Key facts: Working with your insurance adjuster
- An insurance adjuster investigates and evaluates claims on behalf of the insurer [1].
- A public adjuster is a licensed professional who represents the policyholder rather than the insurer [2].
- Homeowners policies typically cover the dwelling, personal property, additional living expenses and liability under separate sections [3].
- Photos taken before cleanup are the main record of fire damage once restoration begins.
Short answer
The short answer: report early, document everything, ask questions
Report the fire to your insurer as soon as you can and get a claim number. Photograph everything before it is cleaned or removed. Keep a written log of every call and every receipt. Walk the house with the adjuster and the restoration contractor if possible. Read your policy, and ask for explanations in writing when something is unclear.
The adjuster's job is to investigate and evaluate the claim for the insurance company [1]. Most adjusters want the claim to go smoothly; giving them clear, organized information helps them do that.
The process
How a fire insurance claim usually unfolds
- 1
Report the loss
Call your insurer or agent, give the date and basic facts, and get a claim number and the adjuster's contact details.
- 2
Mitigate
Protect the property from further damage with board-up and tarping and water extraction, and keep receipts [3].
- 3
Inspection
The adjuster inspects the home, often with the restoration contractor present.
- 4
Scope and estimate
The insurer and contractor agree on what will be cleaned, removed and repaired.
- 5
Contents claim
You submit an inventory of damaged belongings with photos and details.
- 6
Supplements
If hidden damage is found during the work, the contractor documents it and requests additions to the scope.
- 7
Settlement
Payments are issued according to the policy, sometimes in stages.
Policy parts
The parts of a homeowners policy that matter after a fire
Names vary by insurer; read your declarations page.
| Coverage | What it generally addresses |
|---|---|
| Dwelling | The structure of the house and attached structures |
| Other structures | Detached garages, fences, sheds |
| Personal property | Belongings, often with special limits for some categories |
| Loss of use / additional living expenses | Extra expenses of living elsewhere while the home is unlivable |
| Scheduled items | Jewelry, art and collections listed separately |
| Code upgrades (if included) | Bringing rebuilt parts up to current building code |
Documentation
What to document and keep
A simple folder or shared drive keeps this organized.
- Photos and video of every roomBefore cleanup, including ceilings, closets, attic and outside.
- A call logDate, person, what was said, next steps.
- ReceiptsHotels, meals, clothing, toiletries, mileage and anything bought because of the fire.
- The contractor's reportsMoisture readings, residue findings, photos and scope.
- The contents inventoryItem, room, approximate age, brand, photo.
- Copies of everything you sendEmails, forms and photos.
The restorer's role
How the restoration contractor fits in
The restoration contractor documents what they find, including where smoke and water went, and proposes a scope of work. Many contractors write their estimates in the same software insurers use, which helps both sides compare. Ask the contractor to walk the house with the adjuster so hidden damage, such as attic residue covered on our smoke odor removal page or wet wall cavities, is not missed.
Remember that you choose the contractor and you sign the agreement with them. Read it carefully, especially anything about who the insurer pays and what happens if the insurer does not approve part of the work.
Contents
Building the contents inventory
The contents inventory is often the longest part of a fire claim. Go room by room, including closets, drawers, the garage and the attic. For each item, note what it is, the brand if known, roughly how old it is, and whether it was damaged, cleaned or thrown out. Photos help a great deal. A contents pack-out contractor's inventory can form the backbone of this list.
Do not throw away damaged items until they are photographed and the insurer has had a chance to see them if it wants to.
Disagreements
When you disagree with the adjuster
Disagreements usually come down to scope: whether something can be cleaned or must be replaced, or whether hidden damage exists. Ask for the reasoning in writing, share the contractor's documentation, and ask whether a re-inspection is possible. Many policies describe an appraisal process for disputes over the amount of a loss.
Some homeowners hire a public adjuster, a licensed professional who represents the policyholder rather than the insurer and is usually paid a share of the claim [2]. Others consult an attorney. Consider these options carefully and check licensing before signing anything.
Dallas notes
Things Dallas homeowners should raise early
If your home is in a historic or conservation district, tell the adjuster early, because exterior repairs may need review and matching materials can take longer. If rebuilding will need City of Dallas permits, ask whether your policy covers required code upgrades [4]. In summer, stress that drying needs to start quickly because of heat and humidity.
Living expenses
Temporary housing and additional living expenses
If the fire made your home unlivable, ask your adjuster right away how your policy handles additional living expenses [3]. This coverage generally addresses the extra expenses of living elsewhere, such as a hotel or rental and meals beyond your normal grocery spending, for a reasonable period while repairs are made. Policies differ in limits and duration.
Keep every receipt and a simple log of dates and expenses. If the restoration timeline changes, let the adjuster know early so temporary housing can be extended if your policy allows.
Communication
Keeping the claim moving
Claims slow down when information is missing. Answer the adjuster's requests promptly, send documents in organized batches with clear labels, and confirm phone conversations with a short email summarizing what was agreed. If your adjuster changes, which happens on large or long claims, send the new adjuster a brief summary and your log.
Ask at each stage what the next step is and when you should expect to hear back. A polite follow-up when that date passes is reasonable.
FAQ
Insurance adjuster questions
Do I have to use the restoration company my insurer recommends?
Usually not. You can choose your own contractor. Check your policy and ask your insurer if anything is required before work starts.
Should I be home when the adjuster inspects?
Yes, if possible, with your restoration contractor present too. Point out every area of damage, including the attic, closets and air system.
How do I prove what my belongings were?
Photos, receipts, bank or card statements, manuals, boxes and even older family photos showing items in the house all help.
What is a public adjuster?
A licensed professional who represents you, not the insurer, in preparing and negotiating the claim, usually for a share of the claim.
What if more damage is found during cleanup?
The contractor documents it with photos and readings and submits a supplement to the insurer for approval.