Working with your insurance adjuster

Ask what is covered, what deadline applies, and whether you can get additional living expenses after a house fire. Take notes, including names and dates. Nothing here is legal or insurance advice, and your policy is what controls.

Treat the adjuster's visit as a fact-finding meeting. Show them every bit of damage, hand over your records, ask what happens next, and take notes. You do not have to settle anything on the spot, and you can ask for anything important to be put in writing.

The adjuster's job is to look into the loss and work out how your policy applies. An adjuster employed or hired by your insurer is working for the insurer, even if they are helpful and fair. That is not a reason for suspicion, but it is a reason to keep your own records and read your own policy.

This guide is general information and not legal or insurance advice. Your policy, your state's rules and your own circumstances control what happens. If you need help, your state insurance department is a good starting place, and a licensed attorney can advise you on legal questions.

Inventories are tiring, so go at a steady pace. Walk through each room, starting at the door and going clockwise. List what you can see in a closet, a drawer or a shelf, and then make a note of what you remember. If items are gone or unsafe to reach, old photos, videos, shopping accounts and credit card records can jog your memory.

Include a description, brand or model where you know it, how old it is, and any receipts or photos. Take pictures of serial numbers on appliances and electronics. Ask your insurer what format it prefers, as some have forms of their own. Don't exaggerate or guess wildly, because accuracy helps your credibility.

Keep damaged items until you've been told otherwise. If something must go for health reasons, such as spoiled food or sewage-soaked carpet, photograph it first, note what it was, and ask your adjuster how they want it handled. New York's regulator also notes repairs should be limited to what is necessary to protect health or safety before the insurer inspects.

With water damage, the cause can matter as much as the damage. A sudden burst pipe, a slow leak, a sewer backup, surface water and a river flood are all treated differently by many policies. Maryland's regulator says plainly that homeowners policies do not pay for flood. Separate flood coverage exists, and federal flood policies, per FEMA, typically begin 30 days after they are bought.

This is why a plumber's written cause, photos and any failed part are worth keeping. If a claim turns on whether a leak was sudden or long-running, these records can be important. Ask what your policy says about seepage, mold, water backup and surface water, and ask about any limits that may apply.

Your contractor's moisture readings and photos show the extent of the water and the work needed, and the drying guide explains how to read them. A contractor's opinion on what is covered is just an opinion, though, because only your insurer can make a coverage decision.

Fire claims usually involve the structure, contents, smoke damage and temporary housing all at once. New York's regulator explains that policies generally cover additional living expenses after an insured disaster, that you must submit receipts, and that the company is not required to advance you funds, although many do. If you need help right away, ask about an advance.

Ready.gov reminds people to save receipts for fire-related expenses, and to notify their mortgage company. Lenders may be named on payments, so ask how funds will be released and whether you need to take any steps with your lender. Keep records of fire department contacts and the fire report.

Be careful about the smoke-damaged parts of the house. Odor is a real part of many fire losses, and rooms well away from the fire can be affected. Show those rooms during the walkthrough, and if you notice odor later, report it. The first 24 hours guide and why smoke smell lingers can help you see what to look out for.

Phone calls are fine for quick questions, but follow up anything important in writing. A short email can make a real difference when memories differ. State the claim number, what was discussed, what you understand will happen next, and by when. Keep it factual and polite, and avoid speculation about cause or fault.

Here's a simple format: 'Claim number. Thank you for speaking with me today about the water damage at my home. You said you need the plumber's invoice and the moisture log, and that the adjuster will visit next week. I've attached the invoice and will send the log when I have it. Please let me know if I have misunderstood anything.' That's all it takes.

Keep every letter, email and voicemail. If something gets sent by mail, keep the envelope, as postmarks can matter. If a deadline is tight, ask for an extension in writing before it passes, and ask for the reply in writing as well.

Having your contractor present during the inspection can be useful. They can point out readings, explain why a wall had to be opened and answer technical questions. Ask them to stick to facts about the damage and the work, and leave coverage questions to the insurer. Only your insurer can say what your policy pays for.

Differences between the contractor's scope and the adjuster's scope are normal. One may have seen hidden damage the other hasn't, and they may use different assumptions. Ask both to explain line items in plain language, then compare them against your photos and readings. If the job changes once walls are open, take photos and tell your adjuster before going on, because additional work usually needs to be raised with them.

Don't let anyone pressure you to agree to anything during a visit. It's fine to say, 'Please send me that in writing, and I'll get back to you.' You're also not obliged to use any specific contractor unless your policy says otherwise. Ask your insurer directly if you have any doubts.

State rules on claims differ, and so do the common local perils. See Oregon, Connecticut, Delaware, Kansas, Louisiana, New Hampshire, Chicago, Dallas, Colorado Springs, Cedar Hill, Lake Stevens, Norcross, Port Charlotte, Prosper, Atlanta, Indianapolis.