What an adjuster actually does
An adjuster is the person your insurer sends to look at the loss, work out the cause, and write a scope of what the policy will pay for. Some visit in person. Others review photos and contractor reports from a desk. Either way, the file you build decides most of what happens next.
This guide stays general on purpose. Policies differ, so nothing here promises approval, a payout, or a deadline. Treat it as a way to organize your side of the conversation, and ask your insurer or agent about the terms that apply to you.
Before the adjuster arrives
Stop the loss and protect the property
Shut off the water, move valuables, and take reasonable steps to prevent more damage. Most policies expect this, so keep receipts for any emergency work or supplies.
Report the loss
Call your insurer or agent and ask how to open a claim. Write down the claim number, the date, and the name of the person you spoke with.
Photograph everything before cleanup
Take wide shots of each room and close shots of damaged items, the failed part, and water lines on walls. Add a narrated video walkthrough.
Keep damaged materials until they are documented
Hold small samples of carpet, pad, board, or a failed supply line if the adjuster may want to see them. Photograph the rest before it is removed.
Get a written mitigation record
Ask the restoration crew for moisture maps, daily readings, and an equipment log. These show what was wet, how far it spread, and when it was dry.
What to have in one folder
- Photos and video, dated, with source and damage included
- Claim number, adjuster name, and a log of every call
- Moisture maps, drying logs, and mitigation invoices
- A written room-by-room contents list with age and brand where known
- Plumber, roofer, or appliance technician reports on the cause
- Receipts for emergency expenses such as hotel stays or supplies
- Your policy declarations page and any endorsements
How cause changes the conversation
Coverage often turns on how the water arrived, so describe the event accurately and with evidence.
| Event | How it is often treated | Evidence that helps |
|---|---|---|
| Burst pipe or sudden appliance failure | Sudden and accidental losses are often covered | Photos of the failed part, plumber report, date of event |
| Slow leak under a sink over weeks | Gradual leaks are often excluded | Dated photos and a plumber's finding on when it started |
| Roof leak after a storm | Depends on the policy and the roof's condition | Roofer report, storm date, attic photos |
| Groundwater or river flooding | Flood is usually excluded from standard policies | Flood policy documents if you carry them |
| Sewer or drain backup | Often needs a specific endorsement | Plumber report and endorsement page |
| Water from a neighbor or upstairs unit | Depends on who is responsible | Written notice to the owner or association |
What to say and what to avoid
Describe what happened in plain facts, with dates, and do not guess about the cause. If you do not know, say you do not know and point to the plumber or the repair report. Speculation about why a pipe failed can be misread later.
Do not sign anything you do not understand, and ask for any denial or reduction in writing with the policy language it relies on. You can also ask your restoration contractor to meet the adjuster at the site and walk through the readings.
Not sure what you are looking at in your home? Describe it to dispatch.
☎ Call (385) 988-9410Reading the adjuster's scope
A scope lists the rooms, materials, and tasks the insurer plans to pay for. Compare it line by line with your contractor's scope. Differences are common and often come down to unseen damage, such as wet insulation behind a wall or a subfloor that has not been tested.
If the contractor finds more damage once walls are open, send photos and a supplement request to the adjuster before the work moves ahead. Surprises are easier to resolve when they are documented as they appear.
Contents, living costs, and the paper trail
Many policies address damaged belongings and extra living expenses when a home cannot be used. Ask your insurer what yours says about each. Build a room-by-room inventory with item name, brand, age, and a photo, and sort items into restorable, replace, and unsure.
Keep receipts for hotel stays, meals above your normal spending, laundry, and storage. Label boxes of removed items by room. A tidy, dated log is easier for an adjuster to review, and it saves you from trying to remember details months later.
If you disagree
Start by asking for a written explanation and reading your policy's dispute section. Many policies describe a process for resolving differences about the amount of a loss. Ask your insurer which steps apply to you and how long each takes.
You can also call the Utah Insurance Department, which handles consumer questions about insurance. Keep your folder up to date, and keep your tone factual in every message.
Repair choices that affect the claim
Restoration crews dry and clean the structure, and a separate rebuild phase handles drywall, flooring, and paint. Ask your insurer whether it requires multiple bids or has preferred contractors, and whether you may choose your own. Matching finishes across a room can be a point of discussion too.
Keep temporary repairs reasonable and well documented. Permanent decisions, such as replacing cabinets or flooring, are easier to support when the adjuster has seen the damage first or you have photos and meter readings to back the choice.
When to call a professional
Call when water reaches walls, floors, or ceilings, or when you are not sure what to keep. Documented water damage cleanup shows the adjuster what was removed and why, and water damage repair rebuilds once the structure is dry and the scope is agreed.
We dispatch to American Fork and Provo as well. We answer 24/7, and while you wait you can photograph the damage and open your policy to find the claims number.
What Orem homeowners should know
The Utah Insurance Department says standard homeowners and renters policies do not cover flood, and that NFIP policies normally have a 30 day waiting period. Orem sits near the Provo River and the Dry Canyon drainage, so flood coverage is a question to settle before spring runoff, not after. Ask your agent whether your address warrants a separate policy.
Orem was incorporated in 1919 largely to build a water system, so water infrastructure here is old. A claim for a failed service line may turn on which side of the meter the failure occurred and how old the line was. Ask the water section where the city's responsibility ends and photograph the meter location for your file.
Source types: Utah Insurance Department Flood FAQ, Utah State History EncyclopediaFrequently asked questions
Stop the water and protect the property right away, since policies generally expect it. Document first, then start drying. Waiting for a visit while water keeps damaging materials can make the loss larger.
Policies and insurers differ, so ask yours. Many allow the owner to choose a contractor, and you can ask whether the insurer has any requirements for bids or documentation.
Compare them line by line, share meter readings and photos of the hidden damage, and ask the adjuster for a written explanation of any difference. If more damage appears after demolition, send photos before work continues.
Photograph and list them first, and keep samples where the adjuster might want to inspect them. Discard anything unsafe, but never throw away without a record.
Standard homeowners and renters policies do not cover flood. A separate flood policy is needed, usually through the NFIP or a private insurer, and the NFIP typically has a waiting period of about 30 days.
No one here can say. Payment depends on your policy, the cause, and the facts of the loss. Your insurer decides, so ask it directly and keep records.
Locate your main shutoff and the city meter, then call the city water line about any main-line break before the meter. Ask the city where its responsibility ends and yours begins, and ask your insurer how the claim treats each side.