Let’s talk about something that shouldn’t be controversial… but it is.
Taking responsibility for your role in a claim.
Before we get into it, here’s a quick refresher:
What is a Public Adjuster (PA)?
A Public Adjuster is a licensed professional who represents a homeowner or policyholder — not the insurance company — during an insurance claim. Their job is to evaluate damage, submit proper documentation, and help the homeowner secure a fair payout.
Sounds good in theory, right?
Unfortunately, not all PAs are created equal.
When We First Started…
We connected with a Public Adjuster who — at the time — seemed like a great fit. He was friendly, aligned with our values, and genuinely seemed to care about his clients.
A few weeks in, he referred us to a homeowner dealing with damage. We completed an inspection, were hired, and started work on December 23rd.
Yes — just before Christmas.
The homeowners were lovely. Devoted Christian family, trying to hold it together during the holidays. We wanted to do everything we could to ease the stress and restore their home.
And then the delays began.
Holidays Are Slow. But This Was Something Else.
We expected a bit of slowness. It was the holidays. Insurance adjusters, offices, vendors — everyone’s a little slower to respond.
But once the New Year hit, we began our standard follow-up process:
✔️ Contact the insurance company
✔️ Verify inspection dates
✔️ Check claim status
✔️ Request payment on our invoice
That’s when we discovered:
The PA had never submitted their documentation.
No photos.
No estimates.
No proof of loss.
Nothing.
We reached out to the PA.
No response.
We reached out to his office.
“We don’t have this file with us.”
🚨 RED FLAG.
The Denial We Didn’t See Coming
Months later, we get a notice:
The claim was denied.
So we request the denial letter (as we always do). But the insurance company tells us we need to get it from… you guessed it: the PA.
You know — the one who disappeared into thin air.
We reached out again. And again.
Nothing.
Then we tried the homeowners.
Crickets. 🦗
Finally, after weeks of silence, we sent the invoice directly to the homeowners (because let’s not forget — it’s their responsibility). That’s when communication opened back up. And eventually, we even got a call from the owner of the PA firm.
But the damage had already been done.
Should It Be This Hard?
Absolutely not.
A Public Adjuster’s job is to be the first point of contact for the homeowner, to guide them, advocate for them, and submit the necessary documentation to get their claim moving. It’s not rocket science — it’s responsibility.
And while we understand that not every claim goes smoothly…
Ghosting your client, your team, and the contractors doing the work is unacceptable.
What This Taught Us
- Not all PAs are created equal. Vet your partners.
- Documentation delays hurt everyone. Even a great contractor can’t get paid without it.
- Professionalism matters. If you’re in the industry, act like it.
- Communication is everything. Being “too busy” to reply is not an excuse.
Homeowners should be informed. Don’t assume someone else is “handling it.” Ask questions.
Final Word
If you’re a PA reading this:
Please, for the sake of your reputation and your clients, do your job. Submit your docs. Answer your phone. If you’re overwhelmed, say so. If you’re stepping out of the industry, step out responsibly.
If you’re a homeowner:
Ask for proof of submission. Follow up. Make sure your PA is active, licensed, and responsive. It’s your claim — not theirs.
And if you’re a contractor like us:
Document everything and be ready to step in when others don’t.
Because in this line of work, you’re not just restoring homes — you’re restoring trust.
🛠 Need a restoration partner who actually shows up?
Let’s talk — no ghosting, we promise.
Ready to Get Started?
Let us take the stress out of submitting documentation for our part of the job.
Call us at 844‑238‑9525 or email hello@responderrestoration.com to schedule your free consultation.