These are our takes on the people involved in the insurance claims process. We wrote it to give Homeowners (policyholders) some experienced understanding and guidance.
Insurance Agent (local)
They are your friend. They sold you the policy and want to see you year after year. Call them when you need them. *We always recommend buying insurance from a local insurance agent so you have a friend.
Inside Claims (remote)
They can normally take claim information, process calls/notes in their internal systems, and request resources for you. They may or may not be able to verify coverage, depends on the insurance company. May be different people you talk to every time, again, depends on the insurance company.
Insurance Adjuster (remote)
Usually experienced. May or may not be licensed, depends on the State. Probably uses a mixture of questions, technology (think Facetime), and mitigation or contractor input to verify coverage without physically coming to your home.
Field Adjuster (local)
Usually experienced. May or may not be licensed, depends on the State. Normally schedules to come to your house within 1-3 days of the claim to verify coverage. You may not have a Field Adjuster on your claim, depends on the size of the loss and the insurance company.
Insurance Policy (written)
Tells you what is and is not covered, why, and your coverage limits. All of the people above take their cues from this. None of them can deviate from this.