# What Does an Insurance Adjuster Do?
When you file a claim, the next person you usually hear from is an insurance adjuster. For a lot of Missouri and Kansas households, that phone call comes at a stressful moment — a storm just tore shingles off the roof, a deer just totaled the truck, or a pipe just flooded the basement. Understanding who the adjuster is and what their job actually involves takes some of the mystery (and worry) out of the process.
This guide from BNW Services, dba InsureToday24, walks through what an adjuster does, the different kinds of adjusters you might meet, and how to work with one. We're a licensed independent agency serving Missouri and Kansas, so when a claim gets bumpy, you can lean on us — not just the carrier.
The Adjuster's Job in Plain English
An insurance adjuster is the person who investigates a claim, figures out whether it's covered, and decides how much the insurance company should pay. Think of them as the fact-finder and the math-checker rolled into one.
Their work generally includes:
- Investigating what happened. They review your claim report, look at the damage, and gather facts.
- Checking coverage. They compare the loss against your policy — what's covered, what's excluded, and what your limits and deductible are.
- Estimating the loss. They put a dollar figure on repairs or replacement, often using standardized pricing software for things like roofing or auto body work.
- Settling the claim. They calculate your payout, apply your deductible, and explain how they reached the number.
The adjuster doesn't write your policy and doesn't sell it — they apply it. That's an important distinction. Their decisions are bound by the language already in your contract.
The Different Kinds of Adjusters
Not every adjuster works for your insurance company, so it helps to know who you're talking to.
Staff (company) adjusters are employees of the carrier. Most everyday claims — a fender bender, a wind-damaged fence — are handled by these folks.
Independent adjusters are hired by the carrier on a contract basis, often during catastrophes. After a big Missouri or Kansas hail or wind event, carriers may bring in independent adjusters to handle the surge of claims. They still represent the insurer, just not as employees.
Public adjusters work for *you*, the policyholder — not the carrier. You hire and pay them (typically a percentage of the settlement) to advocate on your behalf, usually on larger or disputed property claims. They are licensed and regulated; in Missouri, oversight falls under the Department of Commerce & Insurance, and in Kansas, under the Kansas Insurance Department. Public adjusters can be worth it on a complicated total loss, but always read the fee agreement carefully.
Desk adjusters handle claims remotely by phone, email, and photo review, while field adjusters come out to inspect in person. With newer carriers, you may also do a "virtual inspection" using your phone's camera.
What Happens During an Adjustment
Here's roughly how it unfolds after you report a loss.
First, the adjuster contacts you to confirm the details and schedule any inspection. For an auto claim, that might mean visiting a body shop or reviewing your uploaded photos. For a home claim, it usually means a walk-through of the damage.
Next, they document everything — photos, measurements, and notes. They'll review your policy to confirm the cause of loss is covered and check for any exclusions. (For a refresher on what home policies typically leave out, our related guides below are a good companion.)
Then they build an estimate. On a property claim, they may calculate actual cash value (replacement cost minus depreciation) or replacement cost, depending on your coverage. On an auto claim, if repairs exceed the vehicle's value, they may declare a total loss and pay actual cash value instead.
Finally, they present a settlement. Your deductible comes out of the payout, and the balance goes to you (or, for a mortgaged home or financed car, sometimes to the lender or repair shop).
How to Work With an Adjuster
You and the adjuster are not adversaries, but you should still be prepared and organized.
- Document early and often. Take your own photos and video before any cleanup or temporary repairs.
- Keep records. Save receipts for emergency repairs, hotel stays, or anything related to the loss.
- Get your own estimates. A contractor's or body shop's written estimate gives you a reference point if the adjuster's number looks low.
- Ask questions. It's fair to ask how they reached a figure, what was depreciated, and what's excluded.
- Be honest. Padding a claim is fraud, and adjusters are trained to spot it.
If the adjuster's number doesn't sit right with you, you have options — including supplementing the claim with new information or, if needed, appealing a denial. You don't have to navigate that alone.
Where BNW Services Fits In
Here's the part many people don't realize: your insurance agent can be a real ally during a claim. As an independent agency representing the carriers we work with across Missouri and Kansas, we sit on your side of the table. We can help you report the loss correctly, explain what your policy actually says, push back if something looks off, and act as a translator between you and the adjuster.
If a storm just hit or you're staring at an estimate you don't understand, call Lucy, our AI receptionist, at (573) 594-5148, or get help at insuretoday24.com. We'll help you take the next step.
References
1. Missouri Department of Commerce & Insurance — https://insurance.mo.gov
2. Kansas Insurance Department — https://insurance.kansas.gov
3. National Association of Insurance Commissioners (NAIC) — https://www.naic.org
4. Insurance Information Institute (III) — https://www.iii.org
5. Federal Trade Commission (FTC) — https://www.ftc.gov
Related
- The Insurance Claims Process Explained, Start to Finish
- How to File an Insurance Claim: Step by Step
- Total Loss and Actual Cash Value: What They Mean for Your Payout
- When a Claim Is Denied: Your Options and How to Appeal
- How to Start a Claim with BNW Services
Watch
- How insurance claims adjusters estimate property damage — search: "how insurance claims adjuster estimates home damage"
- What a public adjuster does vs a company adjuster — search: "public adjuster vs insurance company adjuster explained"