When you file an insurance claim, an adjuster shows up at your door. Most policyholders assume that person is there to help them. That’s only partially true.
The adjuster your insurance company sends works for the insurance company. Their job is to evaluate the claim and settle it. Your interests and the insurance company’s interests are not the same thing. Understanding who’s who in the claims process can save you thousands of dollars.
Three Types of Insurance Adjusters
There are three kinds of adjusters involved in property insurance claims. Each one answers to a different boss and serves a different purpose.
Staff Adjusters
Staff adjusters are full-time employees of your insurance company. They’re on the company payroll with benefits, a salary, and performance metrics set by their employer.
Their job is to inspect your property, estimate the damage, and recommend a settlement amount. They’re trained professionals, and many of them are good at what they do. But they answer to the insurance company, not to you.
Staff adjusters handle the bulk of routine claims. If you file a claim for a small kitchen fire or a broken pipe, a staff adjuster will likely handle it.
Who pays them: Your insurance company.
Who they work for: Your insurance company.
Independent Adjusters
Independent adjusters are contractors hired by insurance companies to handle claims on their behalf. They’re not employees of any single carrier. They work for adjusting firms that contract with multiple insurance companies.
Insurance companies bring in independent adjusters when claim volume spikes. After a hurricane, a hailstorm, or a wildfire, the company’s staff adjusters can’t keep up. Independent adjusters fill the gap.
Because they’re handling surge volume, independent adjusters often work under extreme time pressure. They may inspect dozens of properties per day. That speed can mean things get missed.
Who pays them: Your insurance company (through their adjusting firm).
Who they work for: Your insurance company.
Public Adjusters
Public adjusters are the only type of adjuster licensed to represent you, the policyholder. We don’t work for any insurance company. We work for property owners who need someone in their corner during a claim. If you’re new to the concept, our guide on what a public adjuster does covers the basics.
At Hughes & Associates, this is what we do every day. We inspect your property, document the damage, review your policy, prepare a detailed estimate, and negotiate with your insurance company on your behalf.
Public adjusters work on contingency. We get paid a percentage of the total claim value we secure for you. If we don’t get you paid, we don’t get paid.
Who pays them: You, the policyholder (from the claim proceeds).
Who they work for: You, the policyholder.
Why This Distinction Matters
Here’s the part that trips up most homeowners: the insurance company adjuster seems helpful. They’re polite. They take photos. They nod sympathetically when you describe the damage. You walk away thinking someone is handling it.
Then the estimate arrives and it’s 30% to 50% lower than what your contractor quoted. You call the insurance company and get transferred twice. Nobody can explain the gap.
This isn’t a conspiracy. It’s a structural problem. The insurance company adjuster’s job is to assess the damage within the company’s guidelines and software. Those guidelines are designed to control costs. Your contractor’s estimate reflects what the repairs actually cost in your local market.
A public adjuster bridges that gap. We prepare estimates using the same software the insurance company uses, but we document everything the carrier’s adjuster missed or undervalued. Then we negotiate from a position of evidence, not emotion.
Common Misconceptions
”My insurance adjuster is on my side.”
Your insurance adjuster may be a decent person doing honest work. But their employer’s goal is to pay claims accurately and efficiently, which in practice means as low as defensibly possible. That’s not the same as ensuring you receive what you’re owed.
”Hiring a public adjuster will make my insurance company angry.”
Insurance companies deal with public adjusters constantly. It’s a normal part of the process. They won’t cancel your policy or retaliate. If anything, they take your claim more seriously because they know a professional is reviewing their work.
”Public adjusters are only for big claims.”
There’s no minimum claim size required to hire a public adjuster. That said, public adjusters typically provide the most value on claims over $10,000 where the complexity of the loss creates room for significant differences between the insurance company’s estimate and the actual cost of repairs.
”I can negotiate just as well on my own.”
Some policyholders can. Most can’t. Insurance claims involve policy language, building code requirements, depreciation calculations, and line-item estimating. Adjusters on the insurance company’s side do this full-time. Unless you do too, you’re at a disadvantage.
What a Public Adjuster Does That the Insurance Adjuster Won’t
Here’s a practical comparison of what you can expect:
Thorough Inspection
Insurance company adjusters often spend 30 to 60 minutes at a property. A public adjuster’s initial inspection typically takes several hours. We check attics, crawl spaces, behind walls (when accessible), HVAC systems, and areas where hidden damage commonly lurks.
Policy Analysis
Your insurance policy is a contract. It contains coverages many policyholders don’t know they have. Additional living expenses, code upgrade coverage, debris removal, and other provisions can add significant value to your claim. We read every page.
Detailed Documentation
We produce detailed, room-by-room documentation with photos, measurements, and written descriptions. This becomes the foundation of your claim. Quality documentation is the single biggest factor in getting a fair settlement.
Ongoing Communication
The insurance company communicates with us directly. You don’t have to sit on hold, chase down adjusters, or decipher confusing letters. We handle the back and forth so you can focus on your family and your property.
When to Hire a Public Adjuster
The best time to hire a public adjuster is before you file your claim. The second-best time is right now.
We get involved at every stage of the process:
- Before filing: We document the damage first and submit a comprehensive claim from the start.
- During the claim: If the process has stalled or the estimate looks low, we step in and take over negotiations.
- After settlement: If you’ve already accepted a check but the repairs cost more than what you received, we can file a supplement.
The earlier we’re involved, the smoother the process. But it’s rarely too late.
The Real Question
When you file an insurance claim, you’re entering a negotiation. The insurance company has a team of professionals representing their interests. The question is simple: who represents yours?
If you’re dealing with property damage and want someone working for you (not the insurance company), contact Hughes & Associates. We’ll review your situation at no cost and tell you exactly where you stand. You can also check our FAQ for answers to the most common questions about hiring a public adjuster.