When you file a claim with Citizens, a team of professionals will work to evaluate and process your claim. Field adjusters and desk adjusters are key players in this process, and each brings unique skills and responsibilities to serve you better.

Field Adjusters

Field adjusters are our "boots on the ground." These trained professionals visit your property in person to inspect the damage firsthand. Depending on the claim, they may climb onto roofs, examine water damage, take detailed photographs, and measure affected areas. Field adjusters are experienced at documenting physical evidence and gathering crucial details to assess your claim accurately.

Desk Adjusters

Meanwhile, desk adjusters generally serve as your primary point of contact throughout the claims process. They review policy coverage, analyze the field adjuster's findings, and coordinate with other specialists when needed. Desk adjusters are well-versed in policy analysis and claims processing procedures. They evaluate the field adjuster's report alongside other documentation, such as contractor estimates and receipts, to determine if there is coverage for the loss under the terms of your policy and, if so, the claim payment amount.

The Collaboration

The collaboration between field and desk adjusters ensures a thorough and efficient claims process. For example, for a covered loss, if a severe storm damages your roof, a field adjuster will conduct a physical inspection and document the damage in detail. The desk adjuster then reviews this information along with your policy coverage, coordinates with roofing specialists if needed, and works to determine the claim payment.

Think of the claims process as a relay race where the field adjuster gathers and documents the essential evidence (the baton), then passes the baton to the desk adjuster, who carries it through to the finish line (claim resolution). This teamwork approach helps ensure nothing is overlooked, and if the loss is covered under your policy, your claim is timely paid.

Both types of adjusters undergo extensive training in construction methods, building codes, estimating software, and insurance policy analysis. Their complementary roles work together to provide you with professional service throughout the claims process. While you may interact more frequently with your desk adjuster, rest assured that both professionals are working diligently behind the scenes to handle your claim efficiently and fairly.

At Citizens, we're committed to providing excellent service through this collaborative approach, ensuring that your claim receives the attention and expertise it deserves.