Preparing for a Loss Adjuster's Assessment

01

Before the adjuster arrives

Document the damage immediately

As soon as it is safe to do so, take clear photographs or video of the damage from multiple angles, before any cleanup or temporary repairs take place. If emergency repairs are necessary to prevent further damage, such as covering a broken window or shutting off a water supply, keep records and receipts of this work, since reasonable emergency costs are often recoverable.

Gather proof of ownership and value

For contents claims in particular, having proof of purchase, such as receipts, bank statements, or warranty cards, speeds up valuation considerably. Where original receipts are not available, photographs of the item in use, manuals, or even online listings for similar products can help establish a reasonable value.

Collect relevant paperwork

Depending on the type of claim, useful documents may include:

• The insurance policy schedule and wording
• Previous correspondence with the insurer or broker
• Quotations for repairs or replacement
• Police case numbers, for theft or malicious damage claims
• Any reports from tradespeople who inspected the damage

Write a clear account of events

A short, factual, written timeline of what happened, when it was discovered, and what actions were taken afterwards helps the adjuster understand the sequence of events without relying solely on memory during the inspection itself.

02

During the inspection

When the adjuster visits or requests a video call inspection, it helps to:

• Be available to answer questions directly rather than through an intermediary, where possible
• Point out all affected areas, even damage that seems minor, since it may be relevant to the overall assessment
• Ask the adjuster to explain anything that is unclear, such as how depreciation is being calculated or why a particular item may not be covered
• Take your own notes of what is discussed and agreed during the visit

03

After the inspection

Keep copies of everything submitted to the adjuster or insurer, and note the date each item was sent. If a decision takes longer than expected, a polite follow up referencing the claim number and inspection date is usually the most effective way to get an update.

04

If the outcome feels unfair

Policyholders are entitled to ask for a clear explanation of how a settlement figure was reached. If the explanation does not match the policy wording or the evidence submitted, it is reasonable to request a review. Most insurers have a formal internal complaints procedure for this, and in many jurisdictions an independent ombudsman or regulator exists as a further avenue once internal options have been exhausted. Keeping a complete, organised file of all documents and correspondence from the start makes this kind of escalation far more straightforward if it ever becomes necessary.

Ultimately, thorough preparation is not about outmanoeuvring the adjusting process, it is about ensuring the assessment reflects what actually happened and what it will genuinely cost to put things right.