Where’s My Adjuster? Why Your Houston Insurance Claim Is Taking So Long

Texas claim deadlines, in general terms

These come from Texas Insurance Code Chapter 542 and the Texas Department of Insurance (TDI):

Within 15 days after the insurer receives notice of your claim, it must acknowledge the claim, begin its investigation and request the information it needs. (Surplus lines insurers have 30 business days.)

Within 15 business days after it receives everything it asked for, it must tell you in writing whether it accepts or rejects the claim. If it needs more time, it must tell you why, and then decide within 45 days.

Within 5 business days after telling you it will pay all or part of the claim, it must pay.

After a weather-related catastrophe or major natural disaster, as defined by the Texas insurance commissioner, these deadlines are extended by an additional 15 days.

Note that some clocks start only once the insurer has the documents it requested, so the timeline depends on your claim. This is general information, not legal advice. Sources: Texas Insurance Code Chapter 542, TDI Homeowners Bill of Rights and TDI: How do I file a homeowners insurance claim?

Why adjusters fall behind

After a hurricane, hail or a freeze, thousands of claims can come in at once. Adjusters, including ones brought in from out of state, may be assigned far more files than usual and have limited time at each house. That is a workload problem, not a sign anyone is being careless, but it does mean items can be missed and follow-ups can take a while.

What you can do while you wait

Document the damage. Take photos and video of every affected room before anything is moved or removed.

Prevent further damage. Your policy generally expects reasonable steps such as tarping, stopping the water and drying. Keep every receipt.

Keep a log. Write down each call and email: date, who you spoke with and what was said.

Ask in writing. Email the carrier for your claim number, the assigned adjuster and the current status, so you have a record.

Know the TDI option. If you think the insurer is not following the rules, you can file a complaint with TDI or call the Consumer Help Line at 800-252-3439.

Have a full scope ready. An independent, itemized estimate gives you a complete list of rooms, materials and quantities to share when the adjuster comes, so less depends on one short visit.

Where Chairman Estimating fits

Benny Mancillas is an independent Xactimate estimator in Houston. He does the on-site walkthrough, documents the damage with photos and a Matterport scan, and writes a line-item estimate you can share with your insurer. He is not a public adjuster, does not negotiate with insurance companies and cannot speed up a claim or promise what it will pay. If you already have an adjuster’s estimate, you can upload it for a free review.

Frequently asked questions

How long does an insurance company have to respond to my claim in Texas?

In general, 15 days to acknowledge the claim and start investigating, 15 business days to accept or reject after it has all requested information (up to 45 days if it explains the delay), and 5 business days to pay once it agrees to pay. Deadlines are extended 15 days after a weather-related catastrophe.

Why hasn’t my adjuster called me back?

After storms, adjusters often carry very heavy caseloads. Ask the carrier in writing for your claim number, the assigned adjuster and a status update, and keep a log of every contact.

Can I start repairs before the adjuster comes?

You should take reasonable steps to prevent further damage and keep receipts. Before permanent repairs, document everything and check with your insurer.

Can you get my claim moving faster?

No. I’m an independent estimator, not a public adjuster. I can write an itemized estimate so you have a full scope ready to share, but I don’t negotiate the claim. I can meet your adjuster on site as an add-on to go over the estimate, which may help the scope get reviewed in one visit, but I can’t control the carrier’s timing.