Your insurance adjuster is coming — what to expect during the visit

Once you've filed a claim, your insurance carrier assigns an adjuster who'll visit (or sometimes do a virtual inspection) to scope the damage and write the estimate. That visit determines what gets covered and what doesn't. Here's what to know going in.

When the adjuster shows up

For most carriers (State Farm, USAA, Allstate, Liberty Mutual, Progressive, Erie, Nationwide, GEICO), the adjuster reaches out within 1-3 business days of filing. Emergency losses (active water, post-fire) can be flagged for expedited assignment. The actual on-site visit is typically scheduled 3-7 days after the call.

What the adjuster does

• Verifies the cause of loss matches what you reported.
• Photographs the damage from their perspective.
• Measures affected areas (rooms, walls, flooring).
• Identifies materials and assesses replacement scope.
• Writes the carrier's scope of work, typically in Xactimate format.
• Issues an initial estimate, often the same day or within a week.

How to prepare

1. Have your restoration company present if possible. We meet with adjusters on-site routinely — having both parties walk the loss together prevents scope disputes.
2. Have your photos ready (the ones you took in the first hour).
3. Have a list of damaged contents started, even if incomplete.
4. Know your policy basics — deductible, dwelling limit, contents coverage limit.
5. Be present, not just available. Adjusters work faster and scope better when the homeowner can answer questions.

What to ask during the visit

• "What's your initial scope of work?" — gets you the line items.
• "What's the timeline for the estimate?"
• "What's the supplement process if scope is missed?" — important; almost every claim has supplements.
• "Is direct billing available with my chosen restoration contractor?"
• "What about ALE (Additional Living Expenses) if I need to relocate?"

When scope disputes happen

It's common — almost expected — for the adjuster's initial scope to come in lower than what the actual restoration requires. This is where supplements come in: as work progresses and additional damage is discovered (hidden moisture in wall cavities, soot deeper than visible, etc.), we file supplements with documentation. Carriers typically approve supplements that are well-documented.

What NOT to do during the visit

• Don't speculate about cause beyond what you know.
• Don't accept verbal assurances — get scope decisions in writing.
• Don't throw anything away yet.
• Don't agree to use the carrier's preferred contractor under pressure — you have the legal right to choose any licensed restoration company.