0800 002 5819 claims@claimrite.co.uk

In the UK, a loss adjuster is a professional appointed by insurance companies to independently assess and investigate insurance claims on behalf of the insurer. Their primary role is to evaluate the extent of loss or damage, determine the validity of the claim, and are expected to help facilitate a fair and accurate settlement between the insurer and the policyholder. Their appointment should ensure an unbiased and objective assessment of the claim, protect the interests of both parties and expedite the claims process.

What Does a Loss Adjuster Do?

  1. Assessment and Investigation: Loss adjusters thoroughly investigate the circumstances surrounding the claim. This involves visiting the property, assessing the damage, and collecting evidence to ascertain the cause and extent of the loss.
  2. Validation of Claims: They review the policy terms and conditions to verify coverage and determine the validity of the claim, ensuring that the claim falls within the scope of the insurance policy.
  3. Quantification of Loss: Loss adjusters calculate the financial value of the loss or damage, considering factors such as repair costs, depreciation, market values, and any applicable policy excess.
  4. Documentation and Reporting: They compile detailed reports, including findings from their investigations, supporting evidence, and recommendations regarding the settlement of the claim.

What Methods Does a Loss Adjuster Use?

  1. On-Site Inspection: They visit the property to inspect and assess the damage firsthand, taking photographs, measurements, and notes to document the extent of the loss.
  2. Interviews and Investigations: Loss adjusters interview relevant parties, such as the policyholder, witnesses, contractors, or experts, to gather information and corroborate facts related to the claim.
  3. Documentation Review: They scrutinise policy documents, invoices, receipts, and other evidence provided by the policyholder to assess the claim’s validity.

Responsiveness and Complaints:

  • Responsiveness: Loss adjusters are expected to act promptly, communicate effectively, and provide updates throughout the claims process. Timely responses and transparent communication are crucial for a smooth claims experience.
  • Complaints: While loss adjusters should strive to provide fair and efficient service, commonly, instances where disagreements arise between the parties involved, leading to complaints about delays, valuation disputes, or perceived unfair settlements.

Helpfulness to Policyholders:

  • Assistance: Loss adjusters should guide policyholders throughout the claims process, offering advice on mitigation measures, and interim payments, and facilitating necessary repairs or replacements.
  • Expertise: Their expertise can be valuable in negotiating fair settlements and ensuring that policyholders receive appropriate compensation per their insurance policy.

In essence, while their primary allegiance is to the insurer, loss adjusters should aim to conduct fair and impartial assessments, balancing the interests of the insurance company and the policyholder. Their cooperation is crucial in achieving an equitable resolution of insurance claims and helping policyholders navigate the claims process efficiently. However, experiences with loss adjusters may vary, and, commonly, disputes or dissatisfaction with their findings arise, leading to complaints or disagreements during the claims settlement.

If you would like to speak to an expert about this or any other aspect of your claim, call our free Property Claim Helpline on 0800 002 5819, for a no-obligation consultation.

What Do Loss Adjusters Look For?

When a loss adjuster visits a home, they’re usually tasked with assessing the extent of damage claimed by the policyholder and determining whether it falls within the scope of the policy coverage. Here are some key things they typically look for:

  • Extent of Damage: The adjuster will physically inspect the property to understand the extent and nature of the damage. They may take photographs or videos, measure, and make notes about the damaged areas.
  • Policy Coverage: They’ll review your insurance policy to determine what is covered and what isn’t. They confirm if the type of damage incurred is included in your policy and if the claim amount is within the policy limits.
  • Causation: The loss adjuster will seek to understand the cause of the damage. This involves investigating how and why the damage occurred, and whether it aligns with the claim made by the policyholder.
  • Liability: If the damage was caused by a third party, the adjuster might assess liability. For example, if a tree from your neighbour’s yard fell on your house, the adjuster would consider this factor.
  • Prevention Measures: Adjusters also assess whether the property owner took reasonable steps to prevent the damage. For instance, they’d check if regular maintenance was carried out to prevent leaks in case of water damage.
  • Property Condition: The adjuster will evaluate the overall condition of the property, including any pre-existing damage or wear and tear.
  • Personal Property (Contents) Damage: In the case of contents insurance, adjusters will examine the damaged personal property. They may ask for receipts or other proof of ownership.

How To Prepare for a Visit from a Loss Adjuster

Preparing for a visit from a UK loss adjuster is essential to ensure a smooth and effective assessment of your insurance claim. Here are some tips on how to prepare for a loss adjuster’s visit and how to handle the interaction:

What To Do Before a Loss Adjuster Visit:

1. Gather Documentation:

  • Insurance Policy: Familiarise yourself with your insurance policy, understanding the coverage, terms, and conditions relevant to your claim.
  • Evidence: Gather all relevant documents, such as photographs, receipts, invoices, and any other evidence related to the claim. Organise them for easy access and presentation. Not only does this make things easier for the loss adjusters but can speed up the claims process.

2. Prepare the Property:

  • Safety Measures: Ensure the property is safe for the adjuster’s visit. Make any necessary temporary repairs to prevent further damage, but do not initiate permanent repairs before the assessment.
  • Accessibility: Provide easy access to the damaged areas or items. Clear pathways and ensure the adjuster can inspect the affected areas without impediments.

3. Be Present and Cooperative:

  • Be Available: Be present during the loss adjuster’s visit to provide information, answer questions, and provide access to the property.
  • Cooperate: Be cooperative and transparent. Answer their questions truthfully and provide any requested documentation or information promptly.

4. Document the Assessment:

  • Take Notes: Take notes during the visit. Record what the adjuster inspects, documents, and discusses. Document any agreements or commitments made during the assessment. The loss adjuster should not object if you wish to record the meeting.
  • Ask Questions: If you have doubts or need clarification, don’t hesitate to ask questions about the assessment process or any aspects of your claim.

5. Communicate Effectively:

  • Keep Records: Maintain records of all communications with the loss adjuster. This includes emails, letters, or any other correspondence related to the claim.
  • Follow-Up: If the adjuster promises any follow-up actions or updates, ensure to clarify timelines and next steps.

6. Seek Advice if Needed:

  • Professional Assistance: Consider seeking advice from a loss assessor or a qualified professional if you’re unsure about the assessment or encounter difficulties with the claim process. Call 0800 002 5819 for free claims advice.

Handling the Interaction:

  • Remain Calm: Stay composed and cooperative during the visit. Avoid becoming confrontational or argumentative, even if you disagree with the adjuster’s findings.
  • Ask for Clarifications: If you don’t understand something or need further explanation, politely ask the adjuster for clarification or more details.
  • Take Your Time: Don’t feel rushed during the assessment. Ensure the adjuster thoroughly inspects the damage and comprehensively documents the details.


Preparing for a loss adjuster’s visit involves organising documentation, ensuring property accessibility, cooperating during the assessment, and effectively communicating. Handling the interaction with the adjuster calmly and professionally while being well-prepared can significantly contribute to successfully assessing your insurance claim. If there are disagreements or concerns about the assessment, consider seeking advice or assistance from professionals familiar with insurance claims processes, such as a Claimrite loss assessor, on 0800 002 5819.


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