How A Loss Adjuster Works
An adjuster wants to inspect your car and ask questions, and you do not know what to expect.
A loss adjuster is the person an insurer sends to investigate an accident and assess how much a claim is genuinely worth. They work for the insurer, not for you, even though the conversation can feel friendly.
Within the wider road accident claim process, the adjuster usually appears once a claim is opened, before any offer is made. Their findings shape what the insurer is willing to pay.
What a loss adjuster typically checks
An adjuster generally reviews the police report, inspects the vehicle for damage, and compares repair quotes against what they consider a reasonable cost. Where there is an injury, they may also look at medical records and out-of-pocket receipts.
Their goal is to confirm the loss happened and that the amount claimed is reasonable, before recommending what the insurer should pay.
Why “working for the insurer” matters
Their role is to protect the insurer’s position, so anything you say can support a lower assessment if it is unclear or inconsistent.
Answer honestly and stick to what you saw, rather than guessing at fault.
What to have ready before their visit
- Your police report and any reference number.
- Repair quotes or invoices for the vehicle.
- Photographs of the damage taken soon after the accident.
- Medical records or receipts, if you were injured.
Having these ready reduces the chance of a low first assessment based on incomplete information.
If you disagree with their assessment
Their report is not the final word. You can raise a disagreement with the insurer directly, backed by your own documents, and ask for the reasoning behind a low figure.
A second repair quote or an independent medical opinion can carry weight here. Adjusters work from what is in front of them, so a gap in the file may simply be a gap.
What to do next
Treat the adjuster’s visit as a documentation exercise, not a conversation to win. Before you accept a settlement offer covers what to do once their assessment becomes an actual figure.
If the assessment looks low, this is the point where an independent lawyer can take on the claim and deal with the insurer for you.
Need a lawyer to handle your injury claim?
For people seeking legal representation. For general information, please use our guides and tools.
Common questions
Does the loss adjuster work for me or for the insurer?
The insurer. A loss adjuster is appointed and paid by the insurance company to investigate the accident and assess the loss, not to represent your interests. Understanding this helps you deal with them accurately rather than as if they are on your side.
What does a loss adjuster actually check?
They typically review the police report, inspect the vehicle damage, check repair quotes, and look at your medical records if there is an injury involved. Their job is to confirm the loss is genuine and reasonably priced before the insurer pays.
Do I have to answer everything a loss adjuster asks?
You should answer honestly, but you are not required to guess or speculate about details you are unsure of. If a question is about fault or liability, it is reasonable to stick to what you actually observed rather than what you assume happened.
Can I dispute what the loss adjuster's report says?
Yes. Their report is an assessment, not a final decision, and you can raise a disagreement with the insurer directly, with your own documents to support your position. A second opinion is worth getting if the gap is significant.
Need a lawyer to handle your injury claim?
For people seeking legal representation. For general information, please use our guides and tools.