Navigating the Loss Adjustment Process in European Insurance Claims

European insurance claims rely on independent loss adjusters, follow clear EU and national regulations, offer strong policyholder protections, and provide ombudsman support for disputes—proper preparation and documentation help ensure fair outcomes.

Insurance Business Review | Monday, December 29, 2025

Fremont, CA: When an insurance claim involves significant damage or complex circumstances, European insurers often appoint a Loss Adjuster. For most policyholders, this is the "moment of truth" when the promises in the policy are tested during a crisis. In Europe, the loss adjustment process follows both EU-wide standards, such as Solvency II, and national regulations. This framework ensures a structured and transparent experience.

Understanding the Players: Adjuster vs. Assessor

Before starting the claims process, it is essential to know who will assess the loss. While both roles evaluate damage, their responsibilities and loyalties differ. A loss adjuster is appointed and paid by the insurance company. Although engaged by the insurer, they must act impartially and adhere to professional codes of conduct, such as those of CILA in the UK or similar bodies in Germany and France.

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In contrast, a loss assessor is appointed and paid by the policyholder. Their role is to represent interests, manage the claim, and negotiate with the insurer. Policyholders usually hire a loss assessor for high-value, complex, or disputed claims, or when specialist support is needed to secure a fair settlement.

How Does the Insurance Claim Process Typically Work?

Once a loss is reported, the claims process follows a structured sequence. Timelines may vary based on the complexity of the liquidation proceedings, which is the legal term for claim settlement in European insurance law. After notification, insurers usually open a claim file within seven days and arrange for a loss adjuster to schedule a site inspection. At this stage, policyholders should preserve all damaged items unless they present a health or safety risk, and document the damage clearly with photographs.

During the site inspection, the loss adjuster determines the cause of loss, assessing whether it resulted from a sudden, insured event—such as a storm—or from gradual deterioration, which is typically excluded. They further verify policy compliance, ensuring that all contractual conditions are met, including security requirements in the event of theft. They assess the adequacy of the sums insured. In many European countries, underinsurance can trigger the application of “average,” meaning that if a property is insured for less than its value, the settlement may be reduced proportionally.

After the inspection, the adjuster prepares a detailed report with their findings, estimated repair or replacement costs, and a recommended settlement amount. This report forms the basis of the insurer’s decision. Under European standards, insurers are generally expected to issue a decision or provide a substantive update within 10 to 30 business days after receiving all required documentation. Once approved, settlement is usually paid by bank transfer, minus any agreed excess or deductible. Throughout this process, European policyholders benefit from strong legal protections. Insurers must act transparently and provide written explanations for claim refusals or reduced offers. Policyholders have the right to challenge decisions through internal appeals or independent bodies, such as national insurance ombudsmen, which offer free dispute-resolution services.

To ensure a smooth assessment, prepare a comprehensive claim pack in advance. Include proof of purchase for high-value items, repair estimates from at least two qualified contractors, and any relevant incident reports, such as police or fire brigade documentation. Proper preparation expedites the process and strengthens the position during settlement discussions.

Navigating a significant insurance claim in Europe follows a structured process that balances the insurer's liability with the policyholder’s right to indemnity. Although the insurance company appoints the loss adjuster, professional standards require impartiality. Policyholders should approach the adjustment process collaboratively, preparing documentation and understanding policy obligations. If disputes occur, European ombudsperson services offer a reliable path to a legally and contractually sound resolution.

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