What is the role of a claim adjuster?
Short answer. A claim adjuster's role is to determine whether a loss is covered and how much the insurer owes. On a roof claim, that means confirming the cause and date of damage, measuring and pricing the repair, applying the deductible and depreciation, and issuing or recommending payment on the insurer's behalf.
The claim team behind one adjuster
- Field adjuster: the person who inspects your roof. After big storms this is often an independent catastrophe adjuster.
- Desk adjuster: reviews the field report, approves estimates within their authority, and handles supplements and depreciation releases.
- Supervisor or claims manager: approves amounts above the adjuster's authority and reviews disputes.
- Specialists: engineers, ladder assist crews or reinspection adjusters the insurer brings in for complex or disputed claims.
This structure explains a lot. The person on your roof may not be able to approve a full replacement on the spot, and your supplement may be decided by someone you never meet.
Whose side the adjuster is on
Staff and independent adjusters represent the insurer. That does not make them adversaries: Georgia requires insurers to investigate reasonably, explain denials when asked in writing, and pay undisputed amounts promptly. But their job is to pay what the policy owes, and their reading of the policy is not the final word. When you disagree, your options include a reinspection, the appraisal clause and, for unreasonable refusals, the Georgia bad faith statute.
Working with the role, not against it
- Send supplements and documents to the desk adjuster named on the file, with the claim number on every page.
- If an engineer is assigned, ask for the report in writing.
- When the crew finds hidden damage during tear off, such as rotted decking, photograph it before it is covered, then submit a supplement.