Working with Adjusters


When I teach Water Restoration Technician classes, the thing I hear often is, “adjusters around here will never pay for that.”


Here are a few facts:

  1. It’s not the insurance companies flood job, it’s yours. YOU are responsible for the results, NOT THE ADJUSTER (claims examiner). The work order that was signed has YOUR COMPANIES’ name on it, not the insurance company.
  2. YOU are going to court if the homeowner decides to sue, NOT THE CLAIMS EXAMINER, even though they may have told you they wouldn’t pay for a particular procedure that might have prevented this situation.
  3. YOU are the flood professional that the homeowner hired, NOT THE ADJUSTER (claims examiner).
  4. The way this whole thing was supposed to happen was, CLAIMS EXAMINERS are the representatives of the insurance company, who pays the bill on behalf of the customer, who has been paying premiums for the privilege of having the insurance company pay for possible disasters. Customers pay the insurance premiums and claims examiners interpret the policy and pay the bills. YOU DO THE WORK.
  5. THEY are not supposed to be your job coordinator, YOU ARE.
  6. THEY HAVE THE RIGHT  TO QUESTION EVERYTHING YOU DO and how much you are charging. That’s their job..
  7. It is your job to take professional action, charge a fair price and QUALIFY your actions to the adjuster, when they ask.
  8. Claims examiners are people, with feelings, who have a boss looking over one shoulder and the homeowner looking over the other. . ……..Then they must deal with flood restorers.
  9. UNFORTUNATELY, they deal with many people who call themselves “professionals” who are really amateurs. Meeting flood restorers who are true professionals has become the exception, not the rule.




Get educated. It's no longer, just, sucking up water, leaving air movers and dehumidifiers, then getting paid. It’s gone waaaaay beyond that. There is demand for real professionals.

      Professionals will be getting the flood work.


Expect to be questioned and have answers.


a) “Why do you have 3 dehumidifiers in here ?”

Do you have the scientific answer?

b) “Why should I pay for this TES machine instead of air movers and dehumidifiers and why does it cost so much?”

Do you have the answer?

You must learn the facts.


People can tell when you know what you are doing.

You will be better equipped to do "questions and answers", which has ALWAYS existed,  we just have a lot of people out there who don’t know how to deal with it.

Too many are just accepting what the adjuster says because THEY DON’T KNOW HOW TO BACK UP THEIR POSITION!

1.      Get all the education you can.

2.      Know your facts.

3.      Do the right thing.

4.      Stand up for what you know is right.

5.      Don’t be afraid to qualify what you are doing and have good presentations       prepared.


        Dennis Klager

        WRT Instructor

Copyright 2012 by Dennis Klager