Before the adjuster leaves your home, find out five things: which parts of your policy apply and which exclusions they're considering, whether drying and mitigation work is approved to continue, how depreciation will be handled, what deadlines apply to you (especially proof of loss), and when you'll get a copy of their estimate. Then confirm the answers in a short email so there's a written record.
Key Takeaways
- The insurance company's adjuster works for the insurance company. That doesn't make them hostile, but it means you need your own notes.
- Ask which exclusions are being considered. It's the fastest way to learn where the claim could go wrong.
- In Ohio, when a partial loss is settled on a written estimate, the insurer has to give you a copy of that estimate.
- Ohio rules set clear response deadlines: 15 days to acknowledge, 21 days to accept or deny after proof of loss.
- Follow every conversation with a brief email summary. Verbal answers are easy to forget and hard to prove.
Before the Adjuster Arrives
You'll get more out of the visit if you're organized going in. Have these ready:
- Your policy's declarations page, showing your deductible, limits, and any endorsements like water backup coverage.
- Your photos and video from before cleanup, with dates. Our water damage claim documentation checklist covers exactly what to capture.
- Moisture readings and the drying log, if a restoration crew has already started work.
- A running list of damaged belongings.
- A notebook, or your phone's notes app, to write down names, dates, and answers.
If a restoration crew is working the job, ask whether their project manager can be there during the inspection. They can point the adjuster to wet areas that don't look wet, like the base of a wall behind a cabinet or the subfloor under vinyl plank.
The Questions to Ask, Grouped by What They Protect
About the claim and the adjuster
- "What's the claim number, and how do I reach you directly?" Get a direct line or email, not just the general claims number.
- "Are you a staff adjuster or an independent adjuster?" Independent adjusters are hired by the insurer for a single claim, and they may hand the file back afterward. If so, ask who your ongoing contact will be.
- "Will someone else review your report before a decision is made?" Often a desk adjuster makes the final call. Knowing that tells you who to follow up with.
About coverage
- "Which coverages in my policy apply to this loss?" Dwelling, personal property, and additional living expenses are usually separate coverages with separate limits.
- "Are you considering any exclusions?" This is the single most useful question on the list. If the answer involves "gradual damage," "wear and tear," or "surface water," you know where the claim is vulnerable. Our guide on why insurers deny water damage claims explains each one.
- "Does my water backup endorsement have its own limit or deductible?" Many do, and they're often much lower than the main policy limit.
- "Is mold coverage limited on my policy?" Many policies cap mold remediation at a fixed dollar amount.
About the work happening right now
- "Is the mitigation work approved to continue?" Drying shouldn't pause while paperwork catches up. Your policy expects you to prevent further damage.
- "Can I choose my own restoration company?" In most cases, yes. Insurers may suggest a preferred vendor, but ask directly so there's no confusion about who's paying whom.
- "Do you need to see anything before it's removed?" Ask before wet drywall, carpet pad, or cabinets go in the dumpster. If they don't need to inspect it, ask them to say so in writing.
About the estimate and payment
- "When will I get a copy of your estimate?" Under Ohio Administrative Code 3901-1-54, when a partial loss is settled based on a written estimate prepared by or for the insurer, the insurer has to give you a copy.
- "Is my policy replacement cost or actual cash value?" With replacement cost coverage, part of the payment (the depreciation) is usually held back until repairs are finished.
- "How do I recover withheld depreciation, and is there a deadline?" Policies often set a time limit to complete repairs and claim it. Write the deadline down.
- "Who will the check be made out to?" If you have a mortgage, the lender is often listed as a co-payee. That can add weeks, so it's good to know early.
- "What happens if the crew finds more damage after demolition?" Hidden damage is common with water. Ask how to submit a supplement for it.
About deadlines
- "Do you need a signed proof of loss, and by when?" Missing this deadline is one of the more avoidable ways to damage a claim.
- "What's the next step, and when should I expect to hear from you?" Get a date. It gives you something concrete to follow up on.
Water in your home right now? Don't wait on the claim decision to start drying. ClearFlow's 24/7 line connects you to a licensed, IICRC-certified crew near you.
📞 Call (419) 588-0112What Ohio Law Requires of Your Insurer
Ohio sets specific timelines for property claims under Ohio Administrative Code 3901-1-54. They're worth knowing because they tell you when a silence has gone on too long.
| Step | Ohio deadline |
|---|---|
| Acknowledge your claim | Within 15 days of notice |
| Respond to your communications that call for a reply | Within 15 days |
| Accept or deny after receiving a properly completed proof of loss | Within 21 days |
| If more time is needed | Written notice within those 21 days, then status updates at least every 45 days |
| Pay once the claim is accepted and the amount isn't disputed | Within 10 days |
| Deny a claim based on a policy provision | The denial must reference the specific provision relied on |
If an insurer misses these, the Ohio Department of Insurance takes consumer complaints. Its consumer hotline is 1-800-686-1526.
Who Does Each Adjuster Work For?
| Type | Hired and paid by | What to expect |
|---|---|---|
| Staff adjuster | Your insurance company (employee) | Handles the claim start to finish; represents the insurer |
| Independent adjuster | Your insurance company (contractor) | Common after big storms; inspects and reports back, then may leave the file |
| Public adjuster | You, usually a percentage of the settlement | Represents you; must be licensed by the Ohio Department of Insurance |
A public adjuster isn't necessary for most straightforward claims. They make more sense for large or disputed losses. If you're heading that way, see our guide on what to do when the adjuster's estimate is too low.
Keep a Paper Trail
After each call or visit, send a short email: "Thanks for coming out today. To confirm what we discussed: the drying work is approved to continue, you'll send your estimate by [date], and proof of loss is due [date]." It takes two minutes, and it turns a conversation into a record.
If the adjuster asks for a recorded statement, you can ask to schedule it rather than doing it on the spot. Stick to what you observed, not guesses about cause or timing. Our denial guide has a section on phrases that tend to get quoted back into a claim file.
Related Guides
- Is it worth filing a water damage claim?
- water damage claim documentation checklist
- why insurers deny water damage claims
- first 24 hours checklist
- how to verify IICRC certification
Frequently Asked Questions
Is the insurance adjuster on my side?
A staff or independent adjuster is hired by the insurance company and represents its interests. Many are fair and helpful, but their job is to evaluate the claim for the insurer. A public adjuster, whom you hire yourself, is the only type that represents you.
Do I have to use the restoration company my insurer recommends?
In most cases, no. Insurers may suggest preferred vendors, but homeowners can generally choose their own licensed contractor. Ask the adjuster directly and get the answer in writing.
How long does the adjuster have to respond in Ohio?
Ohio rules require an insurer to acknowledge a claim within 15 days and to accept or deny it within 21 days of receiving a properly completed proof of loss. If it needs more time, it must tell you in writing and update you at least every 45 days.
What if the adjuster can't come for a week or more?
Don't wait to start drying. Photograph and video everything first, keep damaged materials or photos of them, and document the dates. Mitigation that prevents further damage is expected under most policies.
Should I have my restoration contractor at the inspection?
It usually helps. A contractor can show the adjuster moisture readings and hidden wet areas that aren't obvious at a glance, which reduces the chance of items being left off the estimate.
About ClearFlow: ClearFlow Restoration is a 24/7 referral and dispatch line, not a restoration contractor or insurance professional. This guide is general information, not legal or financial advice. Coverage questions turn on the exact wording of your policy, so check it with your agent, a licensed public adjuster, or an attorney.