By Continental Adjusters
In the wake of Hurricane Ian, Florida homeowners expected relief through their insurance policies. Instead, a 60 Minutes investigation revealed a troubling pattern—whistleblowers alleged that insurance companies systematically altered damage estimates to reduce claim payouts. As public adjusters dedicated to fair claims, we at Continental Adjusters are not surprised. We’ve seen firsthand how insurers deploy tactics that leave policyholders underpaid and vulnerable.
What the Whistleblowers Revealed
According to 60 Minutes, multiple independent adjusters accused insurance companies of revising their original reports to lower settlement amounts or deny claims entirely. These professionals, hired to assess damage objectively, say their estimates were altered without their knowledge—some reductions were as high as 80% of the original claim value.
One whistleblower, a seasoned adjuster, stated:
“I found cases where entire roofs were damaged beyond repair, yet my report was changed to say the roof could be patched. Homeowners were left with pennies on the dollar.”
The Insurance Industry’s Playbook: Delay, Deny, Defend
The tactics revealed in the 60 Minutes report are not new. The “Delay, Deny, Defend” strategy has been widely documented as a corporate approach to suppress payouts, maximize profits, and discourage policyholders from challenging lowball settlements.
This strategy was detailed in the book Delay, Deny, Defend: Why Insurance Companies Don’t Pay Claims and What You Can Do About It by Jay M. Feinman, a professor at Rutgers Law School and an expert on insurance practices. According to Feinman, many insurers use these three core tactics:
- Delay the Process – Making claimants jump through endless hoops, demanding excessive documentation, and repeatedly “losing” paperwork to wear down policyholders.
- Deny Legitimate Claims – Finding loopholes or misinterpreting policy language to justify rejecting valid claims, forcing homeowners to prove their entitlement to coverage.
- Defend Aggressively – If a policyholder fights back, insurers drag cases through prolonged litigation, betting that most people won’t have the time or resources to keep up the fight.
A 2007 CNN investigation uncovered how some of the largest insurers in the U.S. trained adjusters to intentionally reduce payouts, even rewarding employees for underpaying claims. They cited internal documents from major insurance firms outlining tactics to “lowball” settlements and push customers into costly appeals.
🔗 External Reference: CNN Report on Insurance Claim Manipulation – CNN: Insurers Reward Adjusters for Lowballing Claims
A Familiar Pattern After Hurricane Ian
The 60 Minutes investigation confirms what we’ve known for years—insurance companies prioritize profit over policyholders. Instead of serving homeowners in their time of need, they deploy these delay, deny, defend tactics to reduce payouts, shift responsibility, and avoid fulfilling their contractual obligations.
At Continental Adjusters, we’ve seen insurers:
- Claim pre-existing damage that wasn’t noted in initial inspections.
- Reduce or remove legitimate repair costs without explanation.
- Blame homeowners for “maintenance issues” to reject roof and flood claims.
- Delay payments for months (or years) hoping policyholders will accept less out of desperation.
What Homeowners Can Do
If you’re dealing with a Hurricane Ian claim—or any insurance dispute—here’s what you need to know:
✅ Request Your Original Adjuster’s Report – If there’s a discrepancy between the field adjuster’s estimate and your final payout, demand an explanation.
✅ Document Everything – Take photos, keep receipts, and maintain records of all communication with your insurer.
✅ Seek a Second Opinion – Insurers often rely on their own hired adjusters. A public adjuster like Continental Adjusters works for YOU—not the insurance company.
✅ Know Your Rights – Florida law provides protections for policyholders. If you believe your claim was unfairly handled, legal options may be available.
The Fight for Fairness Continues
The whistleblowers who spoke to 60 Minutes confirmed what we’ve known for years—insurance companies put profits over policyholders. But homeowners don’t have to accept it.
At Continental Adjusters, we specialize in fighting for fair, full, and prompt settlements. If you believe your claim was unfairly handled, contact us today. You deserve an advocate who won’t back down.
🔗 Continental Adjusters – Fighting for Policyholders, Not Insurers