Loss Adjusters in Ireland: What They Do and Who They Work For

By Jim Flannery ACII, Brand Ambassador, OMC Claims. Over 40 years in insurance claims and a founding member of the Irish Claims Consultants Association.

If you have made a home insurance claim in Ireland, the first professional to arrive at your door will usually be a loss adjuster. For most policyholders it is an unfamiliar experience, and an important one: what the adjuster records, and what you say to them, will shape the settlement your insurer offers. If you would rather have someone in your corner from the start, a loss assessor can manage the claim and deal with the adjuster on your behalf, giving you peace of mind.

This guide explains what a loss adjuster is, why insurers appoint them, who pays them, how their visit and report work, what not to say when they call, and when it makes sense to bring in your own representation.

What is a loss adjuster?

A loss adjuster is a claims professional appointed by an insurance company to investigate the circumstances of a claim. Their job is to establish what happened, assess the extent of the damage, check the claim against the policy wording and recommend a settlement figure to the insurer. In Ireland, insurers routinely appoint adjusters on property claims of any real size, from an escape of water to a serious fire.

What does a loss adjuster do?

In practice, the adjuster’s work on a typical Irish property claim follows a consistent pattern:

• Inspects the damage. They visit the property, examine the loss and look for the underlying cause, since the cause determines whether the policy responds and they will measure the overall property to assess the value at risk.

• Gathers evidence. Photographs, statements, repair estimates, invoices and, on larger losses, reports from surveyors, engineers or forensic specialists.

• Costs the repair or replacement. They price the reinstatement against current market rates, often using their own contractors’ figures as the benchmark.

• Tests the claim against the policy. They check exclusions, conditions, warranties and the adequacy of your sum insured. This is where issues such as underinsurance are first raised.

• Reports to the insurer. Their findings and recommended settlement go to the insurance company, which makes the final decision on the claim.

None of this is improper. It is a structured, professional process, and a good adjuster keeps a claim moving. The point to hold onto is simply that every stage of it is carried out on the insurer’s instruction.

Who pays the loss adjuster?

The insurer. Loss adjusters are appointed by and their fee is paid by the insurance company, and their report is addressed to the insurance company. This is the single most important fact for a policyholder to understand, because it explains the dynamic of the whole claim: the person valuing your loss is engaged by the party that will pay for it. Insurers appoint loss adjusters to control claim costs, verify that claims are genuine, and make sure settlements stay within the policy terms. All of those are legitimate objectives, but none of them is your objective.

Are loss adjusters truly independent?

Loss adjusters are qualified professionals and most conduct themselves properly. They are, however, appointed and paid by insurers, and many work for the same insurers claim after claim. Their assessment is expected to be fair, but the framework they work within is the insurer’s: the policy interpretation the insurer favours, the repair rates the insurer’s contractors quote, and the reserve they and the insurer have set. Where a judgement call could reasonably go either way, you should not assume it will be made in your favour. That is not cynicism; it is simply how the appointment works, and it is why Irish policyholders have the right to appoint their own representative.

What happens when a loss adjuster is assigned to your claim

Once appointed, the adjuster will usually contact you to arrange an inspection. The sequence from there is predictable:

• Policy and claim review. They read the policy and your notification to establish what cover applies and what documentation is needed.

• Site inspection. They visit, photograph the damage, ask you questions about the circumstances and may bring or commission specialists.

• Valuation. They cost the loss and check your sums insured against the value at risk.

• Review claim submission. They adjust any claim submission and make a settlement offer.

• Report and recommendation. They submit findings to the insurer, who confirms an offer, requests more information or, in some cases, declines the claim.

Straightforward, well documented claims move through this quickly. Claims with gaps in the evidence, questions over cause, or sums insured that look light take longer, and those are exactly the claims where representation earns its keep.

How to prepare for a loss adjuster’s visit

• Document everything first. Photograph and video the damage from wide angles and close up before anything is cleaned, repaired or discarded.

• Get your own repair estimates. Independent quotes from reputable contractors give you a benchmark against the adjuster’s figures.

• Gather proof of ownership. Receipts, statements, warranty certificates or photographs of damaged items prevent disputes later.

• Know your policy. Read the schedule and the relevant sections before the visit so nothing in the conversation catches you out.

• Keep a written log. Note every call, email and conversation with the insurer and the adjuster, with dates and names.

What not to say to a loss adjuster

You should always be truthful and cooperative with a loss adjuster. But there is a difference between answering questions honestly and volunteering guesswork that can narrow your claim. The most common mistakes are:

• Do not speculate about the cause. “It was probably leaking for a while” or “I think the wiring was old” are guesses, and guesses get written down. If you do not know the cause, say so and let the evidence establish it.

• Do not minimise the damage. “It is not too bad” or “we will manage” understates a loss you have not yet fully measured. Smoke, moisture and structural effects often run far beyond what is visible on day one.

• Do not accept a figure on the doorstep. An early verbal offer is rarely the full value of the claim. You are entitled to take time, take advice and see the offer in writing.

• Do not agree that items are excluded before checking the wording. Coverage questions turn on the exact policy language, not on a summary of it in conversation.

• Do not sign anything you have not read. That includes disclaimers, discharge forms and mandates for the insurer’s contractors.

Stick to facts, answer what is asked, and keep your own record of the conversation. If you have appointed a loss assessor, the adjuster deals with them, and this pressure point disappears entirely.

The loss adjuster’s report

The adjuster’s report is the document your settlement is built on. It typically contains a summary of the circumstances and cause, the estimated repair or replacement costs, an analysis of the policy cover including any exclusions or conditions the adjuster believes apply, and a recommended reserve figure. The insurer relies on this report to approve, reduce or decline the claim, and will cite it if it offers less than you expected. You will not always be given the report itself, but you are entitled to a clear explanation of any decision made on the back of it.

Can you challenge a loss adjuster’s findings?

Yes. An adjuster’s assessment is a recommendation, not a verdict. If you believe it undervalues the loss or misapplies the policy, you can:

• Provide further evidence. Additional photographs, independent repair quotes and expert reports can all be submitted to counter the findings.

• Request a review. Set out in writing why you disagree and ask the insurer to reassess. Insurers and loss adjusters operate formal complaints procedures and must respond to them.

• Appoint a loss assessor. An assessor reviews the claim, values the loss, challenges the points in dispute and negotiates directly with the insurer and the adjuster on your behalf.

• Escalate if needed. Where a dispute cannot be resolved with the insurer, you can refer the matter to the Financial Services and Pensions Ombudsman, though most claims settle well before that point.

Loss adjuster vs loss assessor: the short version

The loss adjuster is appointed and paid by the insurer. The loss assessor is appointed by you and acts only for you. Same claim, opposite sides of the table. We cover the roles, the differences and a worked example in our full guide to the loss assessor vs loss adjuster distinction, and you can read more about what a loss assessor does day to day.

When to appoint your own loss assessor

You can appoint a loss assessor at any stage, but the earlier the better: a claim prepared properly from day one is far easier to defend than one rebuilt after a low offer. Representation matters most when:

• the loss is significant, or larger than it first appears, as fire, smoke and water losses usually are

• the insurer’s offer does not cover the real cost of reinstatement

• questions are being raised about cause, cover, conditions or your sum insured

• the claim has been refused and you believe the refusal is wrong

• you simply do not have the time or the appetite to run a negotiation while putting your home back together

Many of the loss assessors at OMC Claims began their careers as loss adjusters. They know how the report is built, what the insurer will rely on and where the room for negotiation lies, because they have sat on the other side of the table.

Frequently asked questions

What is a loss adjuster in simple terms?
A loss adjuster is the claims expert your insurance company sends to investigate and value your claim. They check what happened, measure the damage, test the claim against your policy and recommend what the insurer should pay.

Who does a loss adjuster work for?
The insurer. The adjuster is appointed and paid by the insurance company, and their report goes to the insurance company. A loss assessor is the professional who works for you, the policyholder.

Do I have to deal with the loss adjuster myself?
No. You are entitled to appoint a loss assessor to represent you, and once appointed, the adjuster corresponds with your assessor rather than with you directly.

Should I accept the loss adjuster’s first offer?
Not before it has been checked. First offers are based on the adjuster’s costing, not yours, and frequently omit elements of the loss such as secondary damage, contents items, professional fees or alternative accommodation. Have the offer reviewed against a full valuation of the claim before you agree anything.

Can a loss adjuster refuse my claim?
Not directly. The adjuster recommends; the insurer decides. If your claim is declined, the insurer must explain why, and you can challenge the decision through its complaints process and, if necessary, the Financial Services and Pensions Ombudsman.

What is a public loss adjuster?
In Ireland the correct term for the professional who acts for the policyholder is a loss assessor or a public loss assessor (PLA). In some other markets, notably the United States, that role is called a public adjuster or public loss adjuster. If you are searching for someone to act on your side of an Irish claim, a regulated loss assessor is what you need.

For the wider claims process from first notification to settlement, see our home insurance claims guide.

About OMC Claims

OMC Claims (Owens McCarthy Ltd) is Ireland’s largest independent firm of loss assessors, acting only for policyholders, never for insurers. We provide nationwide coverage, with loss assessors serving Dublin, Cork, Limerick and every other county in Ireland. Part of the Fexco group and regulated by the Central Bank of Ireland (Registration Number C-46734), our team brings over 250 years of combined claims experience and handles more than 2,000 home and business claims a year, from straightforward domestic losses to large and complex commercial claims. We assess the damage, prepare and value your claim, and negotiate with your insurer to work to secure the settlement you are entitled to.

Disclaimer: This content is for general informational purposes only and aims to provide an overview of the role of a loss adjuster in the home insurance claims process. It does not constitute legal, financial, or insurance advice. For guidance tailored to your specific circumstances, please consult a claims professional or your insurance broker/provider.