Explainer The process · 4 min by Krantz & Polak
What exactly does the insurer's expert do?
Understand the role of the loss adjuster who comes to visit, so you know what to expect from that conversation.
After your notification, the insurer often sends a loss adjuster. It helps to know what that role involves — and what it does not.
What the expert does
- Investigates the cause and circumstances of the loss.
- Assesses the extent and amount of the loss.
- Tests the loss against your policy conditions.
- Draws up a loss report for the insurer.
Who does this expert work for?
The expert is knowledgeable and must report objectively, but works on the instructions of the insurer. The final decision on payment always rests with the insurer itself.
What this means for you
It is wise to prepare well for this conversation: have your documentation ready and actively point out damage that is not immediately visible. Your own counter-expert can be present at the inspection and look over matters on your behalf.
Good to know — Experts generally work in accordance with the Code of Conduct for Loss Adjustment Organisations of the Dutch Association of Insurers: a thorough, objective and readable report is part of that.
When is your own expert a wise choice?
Not for every minor claim — but in these situations your own counter-expert almost always achieves a better and fairer outcome:
- The damage is substantial (guideline: from around € 5,000).
- The insurer doubts your account or accuses you of intent, negligence or fraud.
- The cause or circumstances are unclear — often with fire or water damage.
- An exclusion or deduction is invoked that you do not understand.
- There is underinsurance, or discussion about current value and depreciation.
- There is business interruption loss on top of the damage to property or contents.
- Your claim has been (partly) rejected.
- Before you sign — or before the insurer's expert records the damage one-sidedly.
Not sure whether it makes sense in your case? A first check costs nothing.
What you can do next
Three pages with a concrete answer to common follow-up questions.
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What does a counter-expert cost?
Answer in 1 minute, with verbatim quotes from Kifid and the Dutch Consumer Association.
Read about costs -
How do we work?
Our step-by-step approach — from first inspection to final settlement.
See our approach -
Why 100% independent?
Comparison with hybrid agencies + 3 verification questions you can ask.
Our independence
Also relevant
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You are entitled to your own expert (counter-expertise)
The insurer's expert works for the insurer. You may put your own independent specialist opposite them.
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What does a counter-expert do?
A counter-expert represents your interests after a loss, opposite your insurer's expert. A short explanation of the role, the costs and your rights.
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Do not be too quick to sign your agreement
A signature under the loss assessment often closes the door. Why it is better to pause for a moment.
Just had damage?
Call us or report your claim online. We usually respond within 24 hours.