Sometimes when an adjuster is not returning your calls, it may be they’ve been transferred to another territory or department. 

In a perfect world you would expect the courtesy of a return call to let you know. But in reality, that frequently doesn't happen particularly if you’re a vendor. Generally, ThinkStockinsurance companies do not view vendors as allies. 

So periodically, here’s what you do to make sure you’re not spinning your wheels. Call a clerical or claim service rep. Don’t tell them who you are. Just inquire as to who is responsible for your territory (or line of claim). You can ask, “Can you tell me who the property claims supervisor for Georgia is?”

The clerk will either affirm what you already suspected or you’ll find out that your former contact has been replaced or reshuffled.

Reshuffling occurs often in the insurance claims business. The bad news is that you have to re-build a relationship with someone new. The good news is that your old contact may re-surface at a new company or in a new department that may be a source of additional business.  

And if the old contact is still at the same company, ask them for an introduction to the new adjuster. 

Independent adjuster Peter Crosa conducts workshops and seminars on the topic of marketing restoration services to the insurance claims industry. He is the author of the 2014 Restoration & Mitigation Contractors Guide to Insurance Repair Marketing. Follow him on Twitter at, visit his website at or e-mail him at to ask a question.