A public adjuster plays a crucial role in documenting damage, preparing your insurance claim, communicating with the insurer, and negotiating for a fair and reasonable settlement. While public adjusters handle the heavy lifting, the quality of communication between you and your adjuster can significantly influence the accuracy and speed of your claim.
We are licensed public adjusters with the company having more than 40 years of combined experience handling residential and commercial insurance claims in California, I’ve seen how simple communication habits can make—or break—a claim. This guide outlines how to communicate clearly, what information to share, and how to work as a team with your adjuster to protect your claim.
Why Communication Matters in an Insurance Claim
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Strong communication helps your public adjuster document your loss correctly and keep the insurer’s deadlines on track.
Good Communication Helps Your Adjuster:
- Understand the full scope of damage
- Track timelines and claim movements
- Respond quickly to insurer requests
- Prepare accurate estimates and documentation
- Prevent delays, mistakes, or missing information
- Build a strong, supported claim package
Insurance claims run smoother and faster when the policyholder and adjuster work together.
What to Communicate With Your Public Adjuster
1. Be Clear About How and When the Damage Was Discovered
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Provide accurate, factual details about what you saw, heard, or smelled.
Examples to Share:
- When you first noticed the issue
- What triggered your discovery (sound, smell, leak, stain, or alarm)
- Any actions you took immediately
- Whether the damage worsened over time
- Effected Rooms
Your adjuster needs this information to prepare the timeline insurers rely on.
2. Share All Documentation and Evidence
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Provide photos, videos, receipts, and reports as early as possible.
Send Copies of:
- Plumber findings
- Leak detection reports
- Fire department or police reports
- Moisture logs or drying documentation
- Contractor estimates
- Receipts for emergency repairs
- ALE or temporary housing expenses
- Contents lists
- Insurance estimates
Complete evidence helps your adjuster build the claim properly.
3. Tell Your Adjuster About Every Affected Area
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Even small or hidden problems matter in a claim.
Notify Them If You Notice:
- New staining or moisture
- Odors (smoke, mildew, chemical smells)
- Cracks, warping, or soft spots
- HVAC issues or unusual noises
- Mold or discoloration
- Delamination of cabinets or flooring
Damage that seems minor to you may be critical to your adjuster.
4. Communicate Any Upcoming Repairs or Inspections
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Do not schedule repairs without talking to your adjuster first.
Tell Them About:
- Contractor visits
- Mold inspections
- Demolition or tear-out plans
- HVAC cleaning
- Appliance replacement
- Roof tarping or emergency mitigation
Your adjuster may want to document conditions before work begins.
5. Inform Them of Any Interactions With the Insurance Company
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Forward emails, texts, and voicemails from the insurer promptly.
This Helps Your Adjuster:
- Respond before deadlines lapse
- Clarify any miscommunication
- Prevent the insurer from gaining leverage
- Maintain accurate records for negotiation
Your adjuster cannot address issues they don’t know about.
6. Share Changes in Your Living Situation (ALE)
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If you are using ALE benefits, keep your adjuster updated.
Update Them About:
- Moving into temporary housing
- Hotel extensions
- Changes in rent
- Food or laundry expenses
- Pet boarding
- Utility changes
These details ensure ALE reimbursement is handled correctly.
7. Be Honest About What You Know (and Don’t Know)
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Never guess or assume. Tell your adjuster if you’re uncertain.
Examples:
- “I’m not sure how long the leak was happening.”
- “I don’t know when the stain first appeared.”
- “I threw away some items before documenting them.”
Your adjuster can work around uncertainties—insurers will use them against you if not explained properly.
What to Communicate With Your Public Adjuster
1. Use Written Communication as Much as Possible
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Written communication creates a record and prevents misinterpretation.
Email or Text Is Best For:
- Updates
- Questions
- Document sharing
- Confirming statements
- Tracking timelines
Written communication is invaluable when insurers request verification.
2. Respond Quickly
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Insurance deadlines are strict. Quick responses prevent delays.
Try to reply within 24–48 hours to:
- Document requests
- Scheduling updates
- Inspection notifications
- Questions from your adjuster
Your adjuster will use your information to keep the claim moving.
3. Keep Everything Organized
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Store all files in one place.
Suggested folders:
- Photos & videos
- Receipts
- Reports
- Insurance correspondence
- Adjuster communication
- ALE expenses
Organization helps your adjuster prepare accurate submissions.
4. Ask Questions When You Need Clarity
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A good adjuster explains the process clearly.
Ask about:
- Coverage
- Timelines
- Required documents
- Next steps
- Deadlines
- Inspection expectations
You should never feel confused about your claim.
5. Schedule Regular Check-Ins
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Consistent communication helps avoid gaps or misalignment.
Check-ins can be weekly or biweekly depending on claim complexity.
6. Avoid Making Promises or Statements to the Insurer Without Your Adjuster
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Your adjuster should guide all communication with the insurer.
Avoid:
- Guessing how long damage existed
- Speculating about cause
- Admitting fault
- Signing anything without review
Let your adjuster speak for you to protect your claim.
When to Call Your Public Adjuster Immediately
Call right away if:
- New damage appears
- Mold or odors develop
- You find additional affected rooms
- The insurer denies or reduces part of your claim
- The insurer requests a recorded statement
- You receive unfamiliar forms
- You experience delays or unanswered emails
- ALE is being questioned or cut off
Your adjuster needs to know immediately to respond properly.
FAQ
Communicating effectively with your public adjuster is critical to achieving a fair and reasonable insurance settlement. Homeowners should share documented damage, plumber or contractor reports, receipts, inspection updates, and any communication from the insurer. Written communication—especially email—helps maintain clear records and prevents misunderstandings. Prompt responses help your adjuster meet California’s strict claim-handling deadlines, including the 15-day acknowledgment rule and the 40-day coverage decision requirement. Public adjusters rely on accurate homeowner information to prepare the claim, identify hidden damage, coordinate inspections, and negotiate with the insurance company. Homeowners should avoid guessing or making statements to insurers without guidance, and should alert their adjuster immediately if new damage appears or if the insurer disputes any part of the claim. With strong communication, the claims process becomes organized, efficient, and far more successful.
Have You Experienced Vandalism or Theft To Your Commercial Property? Contact Excel Adjusters
If your business has been hit by vandalism or theft, our team at Excel Adjusters steps in to guide you through the insurance claims process with clarity and support. We advocate on your behalf to pursue a fair and reasonable settlement that reflects the true extent of your losses. We offer a no-cost consultation to review your commercial vandalism or theft claim and help you protect your property while securing the compensation your business needs to recover.
