It is important that as adjusters we keep the agents informed of any potential problems that might exist regarding a claim we are handling for one of their customers. This is especially true if you are denying the claim.

As soon as you leave the loss location, pull over and call the agent. Let them know that you are the adjuster for their customer and that the claim was denied and why. Give them your contact number in case they have a question later.

This is important because if the insured calls their agent and MANY of them do, the agent will already be aware of the inspection and why it was denied. It allows them to hear the correct information and the facts instead of being left in the dark and only hearing the insured's version.

This kind of courtesy and cooperation will also make your job and life easier.

When possible try to stop in and introduce yourself to an agent that is in the area you are working in so that agent can put a face with a name. You will find that this agent will be much more willing to help with the insureds that are upset because you either denied the entire claim or a portion of the claim.