Claims Adjusters: What to Expect

You'll deal with a claims adjuster in most cases. (comze.com)

Nothing can ruin your day like a car crash. Even though most of us carry car insurance, it’s perhaps one of a handful of things we buy, and yet hope to never use.

Regardless of our hopes, based on the law of averages, most of us will eventually have to put our coverage to use. That means filing a claim with our auto insurance company. We won’t get into the full details of the claims process here, but we will take an extensive look at a group of people that policyholders deal with when they make a claim – claims adjusters.

So let’s take a look at exactly what you can expect from a claims adjuster, and just what they do.

The Claims Process has a Cast of Characters

Since the first step in filing a claim is getting the details of the crash or collision you were involved in to your insurance company, you may or may not have to deal with a human being, depending upon what options your insurer offers.

Some of those options include: calling your local agent or a toll-free service line; a web based platform; smartphones and tablets. You can even file a claim in person if your agent has an office convenient to you.

No matter how you choose to file your claim, once you have started the process, you can expect to hear from a claims adjuster, dispatched by your insurer with the expressed purpose of assessing the damages to your automobile.

Here’s the entire list of what claims adjusters may do, depending upon the specifics of a particular claim:

Evidence Gathering

If there are reliable and documented witnesses to the incident, the claims adjuster may take statements from them. They can also take a statement from you and the other driver as well.

Examining Damage

The claims adjuster may examine your car as well as any other automobiles from the collision. They’ll ensure that the damage on each automobile matches how the crash unfolded, and can often spot attempts at fraud.

Reviewing Documentation & Injury Claims

A claims adjuster will review any statements already taken by others and police reports of the accident. In some smaller claims, there may be no police report.

You can be sure there will be police reports if injuries are involved. And a claims adjuster will also examine these to make a determination of what benefits are applicable.

Set a Value on Your Automobile

Based on book values as well as the actual condition of your car, a claims adjuster will make a determination as to how much it is worth. A comparison of the cost of damages to vehicle worth will mean either repairs, or declaring your car a total loss.

Who Was at Fault?

Even if you live in a no-fault insurance state, a claims adjuster will attempt to determine which driver was at fault, or if both are culpable.

Working with Other Driver’s Insurer

Unless both cars are insured by the same company, there will likely be cooperation between each driver’s insurer. And claims adjusters are the ones that work in this capacity.

Tips for Dealing with a Claims Adjuster

When it comes to working with a claims adjuster, it’s important to remember that no matter who they’re employed by, they’re working on behalf of your insurance company. And your insurer expects them to be looking for ways to minimize the amount they’ll have to pay out in regards to your claim.

However, they simply can’t make a determination of the damage and what it will cost to repair by themselves. That’s because a third party auto repair facility will have to do the repairs, and they’ll often provide an estimate which will be the eventual total of the claim.

The claims adjuster may negotiate and/or suggest refurbished or used parts rather than new ones, which can lower the estimate and the claim as well. And in some cases, insurers have preferred providers for such services, along with pre-negotiated discounts and expectations of quality. Despite their preference, the choice of where your car is repaired is always up to the consumer.

Finally, remember that a little politeness goes a long way. Because the claims adjuster has such an important role to play in your claim, there is nothing to be gained by irritating or being rude to them. They’ll make sure you have there contact information so you can make inquiries as required, as well as being in regular contact with you throughout the claims process.

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