What Insurance Adjusters Wish Shops Knew About Supplements
We talked to adjusters. They approved more supplements than they denied. They wished shops understood their constraints. Here's what adjusters want shops to know about writing and submitting supplements.
The Adjuster's Day
"When you understand the adjuster's constraints, you write supplements that get approved."
Most shops see the adjuster as a gatekeeper whose job is to deny supplements and save the insurance company money. That's partially true, cost management is part of their role. But it's a narrow view that leads to adversarial relationships.
The typical desk adjuster spends the day working a queue of supplements, and yours is one file in it. They have authority limits, anything above their threshold goes to a supervisor. They have compliance requirements. They have documentation standards. They have carrier-specific procedures.
They're not trying to deny your supplement. They're trying to process it within their constraints. When you understand their constraints, you write supplements that get approved.
What Adjusters Need to Approve
Visual evidence, Photos showing the damage clearly. Not cell phone snapshots from across the bay. Close-up, well-lit images with scale reference. Adjusters can't approve damage they can't see.
Specific damage descriptions, "Additional damage found" doesn't tell them anything. "Buckled inner reinforcement at lower tie bar, 15mm displacement measured" tells them exactly what's wrong.
Procedure justification, Why is this labor necessary? What OEM procedure requires this operation? Reference specific procedures, not general assumptions.
Part identification, OEM part numbers. Not generic descriptions. Part numbers eliminate ambiguity and speed up the review.
Relationship to original damage, How does this additional damage relate to the original impact? Adjusters need to verify that the supplement is accident-related, not pre-existing.
Key Insight
Adjusters don't deny supplements because they don't trust shops. They deny supplements because they can't justify the approval to their compliance review without proper documentation.
What Annoys Adjusters Most
Multiple submissions for the same claim, Sending supplements piecemeal instead of comprehensively. One supplement for the fender, another for the reinforcement, another for the inner panel. Combine related damage into one submission.
Calling immediately after submission, "Did you get my supplement?" Give them 24-48 hours. They have 30 other supplements to review.
Combative tone, Starting every conversation assuming denial. This triggers defensive responses. Professional conversations get better outcomes.
Missing information that requires callbacks, If they have to call you back for photos, measurements, or part numbers, your supplement goes to the bottom of the pile. Submit complete packages.
Not understanding their authority limits, Demanding immediate approval on a $3,000 supplement when their authority limit is $2,000. They literally can't approve it without supervisor sign-off. Be patient with the process.
How to Make Their Job Easier
The shops that get the fastest approvals make the adjuster's job easy. Here's how:
Submit complete packages, Everything the adjuster needs in one submission. Photos, descriptions, part numbers, labor justification, procedure references. No back-and-forth needed.
Use consistent formatting, Create a supplement template. Same layout every time. Adjusters who review your supplements regularly learn your format and can process faster.
Be responsive, When the adjuster calls with questions, answer immediately or call back within the hour. Delayed responses delay approvals.
Acknowledge their timeline, "I understand you have a lot to review. When can I expect a decision?" is better than "Why hasn't this been approved yet?"
Build relationships, Learn the adjuster's name. Be consistent in your communication. Professional relationships lubricate the process.
Pro Tip
The single most impactful thing you can do is submit complete supplement packages. Adjusters report that incomplete submissions are the #1 cause of delays and denials.
Getting Started
Pick your highest-volume carrier. Build a supplement submission template specifically for their adjuster team. Include every piece of information they typically ask for. Submit complete packages. Follow up professionally at 48 hours. Track your approval rates. You'll see improvement within the first month.
See how Claimory streamlines supplement workflows for faster approvals
See how Claimory helps collision shops manage claims, track supplements, and improve operations.
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