What Claims Adjusters Are Thinking vs What They're Saying
After a natural disaster, few of us are at our best, but here's what to keep in mind when you're interacting with your insurance company's claims adjuster.

Everywhere across the country, we are seeing natural disaster after natural disaster. Wildfires out West and tornadoes and flooding in the South, and hurricane season is coming soon. After each of these events, many of us get to deal with our insurance company and, by extension, a claims adjuster.
Here are the top three things your claims adjuster says to you and what they are actually thinking.
1. After a fire
You are evacuated due to a massive fire heading your way. You hole up at a hotel and await finding out your home’s fate. Sadly, not much is left once the flames are extinguished. Your first conversation with your insurance company’s claims adjuster may go like this:

Sign up for Kiplinger’s Free E-Newsletters
Profit and prosper with the best of expert advice on investing, taxes, retirement, personal finance and more - straight to your e-mail.
Profit and prosper with the best of expert advice - straight to your e-mail.
You: I’ve lost everything! I can’t believe this. I need you guys to get busy rebuilding my house, like tomorrow. Just wire me my policy limits for everything. Seriously, the fire is out, let’s get the ball rolling so I can get my house back before everyone else starts hiring the good contractors.
Claims adjuster: I am so sorry for your loss. Let’s start the process, gather the information we need, get you some money right away so you are as comfortable as possible and move forward from there.
What the claims adjuster is thinking: Poor fella. Everything is gone. But start rebuilding your house tomorrow? Dude, the place is still smoldering, and it is going to take 12 to 18 months before all of the debris removal is completed and the toxins are gone. I can’t just write a check for everything — the policy has requirements for things we both have to do. Take a breath, you’re alive and have a policy — you’re much better off than some. And don’t worry, there will be plenty of contractors fighting to get money from us to rebuild your place.
2. After a storm
Toto, I’ve a feeling we’re not in Kansas anymore. A tornado destroyed your house. It’s going to take a lot of money to rebuild it.
You: Can you believe this weather? Like, out of nowhere, this tornado moved in and basically ripped apart half of my house. I barely escaped. Have you seen the house? I don’t want to live there anymore. Just write me a check and take the house. You can have it.
Claims adjuster: I am so sorry for your loss. It must be very emotional to have just barely escaped the storm. Let’s see what options are available for you under your insurance policy.
What the claims adjuster is thinking: No, you can’t have the money from your policy meant to rebuild your home and just hand your home over to us. You have a loan on that house, remember? I don’t think your bank would be very happy to see you walk away from it and take your insurance proceeds.
3. After a flood
It’s pouring cats and dogs. Not just a lot of rain, but the kind of rain that you can’t even see through, day after day after day. Then water makes its way up your driveway and starts coming under your front door. Soon, your home isn’t under water, but the water is in your home, from the bottom up.
You: My house is effectively a large swimming pool. The water level has risen above the couches, above the beds, and even some of my wall shelves are wet. I wouldn’t be surprised to see water shooting out of the chimney. I’m glad I have my homeowners insurance policy to pay for all of this.
Claims adjuster: That sounds absolutely horrible. I am so, so sorry to hear this. Unfortunately, flood damage is specifically excluded from your homeowners insurance policy. The policy lists in Section I – Exclusions, “We do not insure loss caused directly or indirectly by flood, surface water, waves, water backup, water below the surface.” This type of coverage would be covered by a Flood Insurance policy, available from FEMA or an insurance agent or broker. Would you like information for the Small Business Administration on obtaining a loan to fix your damage?
What the claims adjuster is thinking: So apparently you’ve never read your insurance policy. The first section under exclusions is literally labeled “Flood.” It’s right there. And don’t get irritated at me — I didn’t write the policy.
So what can we learn to do (or not do) from these exchanges?
- Keep your expectations realistic when it comes to what your insurance company can do and how quickly.
- Understand the limits of what your insurance does. Insurance policies are indemnity policies, meaning they are designed to put you back to the way you were before the loss. If that meant you had a house, then rebuilding that house. They are not designed to cash you out.
- Read your insurance policy so you know what’s covered and not covered.
- Don’t take your frustrations out on the claims adjuster — they’re just doing their job.
Want to learn more about insurance? Visit KarlSusman.com.
Related Content
Get Kiplinger Today newsletter — free
Profit and prosper with the best of Kiplinger's advice on investing, taxes, retirement, personal finance and much more. Delivered daily. Enter your email in the box and click Sign Me Up.

Karl Susman is an insurance agency owner, insurance expert witness in state, federal and criminal courts, and radio talk show host. For more than 30 years, Karl has helped consumers understand the complex world of insurance. He provides actionable advice and distills complex insurance concepts into understandable options. He appears regularly in the media, offering commentary and analysis of insurance industry news, and advises lawmakers on legislation, programs and policies.
-
Summer Programs for Kids at Risk Due to Trump Grant Funding Cuts
Tax Dollars Some after-school and summer programs may begin to cut back hours or shut down entirely due to federal cuts to volunteer programs.
-
Over 50 and Still Paying Student Loans? Here's Some Help
It's the club no one wants to join. But if you are over 50 and still paying student loans, there are ways to tackle both debt and retirement savings.
-
Over 50 and Still Paying Student Loans? Here's Some Help
It's the club no one wants to join. But if you are over 50 and still paying student loans, there are ways to tackle both debt and retirement savings.
-
Eight Estate Planning Steps to Protect Your Loved Ones (and Your Legacy)
Two-thirds of Americans don't have an estate plan. If you're one of them, these are the essential steps to take now to prevent problems for your family later.
-
The Six Pros This Adviser Says You Need to Sell Your Business
Selling your business isn't as simple as getting the best price and walking away. These are the six professionals you'll need to get a deal across the finish line.
-
The Three C's to Financial Success: A Financial Planner's Guide to Build Wealth
Consistency, commitment and confidence in your chosen strategy are more critical to your financial success than finding the 'perfect' financial plan.
-
A Financial Adviser's Guide to Solving Your Retirement Puzzle: Five Key Pieces
If retirement's a puzzle you're struggling with, try answering these five questions. The answers will guide you toward a solution.
-
Baby Boomers vs Gen X: Who Spends More?
Baby Boomers and Gen X are guilty of spending a lot of money. Here's a look at where their money goes.
-
You're Close to Retirement and Cashed Out: How Do You Get Back In?
If you've been scared into an all-cash position, it's wise to consider reinvesting your money in the markets. Here's how a financial planner recommends you can get back in the saddle.
-
After the Disaster: An Expert's Guide to Deciding Whether to Rebuild or Relocate
Homeowners hit by disaster must weigh the emotional desire to rebuild against the financial realities of insurance coverage, unexpected costs and future risk.