How to Handle Disputed Claims with Professionalism
Disputed claims are one of the most challenging parts of being a property adjuster. Whether the disagreement comes from a difference in how damage is assessed, how the policy is interpreted, or the amount offered in a settlement, your response can either calm the situation or make it worse. Handling disputes with professionalism means listening well, staying calm, and explaining clearly. Here’s how to do it.
Listen First, Don’t Defend
When someone questions your decision, it’s tempting to jump in and explain yourself right away. But the better first step is to listen. Let the policyholder express their concerns fully before responding. Even if you’re confident in your assessment, just listening can ease tension and show respect.
Try saying something like, “I want to make sure I understand what you're experiencing. Can you walk me through it again?”
Stick to the Facts and the Policy
Many disputes happen because the homeowner doesn’t fully understand what the policy does or doesn’t cover. That’s why it’s so important to calmly go back to the wording of the policy. Point to specific sections and explain how they apply. Keep your tone neutral and avoid using complicated language.
For example, you might say, “This section explains that long-term leaks aren’t covered under this policy. Based on our findings, the damage appears to have happened over an extended period.”
Document Everything
Good documentation is your best friend when a claim is in dispute. Keep careful records of every conversation, every email, every inspection photo, and every estimate. Make sure your notes are clear and professional. If someone above you needs to get involved, they’ll need the full story.
Follow up conversations with a short email summary that includes what was discussed, what was agreed on, and what will happen next.
Stay Calm, Even When They Don’t
Sometimes people get angry. They might raise their voice, question your integrity, or express deep frustration. It’s natural to feel defensive, but don’t let that guide your response. Take a breath, speak slowly, and stay steady. If emotions run too high, you can always suggest continuing the conversation later.
Offer Clear Next Steps
Even if the outcome isn’t what the policyholder hoped for, they’ll appreciate knowing what comes next. That could be filing an appeal, requesting a second inspection, or contacting a claims supervisor. Offering next steps shows you’re not brushing them off; you’re helping them move forward.
Know When to Escalate
If a claim is going in circles or the situation is getting more intense, it’s okay to loop in a supervisor. Getting another set of eyes on the issue can help settle things faster and show the policyholder that their concerns are being taken seriously.
Disputed claims are tough, but they’re also a chance to show your professionalism. Listen carefully. Speak clearly. Stay calm. And always lead with respect. That’s how you build trust and stand out as an expert in the field.