What is a desk adjuster? What is a field adjuster? What’s the difference? Both play important but different roles in the insurance claims process.
In insurance, desk and field adjusters work to ensure policyholders are provided with the best claim service during a very difficult time. Desk adjusters rely on digital evidence to make decisions from the office, while field adjusters are hands-on and assess damages in person. Together, these roles form a crucial team in the claims process. Depending on the circumstances of the loss, you may only have one or the other assisting you. Let’s dive into what each role involves and how they support one another.
What is a Field Adjuster?
Field adjusters travel to the scene of the loss to inspect property damage in person. They visit policyholders’ homes, examine the damage in detail, and take lots of photographs and videos. They also ask questions to better understand what happened and can help answer the policyholder’s questions or direct them to helpful resources.
Their job is to determine the cause and extent of the damage, then compile a report. This report provides the desk adjuster with essential information needed to finalize the claim. Field adjusters are referred to as the “boots on the ground,” delivering a first-hand perspective that ensures claims are handled accurately and fairly.
Key Responsibilities:
- On-Site Inspections: Visit the site of the loss to assess property damage directly.
- Documentation: Capture detailed photos and videos and gather supporting evidence.
- Interviews: Ask policyholders and witnesses questions to understand the full scope of the loss.
- Damage Evaluation: Determine the cause and extent of the damage to prepare a comprehensive report.
Want to learn more about field adjusters in action? Tune into the Bluegrass Insurance Management Podcast – “Boots on the Ground Ready.”
What is a Desk Adjuster?
Desk adjusters handle claims from an office setting, relying on photos, videos, and other documentation to assess policyholders’ needs. They review the evidence submitted by policyholders, field adjusters, or third-party experts to evaluate the scope of the loss.
Desk adjusters play a key role in offering solutions and evaluating the claim payment. By carefully reviewing coverages and damages, they ensure we deliver on the promise made at the policy inception to make them whole at the time of a loss. They maintain communication with policyholders, keeping them informed about the status of their claim and addressing any questions that arise.
Key Responsibilities:
- Review Documentation: Review photos, videos, and evidence from policyholders, field adjusters, or third parties to assess damage and policyholder’s needs.
- Evaluate the Claim: Analyze it to calculate the payment and ensure it aligns with the policy.
- Communicate with Policyholders: Stay in touch with policyholders via phone, text, email, or video to update them, answer questions, and request additional documentation, if needed.
- Finalizing the Claim: After reviewing policyholder’s needs and determining the payment, desk adjusters finalize the claim, ensuring the policyholder receives a fair, accurate, and timely settlement.
For more information about what happens after a claim payout, check out our Claim Payment FAQs.