Why loss adjusters matter more than you think

In the often complex world of insurance claims, especially for landlords, there is one professional who often stands at the centre of it all: the loss adjuster. So, what exactly does a loss adjuster do and why are they such a critical part of the claims process?

This month, EBM RentCover decided to delve into the world of loss adjusting by speaking with Steve Manning (pictured right), an experienced loss adjuster whose career has spanned everything from everyday property claims to major catastrophe events. 

In this article, Steve shares insights into what loss adjusters really do, the value they bring to landlords, and why their role is about so much more than just assessing damage. 

“The loss adjuster is the translator between the insurer and the insured,” says Steve Manning, who grew up in the industry and now works as the Chief Executive Officer of the family-founded LMI Group. “Our role is to assess the claim, validate it, prepare it, and present it. Then make recommendations. It is up to the insurer whether they proceed based on our advice.” 

Loss adjusters typically step in after a claim is lodged, acting as the independent eyes and ears on the ground. For landlords, especially those dealing with complex or high-value property damage, their role is essential. 

“Think of it as almost a project manager who understands how the policy responds, what cover is available, and what specialists are needed,” Steve says. “Repairing a fire-damaged property is very complex. Smoke can get into places you would never expect, and under the policy, landlords are typically entitled to have that fixed and removed.” 

Loss adjusters do not just validate claims, they help manage every part of the repair process. They ensure the right experts are involved, from engineers to builders to hydrologists, and that nothing is missed or exaggerated. 

“Sometimes the scopes builders prepare are short and open to interpretation. We make sure they are clear and complete, not missing anything and ensuring the policyholder gets exactly what they are entitled to,” Steve says. 

The importance of that guidance becomes even more apparent during catastrophe responses (bushfires, floods, hailstorms) where the scale can be overwhelming. 

“In catastrophe situations, the volume goes through the roof,” says Steve, who led LMI Group’s initial response during the 2009 Victorian Bushfires and Melbourne Hailstorms. “It’s not uncommon for some adjusters to be handed 200 or 300 claims. In that environment, some policies, especially lower-value ones, often get pushed to the bottom of the pile or handed to junior staff. At LMI Group, we deliberately limit the number of claims we take on. It allows us to give every landlord the time and attention their claim deserves and deliver a much higher-quality outcome.” 

“At the end of the day, we are not there to rip anyone off,” says Steve. “When it comes to landlord insurance, we are there to get the tenant back in as soon as possible, and to make sure the landlord gets what they are entitled to. When we all work together, the outcome is better for everyone.” 

Steve Manning was, in his own words, “born into insurance.” Guided by his father, he got his start in the industry at just 13, taking claim photos, developing film, and working in the mailroom. 

His father founded the business that would become LMI Group after growing frustrated with industry practices that discouraged loss adjusters from informing clients about all their entitlements. 

“He believed in advocating for the insured and doing the right thing,” says Steve. Steve adds that that principle continues to shape LMI Group’s approach to claims today. These shared values are what underpin the strong relationship between LMI Group and EBM RentCover, working together to deliver fair and transparent outcomes for landlords when it matters most. 

If you have any questions about landlord insurance, the claims process, or the role of loss adjusters, the EBM RentCover team can help – 1800 661 662.