When you file an insurance claim—whether for property damage, a business interruption, or another loss—you’re suddenly introduced to a small army of professionals with titles like adjuster, consultant, and appraiser. They all seem to play a role in evaluating your claim, but they don’t all work for you. Understanding who these people are, and who they represent, can make a major difference in how your claim is resolved.
This guide breaks down the main types of claims professionals you’re likely to encounter, what they do, and whose interests they serve.
Company Adjusters (Staff Adjusters)
A company or staff adjuster is an employee of your insurance company. Their role is to investigate your claim, assess the damage, and determine how much the insurer should pay based on the policy terms.
Because they are paid by the insurance company, their primary responsibility is to protect the insurer’s financial interests. Most staff adjusters are not malicious or dishonest—but it’s important to understand that they are not independent advocates for the policyholder. Their job is to interpret your coverage and apply it according to company policy and precedent, which can sometimes mean minimizing payouts.
Independent Adjusters
Independent adjusters are hired by insurance companies, but they are not full-time employees. Instead, they work on a contract basis, often handling claims during large disasters or when a company’s internal staff is overwhelmed.
The key distinction is that, while they might call themselves “independent,” they are independent from employment, not from allegiance. Their client is still the insurance company that hired them. Their assessments and recommendations usually align with that insurer’s perspective.
Public Adjusters
A public adjuster is the only type of claims professional legally authorized to represent you, the policyholder.
Public adjusters work exclusively for homeowners, business owners, and other insured parties—not the insurance company. Their role is to document damage, interpret policy language, estimate fair repair or replacement costs, and negotiate directly with the insurer to secure the best possible settlement.
Because they work on behalf of the public (hence the name), they typically charge a percentage of the final settlement rather than being paid by the insurer. For complex or high-value claims, this advocacy can make a major difference in the outcome. Many policyholders bring in a public adjuster when they feel the insurer’s offer is lower than what the damage actually warrants.
Independent Consultants and Appraisers
In certain disputes, both sides may hire outside consultants—such as building estimators, engineers, or appraisers—to provide specialized opinions.
An appraiser, in the insurance sense, is a neutral professional who evaluates the amount of loss when the insurer and policyholder disagree. This process is different from a typical real estate appraisal; it’s part of what’s called the appraisal clause in many policies, where each side hires their own appraiser and those appraisers jointly select a third, impartial umpire.
Independent consultants might also include restoration experts or forensic accountants brought in to quantify specific losses, such as business income interruption. These specialists provide technical insights but don’t usually advocate for one side or the other.
Attorneys and Public Adjuster Partnerships
When a claim becomes highly contested—especially when coverage is denied—policyholders may involve an attorney. Lawyers can litigate disputes or work alongside public adjusters to ensure legal and factual accuracy.
In many states, public adjusters and attorneys maintain cooperative relationships, with each bringing different expertise: one in damage assessment and negotiation, the other in legal interpretation and enforcement of policy terms.
Why Understanding These Roles Matters
Knowing who’s who helps you level the playing field. Insurance claims often feel one-sided simply because policyholders don’t realize they’re entitled to their own representation.
When the insurer has company or independent adjusters working on their behalf, you have every right to bring in your own licensed advocate—a public adjuster—to make sure your interests are equally protected.
Even the most straightforward claim benefits from clear documentation, fair valuation, and an understanding of each professional’s role in the process. The more you know about who’s handling your claim, the better positioned you are to achieve a fair, timely settlement.
We provide public adjusting and attorney matching services to policyholders; if you need one of these services please reach out.