What to Say — and Not Say — to the Insurance Adjuster

The first few conversations with your insurance company’s adjuster set the tone for the whole claim. They do not need to be stressful. You do not need to know construction or insurance terms. You just need to be accurate, organized and calm, and to avoid a handful of common phrases that cause trouble later.

Who you are talking to

The adjuster assigned to your claim works for the insurance company. That does not make them your enemy, and many are fair, hardworking people. But their job is to investigate and evaluate the claim for the insurer, and they may be juggling dozens of files at once. After a big storm, many are independent adjusters flown in from the mainland who may not know island building methods, barge freight costs or how long permits take here.

So treat every conversation as a business conversation. Be friendly, be honest, and keep good records.

On the first call

Have your policy number and a short list of what happened in front of you. A helpful way to start is:

Things that are good to share:

• When you first noticed the damage, and what the weather was doing, as best you know
• Where you saw water, wind damage or debris, room by room
• What you did to protect the home: tarps, buckets, moving furniture, shutting off water
• That you would like a copy of the adjuster’s estimate and photos when they are done
• The best way to reach you, and that you prefer important things in writing

What not to guess about

Most of the trouble in claims starts with an innocent guess. Insurance policies often exclude wear and tear, long-term leaks and damage that happened before the policy period, so a casual remark can be written down and used to reduce a claim. If you do not know something, say so.

• How long a leak has been going on
• Whether a stain or crack is “old” or was “already there”
• The cause of the damage, if you are not sure. Describe what you saw instead
• Whether something is covered. Let the policy answer that
• Repair costs, before you have an estimate

Recorded statements

Some insurers ask for a recorded phone statement early in the claim. Standard homeowners policies list duties like showing the damage, providing records and, if requested, an examination under oath. A recorded phone interview is usually not one of the listed duties. You can politely ask what it will cover, take time to prepare, or offer to answer questions in writing. If you do give one, answer only what you know, keep answers short, and ask for a copy.

Getting ready for the inspection

• Walk the property and make a simple list of every room and area with damage, inside and out
• Have your photos, videos and receipts ready on your phone or printed
• Keep damaged items if you safely can, or photograph them before they go to the dump
• Have your declarations page handy so you know your coverages and deductible
• Plan access to the attic, the roof, under-house areas on post-and-pier homes, the lanai and any ohana unit

During the visit

• Walk with the adjuster and point out each item on your list
• Mention hidden areas: inside closets, behind furniture, the attic and the crawlspace
• Ask what they are measuring and whether an engineer or other expert will come
• Take your own photos of what they inspect, and note anything they skip
• If something is missed, say so politely before they leave: “Could you also look at the back bedroom ceiling?”

After the visit: put it in writing

The same day, send a short email that recaps the visit. It takes five minutes and prevents most misunderstandings later. You can copy this:

Keep a claim log too. A notes app is fine: date, who you spoke with, and what was said or promised. If a response is slow, Hawaiʻi’s unfair claims practices law expects insurers to respond substantively to your communications, generally within 15 working days.

When the estimate comes back

Ask for the full, line-by-line estimate and the adjuster’s photos. Compare it with what you know is damaged and with a contractor’s estimate if you have one. You do not have to accept the first number without asking questions, and you can submit additional information. Before you cash a check marked “final” or sign anything that sounds like a release, read it carefully and get it reviewed.

Common Questions