Insurance adjusters are not the bad guys (or girls). I’d like to take this opportunity to make the point that insurance adjusters have jobs to do just like you and me. There are several critical steps in an insurance claim and the adjuster plays a key role in each one.
[An] adjuster… was “repeatedly and severely criticized for using discretion and judgment in evaluating and adjusting claims.” – Jay Feinman Delay Deny Defend 2010
This video should explain things better: