Why Is My Insurance Claim Getting Passed Around Like the Latest Gossip?

If you’ve ever filed an insurance claim, you know the process can be as fun as watching paint dry. But just when you think things are moving along—you’re made aware your claim has been reassigned to a new adjuster. Cue the frustration! Why does this keep happening, and what does it mean for your payout?

The truth is, claim reassignments aren’t always innocent. Sure, sometimes they’re necessary, but other times, it’s part of a strategy that doesn’t exactly work in your favor. So, let’s unpack why insurance carriers shuffle adjusters like a deck of cards—and what you can do to make sure you’re not left holding the short end of the stick. 

Why Do Carriers Reassign Claims?

There are several reasons why your claim might be reassigned, and not all of them are as harmless as they seem.

1. Turnover

For starters, turnover in the insurance world is typical. The Insurance Business Magazine reported, “In the past 10 years, most insurance companies operated with roughly an 8-9% staff turnover rate – including voluntary and involuntary exits – whereas now, it’s more typical for companies to operate in the 12-15% range, with voluntary turnover spiking at more significant levels.” Adjusters often leave their companies, get transferred, or quit the industry altogether. When this happens, your claim gets passed to the next person in line—sometimes without so much as a proper handoff.

2. Specific Expertise

Another common reason? Your adjuster may have insufficient knowledge or skills to properly adjust your claim. Let’s say your claim involves a large commercial property or damage that requires specific expertise. Carriers may reassign the claim to someone they believe has the right skills.

3. Fresh Set of Eyes

And then there’s the “fresh set of eyes” excuse. While this might sound logical, it’s often just a polite way of saying, “We’re looking for a reason to underpay or deny your claim.” By bringing in a new adjuster, carriers can essentially hit the reset button, which gives them an opportunity to reinterpret your policy—sometimes in their favor.

4. Delay Tactic

Lastly, let’s not ignore the possibility of delay tactics. Every reassignment takes time, and the longer the process drags on, the more likely you are to get frustrated and settle your claim and accept their lowball offer.

What Does This Mean for You?

When a claim gets reassigned, it’s not just inconvenient—it can have serious consequences for your payout. Each new adjuster might interpret your claim differently, and without consistent communication, key details can get lost in the shuffle. This not only slows down the process but also increases the chances of mistakes, underpayments, or even outright denials.

Delays also mean you’re stuck waiting to repair your property, which can lead to bigger problems down the road. For example, minor roof damage can quickly escalate into water leaks or structural issues if left unaddressed.

How to Stay Ahead of the Chaos

Ryan Curl, Jr Desk Adjuster and Licensed Public Adjuster, explains carrier reassignments do “slow down the claims process as the new adjuster will have to review everything that has happened up to that point in the claim and get caught up to speed. A lot of the time, we will have to redo progress made with the previous adjuster and build that rapport again.”

So, what can you do to protect yourself when your claim keeps changing hands? Start by keeping a detailed paper trail. Every email, phone call, and document related to your claim should be saved and organized. This way, if something gets lost during an untimely reassignment, you have the proof to back yourself up.

Don’t be afraid to push back, either. If you notice unnecessary delays or vague explanations for the reassignment, ask questions. Why is this happening? Who’s responsible now? Transparency is your right as a policyholder.

Finally, consider bringing in reinforcements. A public adjuster (like the pros at Premier Claims) can help you navigate the chaos. Public adjusters work for you, not the insurance company, which means they’re 100% focused on getting you a favorable settlement. 

Let’s Get Your Claim Back on Track

At the end of the day, claim reassignments can feel like a bad episode of The Office: full of unnecessary drama, confusing handoffs, and missed deadlines. But you don’t have to deal with it alone. At Premier Claims, we aim to cut through the red tape and fight for what’s fair.

If your claim has been reassigned—or you’re just tired of dealing with the runaround—let’s talk. We’ll take the stress off your plate and get you back to what matters most.

Reach out today to get the help you deserve!