How to Build a Public Adjuster Client Intake Process That Doesn’t Lose Leads

A prospective client may call from a referral, a storm event, a canvassing conversation, or a website form. The source is useful context, but it should not be the only thing written down. Capture the property address, preferred contact method, loss description, date of loss when known, carrier, policy or claim identifiers when available, and the immediate reason the person is reaching out.

Do not fill gaps with assumptions. Mark information as unconfirmed and create a follow-up for the person responsible for the next contact. This gives the office and field team a shared starting point instead of a trail of partial texts, voicemails, and inbox messages.

An intake is not yet an active claim. It is a structured opportunity that needs a next action: a return call, property review, inspection, document request, retainer conversation, or a decision that the firm is not proceeding. Give that action an owner and a due date before the record leaves the intake queue.

When work is confirmed, convert the reviewed intake into the active claim record rather than rebuilding the same information by hand. Keep the original source notes and the first contact history attached so the firm can understand what was known at each step.

Before sending a retainer, review the name, email, property, and the information your firm needs for the agreement. Use the firm’s approved template and connected DocuSign account. A sent agreement should have a visible status and a follow-up owner; sending it is not the end of the workflow.

This guide is about organizing firm workflow. Firms remain responsible for their own intake questions, approved agreements, licensing obligations, and any requirements that apply in the jurisdictions where they work.