Mastering the Insurance Claim Process: Practical Tips for Dealing with Adjusters

When disaster strikes — whether it's a fender bender, a burst pipe, or a house fire — insurance is supposed to step in and make you whole again. Yet for many policyholders, the claim process feels confusing, slow, and at times, downright frustrating.

Why does it seem like some claims go smoothly while others stall? Why do some adjusters seem compassionate and responsive, while others leave homeowners feeling ignored?

According to Karl Susman, insurance expert and host of Insurance Hour, much of the stress around insurance claims comes down to one critical — and often misunderstood — element: the claims adjuster.

In this insightful episode, Susman broke down what really happens behind the scenes during a claim, explained how to communicate effectively with adjusters, and offered practical steps for homeowners to take control of the process.

Why Understanding Adjusters Matters

When you file a claim, your insurer assigns a claims adjuster — the person responsible for investigating the loss, verifying coverage, and determining how much money you'll receive.

But as Susman reminds listeners, adjusters are not faceless bureaucrats or corporate villains.

"Claims adjusters are just people," he said. "They have good days and bad days. One adjuster's behavior doesn't define an entire company or the whole industry."

That simple truth is the foundation for navigating claims successfully. Adjusters operate under company policies and legal obligations, but human judgment still plays a big role in how a claim is handled.

"You can't take the experience of one claims adjuster and assume it represents how an entire insurer operates," Susman explained. "Every adjuster is different — and that's why how you communicate with them matters so much."

The Human Element of Insurance

Claims adjusting is a demanding job. Adjusters deal daily with people who have just experienced loss — homeowners whose roofs are gone, drivers whose cars are wrecked, families whose possessions are ruined.

As Susman put it:

"They're dealing with people who are emotional, upset, sometimes angry — and understandably so. It's not an easy job."

That doesn't mean you should excuse poor service or accept subpar treatment. But it helps to remember that empathy works both ways. When policyholders approach the claim process with calm professionalism rather than hostility, the results often improve dramatically.

"If you're frustrated," Susman said, "take a breath. Don't yell at your adjuster. They're not the enemy — they're the person who can help you."

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