# Working With an Insurance Adjuster > How a fire claim works in North Carolina: what the adjuster does, what to document, how to read the scope, and where to get help if you disagree. URL: https://firedamagerestorationcharlotte.com/guides/working-with-your-insurance-adjuster/ Section: Home > Guides > Working with your insurance adjuster Last updated: 2026-10-31 Disclosure: Fire Damage Restoration Charlotte is a call-in referral service. Your call is connected to an independent, licensed local contractor who speaks with you on that call; we do not perform the work ourselves. After a fire, the insurance adjuster becomes one of the most important people in your recovery. Understanding what the adjuster does, what they need from you and how to raise disagreements makes the claim smoother. This guide walks through it for North Carolina homeowners and renters. ## Key facts - The North Carolina Department of Insurance offers consumer assistance with homeowners claims and complaints [1]. - Most homeowners policies cover the dwelling, personal property and additional living expenses, each with its own limit [2]. - Photos and a room-by-room inventory taken before cleanup support your claim [3]. - You can usually choose your own restoration contractor, even if the insurer suggests one. ## How to work with an adjuster: the short answer Report the claim quickly, document everything before it changes, keep a log of every conversation, and ask the adjuster to explain anything you do not understand in writing. Protect the home from further damage, keep receipts for emergency work and temporary housing, and compare the adjuster's scope of work with your contractor's. If you disagree, ask for the reasoning, provide evidence, and know that the North Carolina Department of Insurance can help with complaints [1]. ## Common claim moments and what to do | Moment | What is happening | What to do | | --- | --- | --- | | First call | Claim opened, adjuster assigned | Get claim number and adjuster contact | | Adjuster inspection | Damage assessed and documented | Walk through with them; point out hidden damage | | Scope of loss | Adjuster's list of repairs | Compare with contractor's scope; ask about gaps | | Contents claim | Inventory of damaged belongings | Submit a detailed list with photos | | Living expenses | Temporary housing and extra living needs | Keep every receipt; ask about limits | | Disagreement | You and the adjuster see it differently | Ask for reasons in writing; provide evidence | ## Photos taken before cleanup are some of the most useful claim evidence Photos taken before cleanup are some of the most useful claim evidence. ## Documents and evidence to gather - Your policy, including the declarations page. - The fire department's incident report number. - Photos and video of every room, inside closets and outside the house. - A room-by-room list of damaged belongings, with purchase dates where known. - Receipts for [board-up](https://firedamagerestorationcharlotte.com/services/board-up-and-tarping/), emergency purchases, hotels and meals. - A written log of every call and email with the insurer. - Your contractor's photos, moisture readings and scope of work. ## What the adjuster does The company adjuster works for the insurer. Their job is to investigate the claim, determine what the policy covers and estimate the loss. They will inspect the home, review photos and contractor reports, and write a scope of loss listing the work and items they consider covered. Most adjusters handle many claims at once, so clear, organized information from you helps. Some homeowners hire a public adjuster, a licensed professional who works for the policyholder for a percentage of the settlement. Others rely on their contractor's documentation and handle the claim themselves. The National Association of Insurance Commissioners has consumer information on homeowners coverage that can help you understand your options [2]. ## Making sure hidden damage is included Smoke residue in the attic, water in the crawlspace and odor in the ducts are easy to miss on a quick inspection. Ask the adjuster to look at those areas, or provide your contractor's photos and readings. Moisture maps, residue wipe tests from rooms away from the fire and photos inside wall cavities all help show the full extent of damage. See [smoke damage cleanup](https://firedamagerestorationcharlotte.com/services/smoke-damage-cleanup/) for how far smoke typically travels. ## How a restoration contractor helps with the claim 1. **Documents before work:** Photos, video and measurements of every affected area. 2. **Writes a scope:** A detailed list of cleaning, removal and repair work. 3. **Records drying:** Daily moisture readings that show when drying is complete. 4. **Inventories contents:** Lists items packed out, cleaned or found non-salvageable. 5. **Meets the adjuster:** Walks through findings with the adjuster when possible. ## When you disagree with the adjuster Disagreements are common and usually solvable. Ask the adjuster to explain in writing why an item was excluded or valued as it was. Provide evidence such as photos, expert opinions or test results. Many policies include an appraisal process for disputes about the amount of the loss. If you believe the insurer is not handling your claim fairly, the North Carolina Department of Insurance accepts consumer complaints and can help [1]. ## Preparing now for any future claim - Keep a home inventory with photos, stored online. - Review your policy limits each year. - Store your policy and important documents in the cloud. - Ask your agent about additional living expense and ordinance or law coverage. ## What to share with your contractor about the claim - Your insurer, claim number and adjuster's contact. - Whether the adjuster has inspected yet. - Any items the adjuster said are not covered. - Whether you have hired a public adjuster. ## Building a contents inventory that holds up The personal property part of a fire claim is often the most time-consuming. Go room by room and list each damaged item with a short description, the approximate age, where it was bought if you remember, and a photo. Group small items sensibly, such as kitchen utensils or children's toys, rather than listing every piece. Bank and credit card statements, online order histories and old photos can help reconstruct what you owned. If the restoration contractor packs out your belongings, ask for their inventory and compare it with yours. Items they mark non-salvageable belong on your claim list. Keep the list in a spreadsheet you can update and share with the adjuster. ## Getting help while the claim is pending Large claims take time, but immediate needs cannot wait. Ask your adjuster about an advance on additional living expenses or contents so you can buy clothing, toiletries and other essentials. Keep every receipt and note what each purchase replaced. If you have a mortgage, settlement checks for the dwelling may be made out to both you and the lender; ask your lender early how they handle repair funds. ## Adjuster and claim questions ### Do I have to use the insurer's recommended contractor? In most cases, no. You can choose your own contractor. The insurer may suggest one, and you can consider them, but the choice is generally yours. ### How long does a fire claim take? It varies with the size of the loss and how quickly documentation is gathered. Small claims may settle in weeks; large ones can take months. ### Should I throw away damaged items before the adjuster sees them? Not without photos and an inventory. Ask the adjuster whether they need to see items before disposal, especially high-value ones. ### What is additional living expense coverage? It covers reasonable extra living needs, such as temporary housing and meals, when your home is not livable after a covered loss, up to the policy limit. ### Where can I get help if my claim is stuck? Ask your agent, request a supervisor at the insurer, and contact the North Carolina Department of Insurance consumer services if the problem continues. ### Can I hire a public adjuster in North Carolina? Yes. Public adjusters are licensed by the state and work for the policyholder in exchange for a share of the settlement. Ask about their license, experience and terms before signing. ### What if the adjuster misses damage in the attic or crawlspace? Ask for a re-inspection and provide your contractor's photos, moisture readings and test results. Hidden damage is common, and documented evidence usually gets it added. ## Talk to a contractor who documents for claims Call to be connected with an independent local contractor and ask how they document damage for adjusters on that call. ## Sources 1. [North Carolina Department of Insurance](https://www.ncdoi.gov/) 2. [NAIC: Homeowners insurance consumer guide](https://content.naic.org/consumer/home-insurance.htm) 3. [U.S. Fire Administration: Home fire prevention and safety](https://www.usfa.fema.gov/prevention/home-fires/) ## Talk to someone Call (704) 386-9209 (+17043869209). Your call connects to an independent local contractor who speaks with you on that call.