7 Tactics Insurance Adjusters Use to Short-Pay Your Claims (And How to Fight Back)

Why Adjusters Short-Pay Claims

Insurance adjusters are not your adversaries — but they are measured on claim severity (the average cost per claim they approve). Every dollar they save on your supplement is a dollar that improves their performance metrics. This creates a structural incentive to find reasons to deny or reduce supplement requests, regardless of whether those reasons are legitimate.

Understanding the specific tactics adjusters use — and having a prepared response for each — is the difference between a shop that recovers 60 cents on the dollar and one that recovers 95 cents.

The 7 Most Common Short-Pay Tactics

1. "That's included in the labor time"

This is the most common objection across all three verticals. The adjuster claims that the additional operation you're billing for is already included in the base labor time from the estimating guide. The counter: ask them to show you the specific line in the estimating guide that includes the operation. Most estimating guides explicitly list what is and is not included. If the operation is not listed as included, it is billable.

2. "We don't pay for that in this market"

This is a negotiating tactic, not a policy. There is no "market" exception to OEM repair procedures or building codes. The counter: cite the specific OEM procedure, IRC section, or IICRC standard that requires the operation. Standards are national, not market-specific.

3. "Use aftermarket parts"

Adjusters frequently specify aftermarket or salvage parts to reduce costs. The counter: cite the OEM repair procedure that specifies new OEM parts for structural components, or the policy language that guarantees pre-loss condition. Most policies require restoration to pre-loss condition, which aftermarket parts may not achieve.

4. "We'll pay for repair, not replacement"

Adjusters often approve repair when replacement is required. The counter: cite the OEM procedure that prohibits repair of the specific component, or document the damage severity that makes repair impractical. For roofing, cite the IRC section that requires full replacement when damage exceeds a certain threshold.

5. "That damage is pre-existing"

Adjusters claim that damage existed before the loss event. The counter: document the damage with photos taken during teardown, and note that pre-existing damage is typically visible on the exterior while the supplement items were found during disassembly. Pre-existing damage would have been visible at the time of the original estimate.

6. "We already paid for that"

Adjusters claim the item was included in the original estimate. The counter: pull the original estimate and show specifically that the line item is not present. If it was included at a lower rate, document the actual time required and cite the estimating guide's time allowance for the operation.

7. "Send us more documentation"

This is a delay tactic. The counter: send a complete supplement letter with photos, OEM citations, and a specific deadline for response. Note that the property owner is waiting and that further delays may result in additional costs that will be added to the claim.

Write Your Counter in 90 Seconds

Supplement Tool generates professional supplement letters and denial rebuttals that address each of these tactics with specific citations — in under 90 seconds. Works for auto body, roofing, and restoration claims. Try 3 free letters — no card required.