Hi Jane,
The short answer: No. You do not have to keep finding contractors to meet an adjuster’s preferred format, and insurers cannot impose unreasonable documentation demands.
Under California’s Fair Claims Settlement Practices Regulations (Title 10, §2695), insurers must conduct a reasonable investigation and cannot delay or hinder payment by requiring unnecessary or burdensome documentation. There is no rule requiring highly itemized breakdowns if that is not standard for the trade.
https://www.insurance.ca.gov/01-consumers/130-laws-regs-hearings/05-CCR/fair-claims-regs.cfm
It’s reasonable for the adjuster to understand scope and general costs. It is not reasonable to reject multiple legitimate estimates solely due to formatting, especially where flat-rate pricing is industry standard.
UP guidance: You have the right to use qualified professionals of your choosing, and insurers must work with real-world estimates, not require non-standard formats. While this article is auto-focused, the principle applies more broadly:
https://uphelp.org/your-car-your-choice/
What to do:
Ask the adjuster to cite the policy language or regulation requiring that level of detail
Confirm in writing the estimates are being rejected only due to formatting
Document that further breakdowns are not standard practice
Request a supervisor review if needed
If delays continue, consider filing a complaint with the California Department of Insurance.
Bottom line: Reasonable documentation is required—but not contractor-by-contractor reformatting to satisfy an adjuster’s preferences.
Good luck, UP Staff
