Let’s be honest. The moment you file an insurance claim, you enter a labyrinth. It’s a world of paperwork, phone calls, estimates, and, most importantly, conversations with one pivotal figure: the insurance adjuster. Many people believe that once they’ve reported the loss and provided the initial information, their job is mostly done. They wait passively for a check to arrive, trusting the system to work in their favor. This is perhaps the single biggest mistake you can make. In an era defined by global instability, climate-driven disasters, and overwhelming digital noise, the age-old principle of follow-through isn’t just a good business practice—it’s your most critical tool for financial recovery.
The role of the insurance adjuster has become exponentially more complex. They are no longer just assessing a fender bender or a stolen laptop. They are on the front lines of a new reality: a world where "unprecedented" events have become the norm. From hurricanes fueled by warmer oceans devastating entire coastlines, to wildfires consuming communities, to supply chain disruptions causing construction material costs to skyrocket, the context of every claim is now set against a backdrop of systemic stress. Insurance companies are grappling with massive, aggregated losses, leading to tighter internal controls and increased pressure on adjusters to close files quickly and for as little money as possible. In this high-stakes environment, your polite persistence—your systematic follow-through—is what separates a fully compensated claim from a frustrating financial setback.
To understand why follow-through is so powerful, you must first understand the world the adjuster inhabits.
Climate change is no longer a future threat; it's a present-day business reality for insurers. A single hurricane like Ian or Ida can generate millions of claims. Adjusters, many of whom are independent contractors stretched thin across disaster zones, are handling caseloads that are simply unmanageable. Your claim, which feels like the most important thing in your world, is one of hundreds in their queue. Without consistent, polite follow-up, it is terrifyingly easy for your file to be buried, delayed, or forgotten in the chaos. A simple, scheduled phone call or email to check status isn't nagging; it's a necessary beacon that brings your case back to the top of the pile.
The insurance industry, like many others, is rapidly digitizing. Automated systems, AI-driven triage, and digital claims filing create efficiency but also emotional distance. It’s easier for an adjuster to see a claim as a case number on a screen rather than a family whose home has been flooded. Your follow-through re-injects humanity into the process. A calm, professional, and personal approach reminds the adjuster that there is a real person with a real problem on the other end of the line. This human connection can be the difference between a rigid adherence to policy language and a more empathetic interpretation that works in your favor.
Global inflation has hit the construction and repair industries hard. The cost of lumber, roofing materials, and labor is volatile. Insurance companies are hyper-aware of this and are fiercely combating what they term "claims leakage"—the industry term for overpaying on claims. Adjusters are under strict directives to verify every single cost, to question estimates, and to use specific software that may lowball repair calculations. When you follow through by providing updated, detailed estimates from your contractor that reflect current market prices, you are not being difficult. You are providing the evidence the adjuster needs to justify a higher, more accurate payout to their own superiors. You are helping them build a defensible file.
Follow-through isn't about being a pest. It's about being a professional, organized, and indispensable partner in the claims process. Here’s how to do it right.
Your ability to follow up effectively is entirely dependent on your records. Before you even speak to an adjuster, create a dedicated claim file. This should include: * The claim number and the adjuster's full name, direct phone number, and email address. * A detailed log of every interaction: date, time, who you spoke with, and a summary of what was discussed. ("10/26: Spoke with Jane Doe. She received the contractor's estimate but needs an itemized list for the kitchen cabinetry. Agreed to send it by 10/28.") * Photographs and videos of everything—the damage, your undamaged property for comparison, serial numbers, etc. * All correspondence, both sent and received, saved in one place.
This log is your bible. It allows you to follow up with precision. Instead of saying, "I think we talked about something last week," you can say, "Following up on our conversation last Thursday at 2:15 PM, I have now emailed the itemized list for the cabinetry we discussed."
Silence is your enemy. Establish a predictable and reasonable rhythm of communication. A good rule of thumb is to make contact at every logical milestone of the claim. * After submitting a key document (e.g., your proof of loss statement): "Hi [Adjuster's Name], I'm just following up to confirm you received the signed proof of loss form I emailed on Monday. Please let me know if you need anything else from me to keep this moving forward." * If you haven't heard anything in 7-10 days: "Hello [Adjuster's Name], I'm checking in on the status of claim #[Number]. I know you are busy, but I wanted to see if there is any update or if there is any additional information I can provide to assist with the review."
This approach is professional, non-confrontational, and positions you as helpful rather than hostile. It creates accountability without accusation.
The worst kind of follow-up is a vague, "What's going on with my claim?" The best kind provides value and moves the process forward. * Bridge Gaps: If your contractor identifies a problem the adjuster missed (e.g., hidden water damage behind a wall), don't just call to complain. Follow up by sending the contractor's report with photos and a request for a supplemental review. You are providing the adjuster with the evidence to increase your payout legitimately. * Preempt Objections: If you know a certain item is contentious, address it proactively. "My contractor's estimate includes a line item for [specific code-compliant material]. I have attached the manufacturer's spec sheet and the local building code section that requires its use for your file." * Clarify and Confirm: After a complex conversation, follow up with an email summarizing your understanding. "Thank you for your time today. Just to confirm my understanding, you have approved the dwelling coverage for X amount, and the next step is for me to get the signed contract from the roofer to you for the ACV payment. I will have that to you by Friday."
This transforms you from a claimant into a collaborative project manager. You make the adjuster's job easier, and people who make our jobs easier get better, faster results.
When you execute this strategy, the outcomes are dramatically different.
A claim that is actively managed does not get stuck. Your consistent communication prevents the file from gathering digital dust. It creates momentum. Adjusters are incentivized to handle the files that are "squeaky wheels" first, precisely because the polite, organized squeaky wheel is easier to deal with than the one that has been silent for weeks and is now irate.
Insurance policies are complex, and initial estimates often miss things. Your follow-through is the mechanism for catching these omissions. By continuously reviewing estimates, asking questions, and providing new evidence, you ensure that the final settlement reflects the true cost of restoring your property to its pre-loss condition, not just the cost of the most obvious repairs. This is where thousands, sometimes tens of thousands, of dollars are won or lost.
Your detailed log of follow-up communications is not just for your own use. It is a powerful tool if the claim goes sideways. If you ever need to escalate to the adjuster's supervisor or to your state's department of insurance, you are not presenting a story of frustration. You are presenting a documented timeline of professional, good-faith efforts on your part, contrasted with delays or unresponsiveness on the part of the insurer. This record is incredibly compelling and often prompts a swift and favorable resolution.
In the final analysis, navigating an insurance claim is a test of endurance and organization. The adjuster is not your enemy, but they are not your advocate either. They are a professional counterpart operating under significant constraints. Your disciplined, persistent, and professional follow-through cuts through the noise of their chaotic world. It builds rapport, establishes credibility, and creates a path of least resistance that leads directly to a fair and timely settlement. In today's volatile world, taking control of the process isn't just an option—it's an absolute necessity for protecting your financial well-being.
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Author: Farmers Insurance Kit
Link: https://farmersinsurancekit.github.io/blog/why-followthrough-matters-with-insurance-adjusters.htm
Source: Farmers Insurance Kit
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