Expertly managing large property loss claims: asking the right questions

In the first installment of our series on managing large property loss claims, we explored the foundational elements of expert coordination and strategic oversight. Now, we turn our attention to one of the most critical and often underestimated components of successful claims management: asking the right questions.

When a large property loss occurs, the initial response can be overwhelming. There is damage to assess, stakeholders to engage and decisions to make under pressure. But before jumping into action, it is essential to pause and ask the right questions. Doing so can save time, reduce costs and prevent missteps that complicate recovery.

Why questions matter

Every large-loss claim is unique. From hurricanes and floods to fires and explosions, the variables are endless. Asking targeted questions early in the process helps frame the project, define priorities and uncover hidden risks. It also sets the tone for collaboration and ensures that all parties — including adjusters, engineers, environmental consultants, legal teams and the insured — are aligned from the start.

What to ask and who to ask

The questions you ask should be tailored to the type of loss, the property involved and the stakeholders on the ground. Here are some key categories and examples:

1. Project-specific concerns

• What special considerations apply to this site or facility?
• Are there environmental sensitivities, regulatory constraints or operational dependencies?
• What are the immediate safety concerns?

These questions are best directed to the insured, site managers and environmental experts. Their insights help shape the initial response and guide expert assignments.

2. Scope and cost management

• What restoration cost categories are relevant, and how are they billed?
• What is the conceptual scope of work for repairs?
• Are there building code upgrades required?

These questions should be posed to building consultants, structural engineers and cost estimators. Understanding scope early helps avoid disputes and ensures that cost projections are realistic and defensible.

3. Expert engagement

• What experts are needed, and when should they be brought in?
• Are certifications required for environmental or structural assessments?
• Is litigation anticipated, and how should expert documentation be handled?

Claims professionals should work closely with internal teams and external vendors to determine the right mix of expertise. Early engagement, especially for environmental hygiene, structural safety and equipment preservation, is key to minimizing business interruption and preserving evidence.

4. Communication and documentation

• What are the insured’s concerns, and how are they being addressed?
• What deliverables are expected from each team member?
• How will meetings and decisions be memorialized?

Clear communication protocols should be established with all stakeholders. Adjusters and project leads should ensure that discussions are documented, deadlines are tracked and any changes in conditions are recorded.

Lessons from the field

Insights from Sedgwick’s presentation at the recent PLRB Claims Conference reinforced the importance of asking the right questions. In one case study involving a school fire, early questions about environmental hazards, structural integrity and code compliance helped guide a coordinated response that minimized delays and ensured safety.

The presentation also emphasized the value of process-driven communication. By framing the project from the beginning and following up with structured documentation, teams were able to maintain momentum and avoid costly misunderstandings.

Building a defensible file

Ultimately, asking the right questions is about building a defensible file. It is about proving the scope, validating the approach and demonstrating that every decision was made with care and expertise. In large-loss claims, where the stakes are high and scrutiny is intense, this level of diligence is not optional. It is essential.

Looking ahead

In our next installment, we’ll take a closer look at how to form the right team for large property loss claims. From selecting the right experts to defining roles and responsibilities, we will explore how thoughtful team composition can drive better outcomes and ensure every angle of the claim is covered.