You file an insurance claim. A few days later, someone shows up at your door — clipboard in hand, professional smile, maybe even a company polo shirt. They introduce themselves as your "adjuster" and start inspecting the damage.
Most homeowners assume this person is there to help them. After all, they're polite, they're professional, and they're taking lots of photos. Surely they want to get you a fair settlement, right?
Here's what they don't tell you: that adjuster doesn't work for you. They work for the insurance company.
And that changes everything.
The Three Types of Adjusters (And Who Really Pays Them)
When you file a property damage claim, you'll encounter one of three types of adjusters. Understanding who they actually work for is critical to protecting your interests.
1. Company Adjusters (Staff Adjusters)
These are full-time employees of your insurance company. They're on salary, they have company benefits, and their paycheck comes directly from the carrier.
Their job description: Investigate claims and settle them quickly and cost-effectively for the insurance company.
Their loyalty: 100% to their employer — the insurance company.
2. Independent Adjusters
Don't let the name fool you. "Independent" adjusters aren't independent from your insurance company — they're independent contractors hired by your insurance company.
They typically work for adjusting firms that have contracts with multiple carriers. When your insurance company gets overwhelmed (like after a big storm), they outsource claims to these independent adjusting companies.
Their job description: Handle claims on behalf of the insurance company. Get paid per claim closed.
Their loyalty: To whoever signs their checks — the insurance company.
The key point: Just because they don't wear a company shirt doesn't mean they're neutral.
3. Public Adjusters
Public adjusters are licensed professionals who work exclusively for policyholders. They're the only type of adjuster who represents you, not the insurance company.
Their job description: Maximize your insurance settlement. They only get paid when you get paid (contingency basis).
Their loyalty: 100% to you — the policyholder.
What Your Company Adjuster Is Really Doing
When a company or independent adjuster shows up at your property, they're not just documenting damage. They're building a case for why your claim should be settled for as little as possible.
Here's what's really happening during that "inspection":
The 30-Minute Property Review
A thorough property damage inspection should take hours. You need to check for hidden damage, document everything properly, measure accurately, and understand how the damage occurred.
But many adjusters spend 30 minutes on your property — just enough to take some photos and fill out a basic report.
Why? Because they're not trying to find every dollar of damage. They're trying to find the minimum defensible amount they can offer.
The "Pre-Existing Damage" Game
One of the most common tactics is to classify obvious claim-related damage as "pre-existing."
Storm tears shingles off your roof? "Those shingles were already loose."
Hail cracks your gutters? "That looks like normal wear and tear."
Pipe bursts and floods your basement? "The water damage to that baseboard looks old."
The goal: Reduce the claim amount by excluding as much damage as possible.
The Quick Settlement Push
After a cursory inspection, many adjusters will try to get you to accept a settlement immediately. They'll present it as a courtesy: "I can cut you a check today and save you the hassle of waiting."
What they don't mention: once you cash that check and sign the release, you can't go back and ask for more money if you discover additional damage.
Real Example: How This Plays Out
Let's say hail damages your roof and gutters. Here's what typically happens:
Company adjuster's approach:
- Spends 20 minutes on the roof
- Takes a few photos of obvious damage
- Estimates repair cost at $8,000
- Offers quick settlement: "Sign here and I'll have the check processed today"
What they miss:
- Granule loss on slopes they didn't climb
- Damaged ridge vents
- Compromised flashing around chimneys
- Gutter damage requiring full replacement, not patch repair
- Code upgrades required for proper repair
Actual repair cost: $18,000
Your out-of-pocket if you accept their offer: $10,000
This isn't necessarily malicious — many adjusters are good people doing their job. But their job is to close files quickly and cheaply for the insurance company.
How a Public Adjuster Changes the Game
When you hire a public adjuster, the dynamic completely shifts. Now there's someone at the table whose only job is to fight for you.
Here's what changes:
Thorough documentation — A public adjuster will spend hours documenting your damage. They'll climb every part of the roof, check for hidden damage, and photograph everything.
Professional estimates — Using the same software insurance companies use (Xactimate), your PA builds a detailed, line-by-line estimate based on actual repair costs.
Knowledge of coverage — Your policy is a contract. A public adjuster knows how to read it and identify every coverage you're entitled to.
Negotiation leverage — When the insurance company knows you have professional representation, they can't get away with lowball offers.
The Contingency Fee Model: Why It Works
Public adjusters work on contingency — they only get paid if they get you more money. No upfront costs. No hourly fees.
This means your PA's interests are 100% aligned with yours. If they don't increase your settlement, they don't get paid.
Compare that to the company adjuster, who gets paid the same whether your claim is $5,000 or $50,000.
Ohio Law Protects Your Right to Representation
In Ohio, you have the legal right to hire a public adjuster. Your insurance company cannot:
- Penalize you for hiring one
- Delay your claim because you have representation
- Refuse to work with your PA
Ohio Administrative Code Rule 3901-1-54 also sets specific deadlines for how insurance companies must handle claims:
- 15 days to acknowledge your claim
- 21 days to accept or deny after you submit proof of loss
- 10 business days to pay undisputed amounts
A public adjuster knows these rules and will hold your insurance company accountable to them.
When You Should Consider Hiring a Public Adjuster
Not every claim needs a public adjuster. But you should seriously consider professional representation when:
- Your claim is over $10,000 — The stakes are high enough that representation pays for itself
- Damage is complex — Fire, flood, or storm damage with multiple components
- Your claim was denied — A denial isn't always final
- The settlement seems low — If the check doesn't cover actual repair costs
- You're overwhelmed — You just suffered property damage. You shouldn't have to become an insurance expert too.
The Bottom Line
Your insurance company has a team of adjusters, lawyers, and claims managers working to minimize what they pay out. That's not evil — it's business.
But you deserve to have someone on your side too.
The company adjuster is polite, professional, and knowledgeable. They're also working for the other team. Don't let that smile fool you into thinking they're fighting for your best interests.
When the stakes are high, get your own adjuster.
About the Author: Ryan Keathley is a licensed Ohio Public Adjuster (#1367111) with over 15 years of experience helping homeowners fight for fair insurance settlements. He's the founder of Keathley Claims Consultants, serving homeowners across Ohio.
Need help with a claim? Contact Keathley Claims for a free consultation →