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Difficult Adjusters
Module 4, Lesson 1
Advanced Strategies for Challenging Situations
The Reality
Not every adjuster is easy to work with
- Some are slow to respond
- Some seem determined to reduce every estimate
- Some are just difficult personalities
Getting frustrated doesn't help you get paid.
4 Types of Difficult Adjusters
1. The Unresponsive
Don't return calls or emails. Estimates sit for weeks.
2. The Nitpicker
Questions every line item. Finds issues where there are none.
3. The Denier
Default position is no. Denies without explanation.
4. The Aggressive
Rude, dismissive, condescending behavior.
Strategy: The Unresponsive Adjuster
Key: Persistent, Documented Follow-Up
- Follow the timeline: Day 3, Day 7, Day 10
- Each follow-up creates a paper trail
- If still unresponsive, escalate to supervisor
- Contact carrier's vendor relations team
- Call claims department directly
Always keep your tone professional—you're seeking assistance, not complaining.
Strategy: The Nitpicker
Key: Comprehensive Documentation
- Give them nothing to question
- Preemptively include explanations in estimate notes
- Attach documentation that supports every line item
- When they raise questions, respond promptly and completely
"Kill them with thoroughness."
Strategy: The Denier
Key: Evidence-Based Pushback
- Ask for the specific reason for denial—in writing
- Address that specific reason with documentation
- Don't accept blanket denials
- Make them articulate why they're denying
Denials often fall apart under scrutiny when they can't provide a legitimate reason.
Strategy: The Aggressive Adjuster
Key: Professional Detachment
- Don't take it personally
- Don't respond in kind
- Stay calm, professional, and focused on facts
- Document every interaction
- Set boundaries—you don't have to accept abuse
End abusive conversations politely and follow up in writing.
6 General Strategies
- Document everything—if it's not in writing, it didn't happen
- Stay focused on facts and evidence—don't get drawn into arguments
- Separate the person from the position—understand their constraints
6 General Strategies (Continued)
- Build relationships—professionalism pays dividends over time
- Know when to escalate—you're not powerless
- Involve the homeowner strategically—they're the customer
The Right Mindset
Difficult adjusters are a test of your documentation and process.
- If your documentation is solid, they can slow you down but can't beat you
- The evidence is the evidence
- Use difficult interactions as feedback to improve
Your Reputation Matters
- Adjusters talk to each other
- Carriers track contractor performance
- Known for accurate estimates? You'll get less trouble
- Known for complete documentation? Faster approvals
- Known for professional conduct? Better relationships
Your reputation is an asset. Protect it.
Coming Up Next
Lesson 4.2: Claim Denials
- What to do when a claim gets denied entirely
- Common denial reasons
- The appeals process
- How to get decisions reversed
✓
End of Lesson 4.1
Difficult Adjusters
See you in the next lesson!