What Do Loss Adjusters Do?
A practical overview of duties, skills, roles and Australian qualifications.
Loss adjusters investigate insurance claims arising from events such as fires, motor vehicle accidents,
burglaries, major property damage, flood or catastrophic incidents. They determine the extent of loss
covered by the policy and recommend payment based on coverage, then negotiate settlement.
Core Responsibilities
- Ensure entitlements: help those who’ve suffered a loss receive all benefits and assistance due.
- Investigate disputed claims: examine causation where required (e.g. fire origin, aircraft incidents).
- Manage claims end-to-end: investigate, negotiate and settle efficiently and compliantly.
- Engage stakeholders: interview witnesses, take statements, liaise with police, fire and emergency services, agencies and specialists.
- Report professionally: produce written/email/online reports, present findings, propose solutions and negotiate outcomes.
- Evaluate losses: inspect damage, estimate costs/values, review documents, set guidelines and quantify settlement amounts.
- Participate in resolution: mediation, settlement meetings/conferences, pre-trials, court proceedings and other ADR as required.
Where Loss Adjusters Work
Adjusters are engaged by insurers, government bodies or independent adjusting firms, and sometimes by insured parties
seeking a good-faith review. Adjusters may brief licensed private investigators, accident reconstructionists and other experts.
In Australia, the relevant qualification is the nationally recognised FNS51415 – Diploma of Loss Adjusting.
Typical Roles in the Field
Personal injury (workers’ compensation, motor vehicle accident), claims representative, accident benefits claims adjuster,
field claims representative, business interruption, claims examiner, marine insurance coordinator, catastrophe adjuster,
claims assistant, physical damage claims representative, claims specialist, online adjuster, road adjuster, property or
liability adjuster, technical service representative and call-centre agent.
Why Skilled Adjusters Matter
While statistical “processing” helps with minor, predictable claims, complex or high-value matters require genuine
adjusting — fact-based evaluation tailored to each unique situation.
Insurers seek cost certainty, but pigeon-holing complex claims erodes fairness. If something is worth insuring,
there’s a strong expectation of equitable loss calculation. At the Australian Security Academy you can train to
become a qualified Loss Adjuster.