Written by the All-Clean USA Restoration Team | Reviewed by IICRC-Certified Water Damage Restoration Technician | Updated October 7, 2026

Quick Answer

Treat your adjuster as a professional you work with, not an opponent. Report the loss quickly, stop further damage, photograph everything before cleanup starts, keep every receipt, and ask for important decisions in writing. Your adjuster works for the insurance company, so clear records make it easier for your claim to be scoped and paid correctly. Arkansas also sets time standards your insurer has to meet, and we cover those below.

A burst supply line at two in the morning is stressful enough. Then comes the part nobody warns you about: a stranger from your insurance company shows up to decide what your loss is worth. Most homeowners have never been through this. The adjuster does it every week.

That gap in experience is why we wrote this guide. All-Clean USA has been restoring Arkansas homes and businesses since 1993, and we have completed more than 48,000 projects, many of them insurance claims. Most claims go smoothly when the homeowner is prepared. The ones that stall tend to stall on the same few things: missing documentation, an unclear scope of work, and plain miscommunication. What follows is meant to help you avoid all three.

Who Your Adjuster Actually Works For

You may hear three different titles. A staff adjuster is an employee of your insurance company. An independent adjuster is a contractor the insurer brings in, which happens a lot after a big storm when claim volume jumps. A public adjuster works for you instead of the insurer and usually charges a percentage of the settlement, commonly around 15 percent.

The first two are paid by the insurance company. Their job is to confirm what happened, check it against your policy, and put a number on the repairs. That does not make them your enemy, and most of them want to close the file accurately. It does mean you should not count on them to think of everything on your behalf. The homeowner who brings clear records tends to get a clearer estimate.

What to Do Before the Adjuster Arrives

The hours right after a loss matter more than most people realize. This is the order we recommend:

1. Make the home safe. Shut off the water at the main valve if you can reach it safely. Stay out of rooms where standing water is near outlets, appliances or a breaker panel.
2. Report the claim. Call your insurance company, then write down the claim number, the date, and the name of everyone you talk to.
3. Document before anything moves. Take wide photos and video of every affected room, close-ups of damaged materials, the source of the water, and the make and model of any damaged appliances or electronics.
4. Start mitigation right away. Most policies expect you to take reasonable steps to prevent further damage, and waiting can hurt your claim. Wet drywall, insulation and flooring can begin to grow mold within a day or two, so drying should not wait for the adjuster's calendar.
5. Keep damaged items when you can. If something is unsafe to keep, photograph it first and then dispose of it.
6. Save every receipt. Hotel stays, meals, emergency repairs, equipment rentals and cleaning supplies may be reimbursable depending on your coverage.
7. Find your declarations page. It lists your deductible and coverage limits, and you will want those numbers in front of you when the estimate arrives.

What Happens at the Inspection

Expect the adjuster to walk the affected areas, take their own photos, measure rooms, and ask how and when the loss happened. They may use a moisture meter or a thermal camera. Try to be there, or send someone you trust.

If our crew is already on site, we walk the adjuster through what we found: where the water traveled, which materials are wet, and the moisture readings we logged when we arrived. We use moisture meters and thermal imaging cameras to map water behind walls and under floors, which is the damage you cannot see by looking. Putting those readings on the table early means everyone is working from the same facts instead of arguing from impressions.

How to Talk With Your Adjuster

You do not need to be an expert on insurance. You do need to be accurate and consistent. A few habits help:

• Stick to facts you know. If you are unsure about a date or a cause, say so and offer to find out. Guessing creates problems later.
• Do not downplay the damage. Saying "it's not that bad" in the moment can end up as the written record.
• Put key requests in email. After any phone call, send a short note summarizing what was said and what happens next.
• Ask questions about anything unclear. If a line item or a coverage decision does not make sense, ask the adjuster to explain it.
• Read before you sign. That goes double for releases and final payment forms. If you are asked for a recorded statement, it is reasonable to ask what it is for and take a little time to prepare.
• Keep a log. Date, time, name, and a sentence or two on every conversation about the claim.

What Your Restoration Company Can and Cannot Do

We work directly with most insurance companies. In practice that means we document the loss from day one, send the adjuster photos, moisture logs and itemized estimates, and answer their questions about the scope of work. Our goal is for the paperwork to match what is physically happening in your home.

There are limits, and you should know them. We cannot decide what your policy covers, we cannot negotiate coverage the way an attorney or a public adjuster can, and we cannot promise what the insurer will pay. Coverage decisions belong to the insurance company. Describing accurately what the work involves is our part. Your insurer may suggest a restoration company, but in general the choice of contractor is yours, so check your policy and ask if you are unsure.

If you are still working out whether your loss is covered at all, our guide on whether homeowners insurance covers water damage is a good companion to this one.

Reading the Estimate

When the estimate arrives, a few terms decide how much money you actually see:

• Scope of work. The list of what will be repaired or replaced, and how. Compare it room by room against your own photos and notes.
• Deductible. This comes off the total before the insurer pays anything.
• Actual cash value and replacement cost. Actual cash value subtracts depreciation. Many policies pay that amount first and release the held-back depreciation after repairs are finished and documented. Check which one your policy uses.
• Supplements. Hidden damage often shows up once demolition begins, such as wet insulation or subfloor. Ask your adjuster how supplemental requests work, then send the new documentation as soon as it exists.
• Sub-limits. Mold coverage in particular is often capped or excluded, so find out what your policy says before the work is under way.

What Arkansas Requires of Your Insurer

The Arkansas Insurance Department sets claim handling standards in Rule 43, Unfair Claims Settlement Practices. In plain terms, the rule says an insurer must acknowledge your claim within 15 working days unless it pays within that time. After you submit properly completed proof of loss, the insurer has 15 working days to tell you whether the claim is accepted or rejected. A denial has to be in writing and has to point to the specific policy provision, condition or exclusion it relies on. Once a claim has been processed and is ready for payment, the check is due within 10 working days.

Those are general standards and the details can vary with your situation, so read the rule itself or call the Insurance Department if your claim seems to be moving slowly. Keep your own calendar of when you submitted each document. It makes any follow-up call much easier.

When You and the Adjuster Disagree

Disagreements over scope and price are common, and they do not mean the claim is lost. Work through them in this order:

1. Ask for the reasoning in writing, including the policy language the insurer is relying on.
2. Compare the estimate with your documentation and your contractor's scope. Look for missing rooms, materials or drying time.
3. Send additional evidence: dated photos, moisture logs, and a written estimate from your restoration company.
4. Ask for a re-inspection, or ask to have the file reviewed by a supervisor.
5. Check your policy for an appraisal clause, which provides a formal process for disputes over the amount of a loss.
6. Contact the Arkansas Insurance Department Consumer Services Division at 1-800-852-5494 or 501-371-2640 if you believe the insurer is not following the rules.
7. For large or complicated losses, consider talking with a public adjuster or an attorney licensed in Arkansas.

If you have already received a denial letter, our article on what to do if insurance denies a restoration claim walks through the appeal process.

Frequently Asked Questions

Do I have to accept the adjuster's first estimate?

No. The first estimate reflects what the adjuster could see and what was documented at the time. If you find damage that was missed or you disagree with the scope, send your evidence and ask for a review.

Should I wait for the adjuster before starting cleanup?

No. Document the damage first, then start mitigation. Waiting days for an inspection lets moisture spread and can lead to mold. If the adjuster wants to see a specific item, ask them in writing what to keep.

Can my restoration company talk to the adjuster for me?

We can share documentation, explain the scope of work, and answer the adjuster's technical questions. We cannot make coverage decisions or negotiate your policy. Those conversations are between you and your insurer, or your public adjuster or attorney.

How soon will the adjuster contact me?

It varies, especially after a major storm when many claims arrive at once. Rule 43 sets a 15 working day window for acknowledging a claim. If you have heard nothing within a few days, call and note the date.

What if I find more damage after the claim is settled?

Report it to your insurer as soon as you find it and send photos. Whether and how a claim can be reopened depends on your policy, so ask the adjuster directly.

Dealing with water damage right now? Call All-Clean USA any time, day or night, at 866-386-2269 (24/7 emergency line) or 866-360-3473. We have offices in Conway, Jonesboro and Hot Springs, and we can start drying your home while you sort out the claim.

Important: All-Clean USA is a disaster restoration company, not an insurance agency or a law firm. This guide shares general information based on our experience on restoration jobs and is not legal or insurance advice. Coverage, deadlines and your rights depend on your policy and Arkansas law. Questions about your policy belong with your insurer or agent, and legal questions belong with an attorney licensed in Arkansas.

Sources

• Arkansas Rule and Regulation 43, Unfair Claims Settlement Practices
• Arkansas Insurance Department, Consumer Services
• All-Clean USA, Water Damage Restoration
• All-Clean USA, What to Do If Insurance Denies a Restoration Claim