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I received a referral yesterday for a multi-million dollar claim in Los Angeles. When I finally got the insured on the phone, he was minutes away from meeting the staff adjuster.
Within moments, the dynamic became clear: he was "picking my brain." He wanted just enough information to feel confident handling the claim himself.
I’m a firm believer in efficiency and a "can-do" attitude, but in the world of high-stakes insurance claims, doing it yourself is often the most expensive mistake you can make.
The Knowledge Gap
As we spoke, it was obvious he was flying blind:
He didn’t know what an Industrial Hygienist was or why they are critical for documenting unseen damages.
He wasn't sure how to properly document a loss to ensure the carrier sees the full scope of the damage.
He didn't understand how to negotiate the technical language of a multi-million dollar contract.
The "Fee" Fallacy
When he asked about my 10% fee, his immediate response was: "How will I have enough left for construction?"
This is the biggest misconception in our industry. I explained two critical things to him:
The Value Add: Statistics consistently show that policyholders often receive significantly higher settlements—sometimes up to three times more—when using a Public Adjuster.
Overhead & Profit: Understanding concepts like O&P and how they are applied can be the difference between a project being fully funded or being drastically underpaid.
The Respect for Expertise
By the end of the call, he was "late for his meeting" and promised to call back with more questions.
As a professional, my "product" is my time and 25+ years of experience. When that isn't respected, it's frustrating. But more than that, it's a shame to see someone risk a massive recovery because they don't know what they don't know.
The Reality: I’ll likely get a call when the claim goes sideways. But at that point, the "clean-up" is often harder than the original claim, and I may not be able to step in.
The Lesson: A "can-do" attitude is great for your business. It is dangerous for your insurance claim. Hire an expert before the damage is done—literally and figuratively.
