Updated and expanded from an article originally written in 2019
What separates a good independent insurance adjuster from a great one? Licensing and technical knowledge are important, but long-term success requires much more.
I’m often asked what it takes to become a good independent claims adjuster. Unfortunately, there’s no short answer. The job requires a unique combination of technical knowledge, people skills, sound judgment, and plain old determination.
Successful independent insurance adjusters develop seven essential habits: strong communication, effective time management, computer proficiency, integrity, insurance policy knowledge, construction knowledge, and determination. These skills help adjusters handle claims accurately, work efficiently, and build lasting professional relationships.
The good news? Most of these habits can be learned and improved with practice. If you don’t have all seven completely dialed in right now, don’t worry. (Unless, of course, you lack ethics. That one’s a problem.)
Whether you’re a newly licensed adjuster preparing for your first assignment or an experienced adjuster looking to improve your performance, these are the habits worth developing.
Habit #1: Communication
Insurance claims adjusters need excellent people skills. You’ll deal with all kinds of people in every imaginable frame of mind, from grateful and cooperative to angry, suspicious, and downright difficult.
And that’s under normal circumstances.
During a catastrophe deployment, you may encounter homeowners who’ve lost nearly everything, unreliable phone service, dangerous inspection conditions, and policyholders who understandably want answers immediately.
As an independent adjuster, you’re often the primary point of contact between the insurance company and the policyholder. How you communicate can make an already stressful situation better or considerably worse.
Effective adjusters make a habit of:
- Explaining the claims process clearly without unnecessary insurance jargon.
- Setting realistic expectations about timelines and next steps.
- Listening carefully before responding to concerns.
- Returning calls and providing updates when promised.
- Remaining calm and professional, especially when conversations become difficult.
Remember, you don’t have to deliver good news to provide good customer service. Sometimes the most important thing you can do is communicate clearly, honestly, and respectfully.
Communication is one of several important interpersonal abilities adjusters should develop. For more practical guidance on handling difficult conversations, building trust, and working with policyholders, read our 7 Essential Soft Skills for Insurance Adjusters.
Habit #2: Time Management
Wasted time and unnecessary stress are twin enemies of an insurance adjuster, particularly an independent adjuster working catastrophe claims.
When a major storm hits, adjusters can receive large volumes of assignments in a relatively short period. Every policyholder wants an inspection as soon as possible, and every claim comes with documentation requirements, deadlines, and follow-up responsibilities.
Without an organized system, it’s easy to spend more time managing the chaos than actually adjusting claims.
Successful independent adjusters learn to work systematically rather than simply reacting to whatever seems most urgent.
That means developing habits such as:
- Planning inspections geographically. Grouping appointments by location can reduce unnecessary driving and maximize productive hours.
- Documenting claims promptly. Waiting several days to organize photos, notes, and measurements creates opportunities for mistakes and forgotten details.
- Keeping claim files organized. A consistent approach to documentation makes reports easier to complete and review.
- Tracking deadlines and follow-ups. Every outstanding item should have a clear next step.
- Managing expectations. Providing realistic timelines can prevent repeated phone calls and unnecessary frustration.
Effective time management isn’t just about working faster. It’s about creating a process that allows you to work accurately and consistently, even when your workload increases.
For independent adjusters who may be compensated based on completed claims, efficiency can also directly affect earning potential.
Our Adjuster Success Method training was developed to help new and experienced adjusters build a systematic approach to handling claims, managing their workload, and staying organized.
Habit #3: Computer Proficiency and Estimating Technology
The days of handwritten estimates and paper-heavy claims files are largely behind us.
Today’s independent adjusters rely on technology to document damage, prepare estimates, communicate with carriers, and manage assignments. If you struggle with basic computer tasks, you’ll likely struggle with the pace of modern claims adjusting.
At a minimum, adjusters should be comfortable using email, organizing digital files, working with spreadsheets, uploading photographs, and navigating different software platforms.
But general computer proficiency is only the beginning.
Why Xactimate Skills Matter
For property adjusters, Xactimate is one of the most important estimating programs to understand. Many insurance carriers and independent adjusting firms use it to prepare and review property damage estimates.
And while Xactimate is powerful, it can also be challenging for beginners.
Learning to navigate the software is one thing. Learning to create an accurate estimate that reflects the damage, necessary repairs, and appropriate scope of work is another.
Successful adjusters understand how to:
- Document and photograph damage thoroughly.
- Take accurate measurements and create sketches.
- Identify appropriate estimating line items.
- Prepare clear, detailed estimates.
- Review their work for missing items and inconsistencies.
- Use mobile tools and digital workflows efficiently.
Technology will continue to evolve, and adjusters who are willing to learn new tools will be better prepared to adapt.
If you’re new to property adjusting, don’t wait until your first deployment to learn estimating software. Our highly rated Tactical Xactimate Training helps adjusters develop practical estimating skills before they’re under the pressure of handling live claims.
Habit #4: Integrity
An independent adjuster often has considerable freedom in how they manage their daily work. With that independence comes significant responsibility.
Adjusters inspect damaged property, document losses, prepare estimates, and provide information that may influence important financial decisions.
That’s a position of trust, and it shouldn’t be taken lightly.
Unfortunately, opportunities for unethical behavior exist. Contractor kickbacks, improper payments, intentionally inaccurate estimates, and conflicts of interest can damage an adjuster’s reputation and potentially lead to serious legal or licensing consequences.
But integrity goes beyond avoiding obvious misconduct.
It also means documenting what you actually observe, acknowledging when you don’t know something, following carrier guidelines, protecting confidential information, and treating every policyholder fairly.
An effective adjuster doesn’t manipulate an estimate to make someone happy or rush through an inspection simply to close another file.
Your professional reputation is one of your most valuable assets.
Independent adjusting can be a surprisingly small world. Firms and carriers remember adjusters who produce reliable work, communicate professionally, and demonstrate sound judgment.
They also remember those who don’t.
Habit #5: Insurance Policy Knowledge
Knowing how to read an insurance policy is fundamental to claims adjusting.
But understanding policy language and applying it to an actual loss are two very different things.
An adjuster might inspect two homes with similar damage, only to discover that different policy provisions, endorsements, exclusions, or deductibles affect how those claims are handled.
That’s why effective adjusters need more than a general understanding of insurance terminology.
They must learn how to evaluate damage in the context of the applicable policy and the specific facts of the loss, while working within their authority and following carrier procedures.
For example, an adjuster investigating roof damage needs to understand not only what caused the damage and what repairs may be necessary, but also which policy provisions could be relevant to the claim.
And when a coverage question falls outside the adjuster’s authority or expertise, knowing when to seek guidance is just as important as knowing the answer.
This is one of those areas where experience makes an enormous difference.
Training can provide the foundation. Working claims, asking questions, reviewing policies, and learning from experienced professionals will help you develop the judgment necessary to apply that knowledge.
Excellence in adjusting is as much art as science. Rules and procedures can guide you through straightforward situations, but unusual claims require critical thinking, careful documentation, and good judgment.
Habit #6: Construction and Property Knowledge
If you’re adjusting property claims, you need to understand how buildings are constructed.
That doesn’t mean you need to be a licensed contractor or know how to build a house from the ground up. But you do need to understand the materials, systems, and repair processes involved in the properties you’re inspecting.
After all, if you don’t know what’s behind a wall, how can you recognize what might need to be included in a repair estimate?
A strong understanding of residential construction helps adjusters identify damage, recognize potential repair requirements, and prepare more complete estimates.
Important areas of knowledge include:
- Roofing materials and installation methods.
- Framing and structural components.
- Drywall, insulation, flooring, and interior finishes.
- Plumbing, electrical, and HVAC systems.
- Water intrusion and common damage patterns.
- Typical repair and replacement procedures.
Consider a water loss that damages a kitchen ceiling. An inexperienced adjuster might focus only on the visible drywall damage. Someone with a stronger construction background will know to investigate whether insulation, adjacent materials, or other building components may also have been affected.
Understanding construction helps you ask better questions, document losses more thoroughly, and recognize when additional expertise is needed.
And like policy knowledge, construction knowledge develops over time.
Read. Take classes. Ask questions. Learn from contractors and experienced adjusters. Pay attention to how buildings are put together and how they’re repaired.
The more you understand the property you’re inspecting, the better equipped you’ll be to evaluate the damage.
If you’re looking for courses to help you, we offer a Construction Basics for Adjusters course that is perfect for those with little to no knowledge of building. For those who are familiar with construction, our Estimating Property Damage courses can take your estimating skills to the next level. Check your state licensing and/or CE courses to find the right product for your state.
Habit #7: Determination and the Will to Succeed
Sometimes claims adjusters find themselves in seemingly impossible situations.
Unresponsive policyholders. Impassable roads. Language barriers. Software problems. Last-minute schedule changes. Claims that are considerably more complicated than they first appeared.
And that’s before you factor in the exhaustion that can come with a long catastrophe deployment.
Independent adjusting isn’t always an easy career. The work can be unpredictable, assignments may fluctuate, and difficult situations are part of the job.
Some adjusters discover that the challenges aren’t for them. Others push through, learn from their mistakes, and become better at what they do.
The difference often comes down to determination.
Successful independent adjusters take responsibility for solving problems rather than waiting for someone else to solve them.
They ask questions when they’re unsure. They learn from rejected estimates or corrections. They improve their processes. And when circumstances change, they adapt.
Determination doesn’t mean ignoring safety concerns, working without rest, or pretending you know something you don’t.
It means being willing to put in the effort necessary to become competent, dependable, and effective.
The best adjusters I’ve known didn’t necessarily start out knowing everything. They were simply committed to getting better.
Which Skills Should New Independent Adjusters Learn First?
If you’re just beginning your adjusting career, looking at all seven habits might feel a little overwhelming.
You don’t need to master everything before accepting your first assignment. But you should build a strong foundation before you’re responsible for handling real claims.
For new property adjusters, I recommend prioritizing four areas:
1. Estimating software. Learn the basics of Xactimate and practice creating estimates before you’re expected to produce them professionally.
2. Construction fundamentals. Understand common residential building materials, damage types, and repair methods.
3. Claims workflow and organization. Learn how a claim moves from assignment through inspection, documentation, estimating, review, and resolution.
4. Professional communication. Practice explaining the claims process, managing expectations, and handling difficult conversations.
These skills work together. An adjuster might have excellent people skills but struggle to complete accurate estimates. Another might know Xactimate inside and out but have difficulty managing assignments or communicating with policyholders.
Neither is particularly effective.
Getting licensed is an important first step. Becoming a capable adjuster requires additional preparation and continued learning.
That’s why we encourage new adjusters to think beyond simply passing their licensing exam and consider the skills they’ll need when they actually start working.
Frequently Asked Questions About Successful Independent Adjusters
What skills do you need to be an independent insurance adjuster?
Independent insurance adjusters need a combination of technical and professional skills, including communication, time management, estimating software proficiency, insurance policy knowledge, and sound judgment. Property adjusters also benefit from understanding construction and repair methods. Organization, integrity, and adaptability are particularly important for adjusters managing multiple assignments.
Is Xactimate necessary for independent adjusters?
Xactimate is widely used for property claims estimating, and proficiency can be an important qualification for independent property adjusters. However, not every adjusting role requires Xactimate. Auto, liability, workers’ compensation, and other claims specialties may use different tools and processes. Adjusters should focus on the software relevant to their intended specialty.
How can a new independent adjuster gain experience?
New adjusters can build their skills through practical estimating exercises, construction education, claims workflow training, mentorship, and entry-level opportunities with adjusting firms or insurance companies. Licensing provides a foundation, but hands-on practice and experience are essential to developing confidence and professional judgment.
What makes an independent adjuster successful?
Successful independent adjusters consistently produce accurate work, communicate professionally, manage their assignments efficiently, and follow ethical claims-handling practices. They also continue developing their technical knowledge and adapting to new technology, carrier requirements, and claims situations. Reliability and a strong professional reputation can help support long-term career success.
Becoming a Better Independent Adjuster Is an Ongoing Process
If you don’t possess all seven habits of highly effective independent adjusters today, don’t worry.
You can develop them.
Some skills will come from training. Others will come from working claims, making mistakes, asking questions, and learning from more experienced professionals.
The important thing is to keep improving.
Great independent adjusters are never stagnant. They recognize that there’s always something new to learn, whether it’s a better way to manage their claims, a new estimating technique, or a more effective way to communicate with policyholders.
Your license may open the door to an adjusting career. What you do after that will determine how far you go.
— Daniel Kerr, Co-founder of AdjusterPro and former claims adjuster
