You filed a claim for your damaged car. An insurance company claims adjuster must now inspect it, assess the damage, and decide the payment amount.
Most drivers find the claims adjustment process unclear. They often do not know what the adjuster does, how the process works, or their rights. Many are surprised that they may have input on the inspection.
I will explain how the process works and whether you can choose your adjuster.
What Is a Claims Adjuster?
A claims adjuster is a professional who investigates an insurance claim. Their job is to:
- Inspect the damaged vehicle.
- Document the damage with photos and notes.
- Determine the cause of the damage.
- Estimate the cost of repairs.
- Decide whether the damage is covered by your policy.
- Recommend a payment amount to the insurance company.
The adjuster represents the insurance company, aiming for fair handling and accurate payment.
How the Claims Adjustment Process Works
The process includes these steps:
Step 1: You file a claim.
You report the accident or damage to your insurance company and provide photos, the accident report form, and other documentation.
Step 2: The insurer assigns an adjuster.
Your insurance company assigns a claims adjuster to your case. This may be an insurance company employee or an independent adjuster contracted by the insurer.
Step 3: The adjuster contacts you.
The adjuster contacts you to schedule an inspection at your location or at a designated center.
Step 4: The adjuster inspects your car.
The adjuster reviews the damage, notes unrelated pre-existing issues, and records photos and measurements.
Step 5: The adjuster estimates repair costs.
The adjuster uses software to estimate repairs and may decide if your car is a total loss.
Step 6: The adjuster submits a report.
The adjuster submits their damage report, repair estimate, and coverage decision to your insurer.
Step 7: The insurer makes a decision.
Based on the report, the insurer approves or denies the claim and outlines payment if approved.
After understanding the steps, you might wonder how long the process usually takes.
Timelines depend on claim complexity.
Simple claims (minor damage): 2-5 days from filing to payment
Moderate claims (significant damage): 1-2 weeks
Complex claims (total loss, disputed fault, injuries): 2-4 weeks or longer
Delays may result from workload, part shortages, or disagreements.
The process also raises another key question: Can you choose your own adjuster??
This depends on your location and policy.
In most cases, no, you cannot choose your own adjuster.
The insurance company has the right to assign its own adjuster. They pay for the inspection. They choose who performs it. This is standard practice in most countries.
In some cases, yes, you have the right to an independent adjuster.
Some countries and claims allow you to request an independent adjuster, mainly for large or disputed cases.
In all cases, you can hire your own adjuster at your own expense.
Hiring your adjuster provides a second opinion and leverage in settlement negotiations if you disagree with the insurer’s estimate.
When Should You Hire Your Own Adjuster?
Hiring an adjuster costs €200-500. It’s not worth it for small claims, but it can help with large ones.
Consider hiring your own adjuster if:
- Your car is worth more than €10,000
- The damage is extensive (over €5,000 in repairs)
- Your car may be a total loss.
- You disagree with the insurance company’s estimate.
- The insurance company is taking too long to process your claim.
Do not hire your own adjuster if:
- The damage is minor (under €1,000)
- You agree with the insurance company’s estimate.
- Your car is old and has low value.
Disagreements can arise during the process. If you are not satisfied with the adjuster’s assessment, consider these steps.
Disagreements are common. Here is what to do next.
Step 1: Ask for a detailed explanation.
Request the adjuster’s report and ask how they calculated the estimate. They may revise errors or omissions.
Step 2: Provide additional evidence.
Share photos, videos, or mechanic quotes to support revising the estimate.
Step 3: Escalate to a supervisor.
If needed, escalate to a supervisor and explain why the estimate is too low.
Step 4: Use the insurance company’s dispute resolution process.
Most insurers offer a formal claims dispute process, which may include a second inspection.
Step 5: Hire your own independent adjuster.
Hire an independent adjuster for added leverage if you still disagree.
Step 6: File a complaint with the insurance regulator.
As a last resort, file a complaint with your country’s insurance regulator—a process that takes months.
assessed, you might also wonder if you can choose where your car is repaired.
Yes. In mYes. In most countries, you have the right to choose where your car is repaired. The insurance company cannot force you to use its preferred repair shop. There are trade-offs.
Using the insurer’s preferred shop:
- The repair is guaranteed by the insurance company.
- The process is faster (no delays for approvals)
- You may receive additional benefits, such as a loaner car.
Using your own shop:
- You choose the mechanic you trust
- You may need to get approval for the estimate.
- If the estimate is higher than the insurer’s, you may need to pay the difference.
Our recommendation: If the insurer’s preferred shop has good reviews, use it for a smoother process. If you have a trusted mechanic, use them, but be prepared to advocate for yourself. ine
The claims adjustment process is usually straightforward, but can be frustrating. The insurer assigns an adjuster to inspect and estimate the damage. Most drivers cannot select their own adjuster, but can hire one independently. If you disagree, ask questions, provide evidence, and escalate. Hiring your own adjuster is worthwhile for large claims.
The most important thing is to document everything. Take photos, keep receipts, and get written estimates. More evidence strengthens your position in disputes.
