When you file a claim you meet people with similar titles and very different roles. Some work for the insurer, one may work for you, and some are neutral. Knowing who is who helps you decide what to share, what to question and when to bring in your own expert. According to the US Bureau of Labor Statistics, there were about 389,700 jobs for claims adjusters, appraisers, examiners and investigators in 2025.
Staff (company) adjusters
A staff adjuster is an employee of the insurance company. He or she investigates the loss, checks coverage, inspects damage, reviews documents and recommends or authorizes payment. Large insurers often split the work: desk adjusters handle smaller claims by phone and photos, while field adjusters inspect property in person. Behind them, claims examiners review files and investigators in special investigation units look into suspected fraud.
A staff adjuster is paid by the insurer and applies the insurer's guidelines. Most are professional and fair, but remember that the estimate is the insurer's position, not a neutral figure.
Independent adjusters
Independent adjusters are contractors or employees of adjusting firms hired by insurers, for example in areas where the insurer has no staff, for specialized commercial losses, or after catastrophes when claim volumes surge. They also represent the insurer. After disasters, regulators often allow extra adjusters in temporarily: in March 2026, for example, Hawaii's Insurance Commissioner issued a declaration permitting temporary use of nonresident independent adjusters after the Kona low storm.
Public adjusters
A public adjuster is licensed to represent the policyholder, not the insurer. Public adjusters prepare and document the claim, measure damage, price repairs, review the policy and negotiate with the insurer. The BLS notes that they are hired by claimants and are paid a percentage of the settlement.
Fees and rules are set by state law. Florida, for instance, caps public adjuster compensation on residential and condominium claims at 10% of claim payments for losses from a Governor-declared state of emergency (during the year after the declaration) and at 20% for other claims, under section 626.854 of the Florida Statutes. Other states use different caps or none, and some limit solicitation after disasters.
When a public adjuster can make sense:
- a large or complex property loss (fire, major water damage, business interruption);
- a claim with many contents items to document;
- a substantial gap between the insurer's estimate and your contractor's.
Before signing, verify the license with your state insurance department, read the contract carefully (fee percentage, what it is calculated on, cancellation rights), and ask whether the fee applies to amounts the insurer has already offered.
Appraisers
The word "appraiser" covers two different jobs:
- Damage appraisers: according to the BLS, most insurance appraisers are auto damage appraisers who estimate vehicle repair costs. Others value jewelry, art or other property for underwriting or claims.
- Appraisal-clause appraisers and umpires: when you and the insurer agree that a loss is covered but disagree on its amount, most property policies let either side demand appraisal. Each side appoints its own appraiser, the two choose an umpire, and an award signed by any two of them sets the amount of loss. Each side normally pays its own appraiser and shares the umpire's cost.
Who represents whom
| Role | Works for | Paid by |
|---|---|---|
| Staff adjuster | Insurer | Insurer (salary) |
| Independent adjuster | Insurer | Insurer (fee to adjusting firm) |
| Public adjuster | Policyholder | Policyholder (usually % of settlement) |
| Auto damage appraiser | Usually insurer | Insurer |
| Appraisal-clause appraiser | The side that appoints him or her | That side |
| Umpire | Neutral | Shared |
Licensing
The BLS notes that licensing requirements for adjusters, appraisers, examiners and investigators vary by state: some states require pre-licensing education or an exam, adjusters employed by insurers may work under the company's license, and public adjusters face separate rules. You can check a license through your state insurance department or the NAIC's consumer resources.
Tips for working with any adjuster
- Be present at inspections and point out all damage.
- Ask for a copy of the estimate and the policy provisions used.
- Answer factual questions, but you do not have to guess; say you will check and follow up in writing.
- Keep a log of contacts and confirm important conversations by e-mail.
Related guides: homeowners claim step by step and what to do if a claim is denied. Terms are explained in our insurance glossary.