Adjuster Tips: Documentation That Makes a Difference
- Melissa Findley
- Oct 6
- 3 min read
In claims adjusting, documentation isn’t just a step in the process, it’s the backbone of every decision we make. When handling claims, the accuracy and completeness of your documentation directly affects speed, fairness, and policyholder trust.
At AdStrat, we see documentation as one of the most important professional skills an adjuster can develop.
Why Documentation Matters
Every claim tells a story, and without details, that story is incomplete or misunderstood. Documentation serves three critical purposes:
Accuracy – Detailed notes and photos ensure the scope of damage and circumstances are fully captured.
Fairness – Thorough records protect both policyholders and insurers by providing a transparent basis for every decision.
Efficiency – Well-documented claims reduce back-and-forth questions and keep files moving toward resolution.
General rule: If it isn’t documented, it didn’t happen. The clearer the documentation, the fewer questions arise later in the process. That saves time, builds trust, and improves outcomes for everyone involved.
Best Practices for Field Documentation
Documentation begins long before setting foot on a property. Preparation helps set the stage for a thorough inspection and smooth communication with the policyholder.
Research Before Inspection
Confirm property ownership and other critical details before your site visit.
Review available background information on the policy and claim so you’re not starting from scratch on arrival.
Set Documentation Expectations With the Policyholder
Communicate with the policyholder ahead of time about what documentation may be needed. This might include questionnaires, personal property inventories, receipts, or photos of mitigation efforts already underway. Preparing the insured helps avoid surprises, improves accuracy, and speeds up resolution.
Field-Level Notes and Photos
Take multiple photos from different angles – Wide shots provide context, while close-ups show detail.
Document undamaged or damage from other perils – These can be just as important in establishing a full picture.
Use timestamps and geotags when possible – This verifies when and where the information was collected.
Write objective, detailed notes – Avoid assumptions and personal opinions. Stick to facts, conditions, and observable details.
Obtain “before” and “after” from the policyholder where applicable – This helps establish progression of damage.
Organize consistently – Label files in a clear system so they’re easy for others to review. Photo order should follow estimate and room names should match estimate
Documenting in CMS
Strong documentation doesn’t stop at the field level. Every detail related to the claim should also be captured in the claim management system (CMS). This ensures:
Visibility – Anyone working on the claim has a clear picture of its current status.
Continuity – Notes, actions, and communications are preserved so nothing is missed if the claim changes hands.
Accountability – Documenting conversations and calls, updates, and file progress creates a reliable, traceable record.
Think of your claim system as the official timeline of the claim. If it isn’t recorded there, it isn’t part of the file.
The Policyholder’s Experience
Policyholders rarely see the adjuster’s documentation, but they feel its impact. Clear, thorough records mean faster, more accurate outcomes and fewer delays or disputes. When their claim is handled with speed and transparency, policyholders feel cared for in what is often a stressful time.
Documentation as a Professional Skill
At AdStrat, we believe documentation is more than a task on a checklist, it’s a professional skill that defines great adjusters. Mastering this skill improves claim outcomes, reduces disputes, and enhances overall service quality.