Understanding the Loss Adjuster Visit
Someone from the insurance side wants to visit and you are not sure what to expect.
A loss adjuster visit is when the insurer’s appointed assessor comes to check your vehicle, the accident scene, or sometimes you directly, as part of a road accident claim. It usually happens early, often before any offer is discussed.
Where the visit typically happens
This can be at a workshop where your vehicle is being assessed, at the scene of the accident, or occasionally at your home or in hospital for a more serious injury. The setting depends on what the adjuster still needs to verify.
What they are actually checking
Expect questions about how the accident happened, a look at vehicle damage, and sometimes photographs taken on the spot. Vehicle damage itself often ties into a separate own damage claim once the inspection is done. Dealing with the loss adjuster explains who they represent and why that matters.
What to have ready beforehand
- Your police report and its reference number.
- Photographs you already took of the scene and damage.
- Any repair quotes or medical documents relevant to the visit.
- A clear, simple account of what happened, without guessing at details you are unsure of.
What to be careful about during the visit
Stick to what you actually know and saw, rather than filling gaps with assumptions to sound more certain. A guess presented as fact can be used later, even if it felt harmless to say at the time.
After the visit is over
The adjuster’s findings usually feed into the insurer’s first offer or its view on liability.[1] Before you accept a settlement offer covers what to check once that offer arrives.
Common questions
Do I have to let the loss adjuster inspect my vehicle?
Cooperating with a reasonable inspection generally helps your claim move forward, since the adjuster's report often forms the basis of the insurer's first offer. You can still ask questions about what is being checked and why.
Should I say anything I am not fully sure about during the visit?
No. Stick to what you directly saw or experienced, and say plainly when you are not sure rather than guessing to sound complete. An inaccurate guess can be used later in ways a simple admission of uncertainty cannot.
Will the visit change the outcome of my claim on its own?
It contributes to the insurer's view, but it is not the only evidence involved. Your medical report and documented losses matter just as much once the file moves toward an offer.
What if I disagree with something the adjuster noted afterward?
You can raise it, ideally in writing, rather than leaving it unaddressed. A later medical report or additional evidence can still change how the insurer views your claim after this stage.
Sources
- Road Transport Act 1987, s.96 (Ministry of Transport) (accessed 2026-09-22)