Two sides, sometimes a referee
Most claims involve at least one expert appointed by the insurer. The policyholder may add their own. When the two cannot agree, the policy, a mediator or a court may introduce a neutral third person. Knowing which hat each professional wears helps you judge how much weight to give their figures and what you can ask of them.
The roles described in this section
The guides listed below each focus on one role.
- Insurer-appointed adjuster or claims expert, who investigates and values the loss for the insurer
- Policyholder-appointed loss assessor or public adjuster, who prepares and negotiates the claim for the insured
- Independent second opinion, a technical review without full claim representation
- Third-party expert, appraisal umpire or arbitrator, chosen to settle a disagreement between the two sides
- Court-appointed expert, instructed by a judge in litigation
Who pays and what that implies
The insurer's adjuster is paid by the insurer. The policyholder's expert is paid by the insured, sometimes with help from a policy extension covering expert fees. A neutral third expert is usually funded by both parties, often in equal shares, depending on the contract. Court experts are paid as ordered by the court. Payment does not automatically mean bias, but it defines the mandate.
When each role usually appears
The insurer's expert comes first, often within days of notification. A policyholder's expert can be appointed at any stage, ideally early on larger losses. A second opinion is useful when an offer arrives and you want to test it. Appraisal or a third expert follows a documented disagreement, and court experts only appear once proceedings have started.
Picking the right page
If you are dealing with the insurer's representative and want to understand their job, open the insurer-appointed adjuster guide. If you are considering help for yourself, read the policyholder-appointed assessor page, then the second opinion guide to compare a lighter option. Deadlocked negotiations lead to the third-party expert page, and litigation to the court-appointed expert guide. Each role has a matching page on fees.
Questions to ask any expert you meet
Who instructed you, what exactly is your mission, will I receive a copy of your report, and how can I respond to your findings? Clear answers set expectations and reduce misunderstandings later.
How the roles fit together in practice
On a typical medium-sized property loss, the insurer's adjuster visits first and drafts a scope of damage. If the policyholder appoints an assessor, the two meet, compare measurements and costings and try to agree item by item. Points that remain open are listed and discussed further, sometimes with a technical specialist on each side.
When agreement still fails, the policy may provide for each party to appoint an appraiser, with an umpire deciding where they differ, or for a single third expert chosen jointly. If the dispute concerns the meaning of the policy rather than the amount, the matter may go to an ombudsman or to court, where a judge can appoint an expert to answer technical questions. Each stage costs time and money, so most claims are settled well before the last one.
- Appointing your own expert: loss assessors and public adjusters
- Dealing with the loss adjuster your insurer appoints
- Expert Witness Training and Qualifications: What the UK and US Courts Expect
- Fees for an umpire or third expert in an insurance dispute
- Getting an independent second opinion on your insurance claim
- How much does a court-appointed expert cost in an insurance claim?
- Insurer-appointed adjuster fees: what they cost and who pays
- International Expert Witness: Handling Insurance Disputes Across Borders
- Loss assessor and public adjuster fees: a practical breakdown
- The court-appointed expert in an insurance claim dispute
- The umpire or third expert in an insurance valuation dispute
- What does an independent second opinion on a claim cost?
Organisations offering this service
- Chartered Institute of Loss Adjusters (CILA): Chartered UK professional body for claims and loss adjusting professionals, responsible for training, qualifications and standards across the claims profession.
- Aspray: UK network of loss assessors handling and negotiating insurance claims on behalf of policyholders, notably after fire, flood and escape-of-water damage.
- Financial Ombudsman Service: Official free dispute resolution service in the United Kingdom, handling complaints from policyholders against insurers, including disputed or rejected insurance claims.
- Adjusters International: US network of public adjusting firms representing policyholders, businesses and public entities in the settlement of significant property insurance claims.
External links provided for information only; check the terms directly with each organisation.
Frequently asked questions
Is the insurer's adjuster on my side?
They should act fairly and professionally, but they are instructed by the insurer and report to it.
What is the difference between a second opinion and a loss assessor?
A second opinion is a review of the damage or offer, while a loss assessor or public adjuster usually handles the whole claim and negotiation for you.
Can a third expert's decision be challenged?
It depends on the policy clause and local law. Some appraisal outcomes are binding on value, while legal questions may remain open.
Use the list below to read about the role that matters to you now; expertdassure.com describes each one neutrally.