multiple sections of the policy?” — e.g., water damage + mold + ALE often use different coverage sections and sublimits.
- “Does Additional Living Expenses (ALE) apply, and what’s the daily/aggregate limit?”
Process questions
- “What documentation do you need from me?”
- “Who writes the scope — you, your estimator, or my contractor?” — important: contractor’s scope often starts the conversation; adjuster usually writes or confirms the final scope.
- “What pricing software do you use?” — should be Xactimate for most carriers.
- “How long until I have a decision on coverage?”
- “When will the first payment be released?”
- “How are payments issued — one lump sum, or split between mitigation and reconstruction?”
Dispute questions (if their scope differs from your contractor’s)
- “How does your estimate differ from my contractor’s estimate, and why?”
- “What’s the process if we disagree on scope?” — options include supplementing the claim with additional documentation, requesting a reinspection, hiring a public adjuster, or appraisal.
- “Can my contractor send supplemental documentation to support additional line items?”
- “If mold is found during demo, is that covered under this claim or a new claim?”
Things not to say (or say carefully)
- Don’t admit fault. “I knew the dishwasher was making noise” can turn a sudden-and-accidental into deferred maintenance.
- Don’t give a recorded statement without preparation. You can ask to schedule it after reviewing your policy.
- Don’t speculate on what caused the loss. If asked, you can say “I don’t know; we’re investigating.”
- Don’t accept the first offer if it feels low. Scopes can be supplemented.
- Don’t sign a release that closes the claim prematurely. Supplements are common after demo reveals hidden damage.
Document everything
After every call or visit with the adjuster:
- Date, time, who was present
- What was discussed
- What was promised
- Any numbers quoted
- Any deadlines mentioned
Email summary to the adjuster afterward: “Just confirming our conversation today — you said X, Y, and Z. Please correct me if I misunderstood.” This creates a written record.
Red flags during the adjuster visit
- Rushed inspection. If they’re in and out in 15 minutes for a significant loss, they’re not fully documenting.
- No photos. Legitimate adjusters photograph extensively.
- Verbal-only commitments. “We’ll cover that” without putting it in writing can disappear.
- Pushing you toward a specific contractor. You have the right to choose your own. Preferred contractor programs exist, but you don’t have to use one.
- Low initial estimate without explanation. Ask for the Xactimate scope line by line.
If the adjuster denies or underpays
- Get the denial in writing with the specific policy section cited.
- Review your policy for the cited section. Sometimes they’re wrong.
- Request a reinspection with additional documentation (Vault can provide moisture logs, photos, Xactimate scope).
- Ask for a supervisor review.
- Consider a public adjuster — an independent adjuster you hire to advocate for you (typically 10-15% of recovery).
- Invoke the appraisal clause — most policies have one. Each side hires an independent appraiser, and the two appraisers select an umpire. Binding decision.
- Last resort: attorney. Insurance bad-faith attorneys often work on contingency.
What Vault contributes to the claim
- Xactimate scope matching the carrier’s own pricing system
- Daily moisture readings on your work order
- Photos with timestamps and GPS
- Pre-loss condition documentation when available
- Supplemental scopes if hidden damage is discovered during demo
- Direct communication with the adjuster to resolve disputes
- 24-month workmanship warranty on completed work
Have an insurance claim starting?
Call (385) 250-2825. We’ll scope in Xactimate, submit to your adjuster, and keep you informed through the whole claim.
Insurance claims · What is Xactimate · Water damage services · Can I stay in my home · How to choose a restoration company
More guides: Your deductible, explained · ACV vs replacement cost
Need help in Provo? See water damage restoration in Provo, with a free written estimate. Call (385) 250-2825.
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