TWIA & TFPA Property Damage Evaluation Guidelines
Special Handling Instructions
If assigned a claim for Theft, Vandalism & Malicious Mischief, or Lightning it is imperative that the Field
Claims Adjuster communicates with the Inside Desk Claims Examiner to receive special instructions. The
Inside Desk Claims Examiner must be contacted prior to inspecting the loss.
Theft and Vandalism & Malicious Mischief
The Field Claims Adjuster should not provide a Personal Property Inventory Form to the insured, as all
contents losses will be assessed by the Inside Desk Claims Examiner. However, upon initial contact prior
to the inspection, the Field Claims Adjuster should ask the insured to compile all supporting
documentation they may have regarding the loss. Supporting documentation that needs to be
photographed can be in the form of receipts, boxes, owner’s manuals, invoices, remote controls, or any
documentation that could prove ownership.
The Field Claims Adjuster is required to photograph every room in the home to document damage or
the lack thereof. For loss by theft, the Field Claims Adjuster should also photograph areas from which
the items were taken (i.e. empty TV stand showing the wires and cables, open china cabinet where silver
was kept, etc.). It is important to use critical thinking when taking these photos. Does the item that is
being claimed fit in this area? Are there any imprints or dust marks showing where the item was? If
there are any inconsistencies, the Inside Desk Adjuster should be contacted as soon as possible to
discuss.
For a loss by vandalism, the Field Claims Adjuster should photograph any damaged personal property
showing as much detail as possible. There should be close up photos of model or serial numbers and any
supporting documentation the insured may have. For damaged electronics or appliances, the Field
Claims Adjuster needs to determine if a certified repair technician should be utilized to
determine/confirm cause of loss and reparability of an item.
The Field Claims Adjuster will need to provide detailed photographs showing the method of entry. If the
door or window has already been replaced, there should be a photo of the repair receipt. Just as any
other claim, elevations, fences, attics, and other structures need to be addressed regardless of damage.
If the insured took photos of the damage prior to the repair, please request copies from the insured, or
photograph them and submit with the estimate.
A police report needs to be ordered by the Field Claims Adjuster within 24 hours of receiving the claim.
The police report should be forwarded to the Inside Desk Claims Examiner upon receipt. Submission of a
completed estimate, however, should not be delayed pending the police report.
A roof inspection is not necessary on a theft or vandalism claim unless it is relevant to the method of
entry or was damaged in some way from the loss. Therefore, an Eagleview report does not need to be
ordered on these claims.
Recorded statements are taken by the Inside Desk Claims Examiners or our Special Investigations Unit,
not the Field Claims Adjuster.
Vacancy
The Field Claims Adjuster should inspect additional elements if the dwelling appears to be vacant. It is
important to note if the electricity is on, and if not, how long it has been off. It is imperative to
photograph every room in the home to allow the Inside Desk Claims Examiner to see what contents are
still in the home (i.e. appliances, cleaning supplies, etc.). If the home is for sale, information on how long