ZACH FORREST
Executive Vice President of Goodman Gable Gould Adjusters International
Navigating Insurance Claims: The Role of a Public Adjuster
In the wake of property damage — whether due to fire, flood, or another catastrophic event — one of the most overwhelming aspects is navigating the insurance claim process. Many homeowners and business owners may not realize it, but there is a professional who can help make this process much smoother: a public adjuster. This blog explores what public adjusters do, why you should consider hiring one, and how they can help you get the best possible outcome from your insurance claim.
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1. What Is a Public Adjuster?
Public adjusters are advocates for policyholders who have experienced an insured loss. Their role is simple yet vital: to represent the interests of the insured and guide them through the often-complex process of filing and negotiating an insurance claim. Unlike insurance company adjusters, who work for the insurance provider, public adjusters work exclusively for the policyholder, ensuring that their rights and coverage are protected.
Their expertise lies in understanding insurance policies, assessing damage, and ensuring that all the details of a claim are accurately documented and presented to the insurer. From residential properties to large commercial businesses, public adjusters provide the knowledge and support needed to navigate this challenging terrain.
“Public adjusters are advocates for both commercial and residential policyholders that have sustained an insured loss. ”
2. Why Hire a Public Adjuster?
Many people believe they can handle the insurance claims process on their own. However, it’s important to understand that insurance companies often have extensive resources and teams working on their behalf to minimize payouts. Policyholders, on the other hand, are typically navigating these waters alone.
Public adjusters level the playing field. Their job is to ensure that homeowners and business owners are fully aware of their coverage, understand the terms and conditions of their policies, and are not taken advantage of by the insurance company. They bring in their own experts to evaluate the damage, calculate repair costs, and ensure that all aspects of the claim are properly handled.
The insurance company may hire consultants to assess the loss, but a public adjuster does the same on behalf of the policyholder. This makes sure that everyone is on an equal footing and that the claim is handled according to the policy’s terms.
“Homeowners and business owners need to make sure that their interests are being protected. We fill in that void to help them navigate through the claim and assist in leveling the playing field.”
3. When Should You Engage a Public Adjuster?
Timing is critical in the insurance claims process. Many policyholders wait to engage a public adjuster, thinking it’s unnecessary or that the process will be straightforward. However, it's crucial to involve a public adjuster as soon as possible.
Talking to your insurance company can be tricky. Sometimes, even casual conversations can unintentionally complicate the claim or lead to coverage repercussions. A public adjuster acts as a buffer between the policyholder and the insurer, ensuring that no statements or actions negatively impact the claim.
Given that insurance claims are essentially high-stakes business transactions, having a professional in your corner is essential. If you’re dealing with a multimillion-dollar claim, for example, it’s unwise to go it alone. A public adjuster ensures that you don’t make any missteps and that the entire process is fair and transparent.
“Having open conversations with an insurance company might have consequences on your claim... If you’re having a multi-million-dollar business transaction, you’d be silly not to bring in a professional.”
4. Public Adjuster Engagement Process
Once you hire a public adjuster, they take over the heavy lifting. They will visit the property to assess the extent of the damage, take inventory of what was lost, and begin the process of creating an accurate loss estimate. This detailed report becomes the foundation for the insurance claim.
From there, the adjuster works with a network of specialists — contractors, appraisers, and architects — to ensure that the insurance company’s estimates align with the true cost of restoration. A key part of this process is documenting everything, as insurance companies will often scrutinize invoices and estimates to determine what’s covered.
For homeowners, especially in areas affected by widespread disasters like fires in Los Angeles, this process can take time. With permitting timelines, contractor availability, and material shortages, the restoration timeline often needs to be extended.
5. Common Insurance Discrepancies
When working with insurance companies, discrepancies between the insurer’s estimate and the actual costs of repair are common. It’s not unusual for the insurance payout to come in lower than expected, which is why having a public adjuster is so beneficial. They are experts at ensuring that all costs — including those for things like necessary design fees — are factored into the claim.
Design fees are a particularly tricky issue. Many insurers won’t factor these costs into their initial payout, leaving the homeowner to front the money for things like hiring architects or designers. A public adjuster can include these costs in the claim, ensuring that the policyholder can move forward without incurring additional, unexpected expenses.
“Our strategy is to get either a quote from an architect or use a percentage of construction estimate...to give our clients the flexibility to hire an architect and not have to worry about fronting those costs.”
6. Effective Communication
When managing an insurance claim, consistency in communication is critical. One of the most effective strategies for policyholders is to designate a single point of contact — and that should be the public adjuster. When clients communicate directly with insurance companies or involve multiple parties, the risk of miscommunication increases, which could negatively affect the claim.
Public adjusters know how to navigate these conversations without over-explaining or saying something that could unintentionally harm the case. They also understand the importance of clear, concise communication, which ultimately leads to the best possible outcome for their clients.
“There should be one voice on the claim, and that should be the public adjuster... Letting your public adjuster handle the communication... leads to the most effective outcome.””
7. Professional Representation
Today’s insurance environment is more complicated than ever, making the role of a public adjuster even more essential. From interpreting complex policies to negotiating fair settlements and ensuring that all necessary costs are covered, public adjusters are advocates who protect the interests of policyholders at every step. In a process that can feel overwhelming and adversarial, having an experienced professional in your corner can be the difference between a frustrating recovery and a successful one.