Insurance adjusters will answer almost any question you ask, but they are not paid to volunteer the things that help you. Most of what follows is not a secret. It is just never said out loud on the first call.
We want to be fair here. Many adjusters are overworked, carrying hundreds of files and following guidelines they did not write. Half our team came from inside insurance companies, so we know. Our complaint is with the system, not the person holding the clipboard.
The burden of proof is yours, and they have no duty to find damage
Every policy puts the duty to prove the loss on the insured. You have to show when the damage happened, what caused it, that it is new, and how big it is. The adjuster has no obligation to go looking for damage you did not point out.
This is why "they came out and found nothing" is such a common story. The adjuster walked the roof for twenty minutes, saw what they were looking for, and left. We wrote a full post on who has to prove the damage because it is the idea that clears things up fastest for most homeowners.
The first estimate is a starting point
The first number is an opening position. It is often built from a quick inspection and a software template, and it often leaves out items. A first offer of $5,517 is not unusual for a loss that later settles at $38,021, which is a real Minnesota claim we handled.
That one is a lowball example, not a typical result, and no one can honestly promise a result on an insurance claim. The point is only that the first estimate is where the conversation starts. If you want to know what usually gets left out, see what makes a claim underpaid.
You can ask for their photos, the estimate, and the engineer's report
You are allowed to ask for the itemized estimate and the photos the adjuster took. If the carrier hired an engineer, you can ask for that report too. Ask in writing so there is a record.
Engineer reports often lean on boilerplate checklists. Reading one closely is how you find out what the denial is really based on. Our post on what happens when the carrier sends an engineer covers it.
A denial has to point to the policy
A carrier cannot just say no. Minn. Stat. § 72A.201, subd. 4(11) says: "No insurer shall deny a claim on the grounds of a specific policy provision, condition, or exclusion unless reference to the provision, condition, or exclusion is included in the denial. The denial must be given to the insured in writing with a copy filed in the claim file;"
If you were told no on the phone, ask for it in writing with the provision cited. Sometimes the provision turns out not to say what the adjuster implied. We're public adjusters, not attorneys. This is how the statute reads and how we use it; for legal advice talk to a Minnesota attorney.
You can ask for a new adjuster or a reinspection
If you think the damage was not fully inspected, say so and ask for a reinspection. If the first adjuster dismissed evidence you gave them, ask for a different adjuster or a supervisor. The worst answer is no, and you will have a written request on file.
Bring something new when you ask. A weather report for the storm date, photos with chalk circles on the hits, or a contractor's written scope gives the carrier a reason to look again.
You can hire a licensed public adjuster, and recoverable depreciation is still yours
You do not have to deal with the carrier alone. A licensed public adjuster has the same rights on the claim that you have, including discussing the policy, negotiating, and escalating. Once we send a letter of representation, the carrier has to deal with us. A roofer cannot do that; once the carrier says no, a contractor's only tool is a polite email.
Two more things adjusters rarely bring up. First, on a replacement cost policy, the depreciation held back from your first check is still owed after the work is done and invoiced. Say your carrier pays $14,000 on a $20,000 roof after depreciation and deductible. The rest is not a favor, it is recoverable. We explain how that works in our post on recoverable depreciation.
Second, the policy that was in force on the date of loss controls the claim, even if your policy changed or renewed later. If an adjuster quotes language from a newer policy, ask for the one that applied on the storm date.
What to take from this
Here is the short version, because it is a lot to hold in your head. The burden of proof is yours. The first estimate is negotiable. The denial has to cite the policy. Your photos, your estimate, and your documents matter more than anything said on the phone.
We also want to be honest about the limits. Knowing your rights does not guarantee a different outcome, and some claims are denied correctly. We tell people that on the consultation call when it is true.
Adjusters are not villains, but they work for the carrier, and the process assumes you will not push. You can ask for documents, ask for the provision, ask for a reinspection, and ask for help. Most of our work is doing exactly those things, repeatedly and in writing. If you want to see how we work, our process page lays it out step by step.