It’s not about climbing roofs. Anybody can climb a roof. It’s about what you do when you come back down and have to explain to a homeowner why half their damage isn’t covered.
As an insurance adjuster, you need a variety of skills to be successful in the industry. From obtaining the proper licensing and certification to providing exceptional customer service, there are several skills you need to master to stand out in the competitive Texas insurance market. Here are the top skills every successful insurance adjuster needs:
1. Know the Policy
Dave says it in every course: “You can’t be honest if you don’t know.” If the insured asks about their deductible, their coverage limits, their exclusions — you need an answer. Not “I think so.” Not “probably.” A real answer backed by the policy document. Know the standard homeowner’s policy inside and out. Know what ACV vs replacement cost means. Know where flood stops and homeowner’s starts. Know the difference before the homeowner asks.
2. Communicate
Set expectations. Deliver bad news early. Return calls. Document conversations. Tell people what’s happening before they have to chase you. The adjusters with the best customer service scores don’t do anything special. They just tell the homeowner what’s going to happen, when it’s going to happen, and then they make it happen. It’s really not that hard. But you’d be surprised how many adjusters forget.
3. Listen
The homeowner has a story. Let them tell it. Not because you’re being polite — because they’ll tell you things about the damage that you wouldn’t find on your own. Where the water came from. What the roofer did. What the prior adjuster missed. Pay attention to what they say and what they avoid saying.
4. Stay Organized
You’re going to have multiple claims open. Each one has a homeowner expecting communication, a carrier expecting documentation, and a timeline that’s ticking. If you can’t keep track of where each claim stands, things fall through the cracks. Close every claim you inspect the same day. That’s the organizing principle that keeps everything manageable.
5. Make Judgment Calls
Not everything is black and white. Dave says it over and over: “We don’t live in a black and white world.” There are gray areas — damage that could be pre-existing or recent, coverage that’s arguable, homeowners who tell you stories that don’t quite add up. Your job is to gather the facts, know the policy, and make a defensible decision. You won’t be right 100% of the time. Nobody is. But if you can explain your reasoning to the carrier, the insured, and a courtroom — you’re doing it right.
6. Stay Professional Under Pressure
You’re going to deal with upset people. That’s the job. They have damage, they’re stressed, they may disagree with your findings. Your job is to stay steady, explain clearly, and never snap back — no matter what they say. The adjusters who get in trouble aren’t the ones who make a wrong call. They’re the ones who can’t control their temper when someone challenges them.
These Skills Aren’t Theoretical
The Practical Adjusting course builds them through real scenarios. Get started with the Smart Start Package.