10 Tips to Build Strong Relationships with Insurance Adjusters

Posted November 14, 2024

For restoration contractors, maintaining effective communication and rapport with insurance adjusters is crucial to the success of every project. Adjusters play a central role in the claims process, impacting approvals, timelines, and, ultimately, the client experience. Establishing a strong relationship with adjusters can streamline approvals, prevent misunderstandings, and build a reputation that both clients and insurance partners trust. Here are 10 essential strategies for building solid working relationships with adjusters.

1. Establish Clear and Consistent Communication Channels – Designate a specific team member to handle all insurance communications to maintain professionalism and continuity. Provide timely updates at each stage of the restoration process, from initial assessment to completion. This proactive approach prevents delays and builds rapport. Discover each adjuster’s preferred communication method (email, phone, or in-person) and follow their lead for smoother interactions.


2. Provide Detailed Initial Assessments – Create a thorough initial assessment that outlines the damage scope, necessary repairs, estimated costs, and any immediate safety concerns. Back up your estimates with detailed documentation. Transparency helps reduce disputes and establishes credibility.


3. Build Trust Through Transparency – Be straightforward about what repairs are necessary to fully restore the property, avoiding unnecessary upselling. When recommending repairs, explain why each is needed in clear, straightforward language, especially if the adjuster doesn’t have a technical background in restoration.


4. Ensure Timely and Accurate Documentation – Take high-quality photos or videos of the damage before, during, and after restoration. Adjusters rely on visual documentation to make informed decisions. Log every action taken on the property, from moisture readings to mould treatments, to ensure the adjuster has a full picture of the restoration work.


5. Create a Collaborative Relationship – Treat the adjuster as a partner in solving the client’s problem. This collaborative attitude fosters goodwill and helps avoid misunderstandings. Ask the adjuster if they have specific preferences or requirements for the project, especially for larger claims. This respect for their expertise builds rapport.


6. Manage Expectations on Project Timelines – Be upfront about project timelines and keep adjusters informed of any potential delays, such as supply chain issues. Provide regular status updates on the project, including significant milestones or obstacles. This keeps the process moving smoothly and keeps adjusters informed.

7. Clarify Policy Coverage for Clients – Familiarize yourself with common policy coverage limitations and ensure you align with the adjuster’s understanding of the policy. Helping clients understand what may or may not be covered based on your discussions with the adjuster can prevent misunderstandings and build trust.


8. Prioritize Quality and Timeliness for Faster Claims Approval – Adjusters value contractors who respect timelines and avoid unnecessary delays. Enforce quality control checks to ensure that work is done to a high standard. A reputation for quality and reliability can lead to future referrals from adjusters.


9. Resolve Disputes Professionally – If disagreements arise over costs, scope, or repair methods, address them respectfully and provide documentation to support your position. When possible, propose alternative solutions that may be more cost-effective but still meet the restoration needs. Adjusters appreciate flexibility and understanding of budget constraints.


10. Foster Long-Term Relationships with Adjusters – Consistently meet deadlines, keep your word, and uphold high standards on every job. Adjusters remember contractors who make their jobs easier. Attend industry events, seminars, or adjuster training sessions to meet adjusters and build a professional relationship that can benefit future projects.


Why Building Adjuster Relationships Matters

Strong relationships with insurance adjusters can make a meaningful difference in the success of a restoration business. Adjusters who trust your work are more likely to approve estimates, call on you in complex cases, and recommend you to clients. By following these strategies, restoration contractors can establish a reputation for reliability and professionalism, helping to grow their business and earn long-term success.

How EMRG Canada Can Support You

At EMRG Canada, we’ve established relationships with industry stakeholders across the nation to support restoration contractors like you. Our network enhances credibility and opens doors to growth opportunities through valuable connections within the industry. By joining EMRG’s national network, you gain access to a collaborative community that upholds high industry standards, empowering you to thrive in a competitive field with trusted connections across Canada. For more information about how EMRG Canada can support your business, email us at info@emrg.com.