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Why Are Virtual Walkthroughs Used in Remote Insurance Adjusting?

Last updated October 23, 2026

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The short answer

Understanding the Virtual Walkthrough Process

A virtual walkthrough is a guided video tour of your damaged property, conducted over a video call with your insurance adjuster. You use your smartphone or tablet to show the areas affected by water, showing the extent and details of the damage. This allows the adjuster to see the situation in real time and ask you questions about what happened. It is a tool for initial documentation, not a final assessment of repair needs.

Primary Benefits for the Claim Process

The primary benefit is a faster start to the claims process. Scheduling a virtual inspection can often happen much sooner than waiting for an adjuster's travel schedule, helping move your claim forward more quickly in its early stages. It creates a visual record that both you and the insurer can reference, which can help prevent initial misunderstandings about the damage's severity and location. This efficiency is particularly useful after widespread weather events when adjusters are handling many claims across a region.

How This Complements Professional Restoration

A virtual adjuster's walkthrough is not a technical inspection for restoration work. Its purpose is for the insurance claim, not to create a repair plan. Local water damage pros perform a separate, detailed inspection to find all moisture and plan the drying process. The insurance documentation and the restoration scope are related but different. Pros need precise measurements and moisture readings that a video call cannot provide.

What to Show During Your Video Session

Being prepared makes the video session more effective for documentation. Ensure you have good lighting and a fully charged device before the call begins. Move slowly through the space and narrate what you are showing, clearly stating when the damage occurred. If you have already moved items or started any cleanup, explain that to the adjuster so they understand the scene. The goal is to provide a clear, comprehensive, and honest view of the situation to accurately establish the initial claim details and scope.

  • Start with the source of the water, if known and safe to access.
  • Pan slowly across all affected rooms, showing walls, floors, and ceilings.
  • Get close-up shots of damaged materials like bulging drywall or buckled flooring.
  • Open cabinets and closets to show water intrusion in enclosed spaces.
  • Point out personal belongings or furniture that are water-logged.
  • Note any pre-existing damage separately to avoid confusion on the claim.

Limitations and Important Next Steps

A virtual inspection has clear and important limitations. Hidden damage behind walls, under flooring, or within ceilings will not be visible on camera. The adjuster cannot measure moisture levels, assess structural safety, or identify all affected materials remotely. Policies vary, and your insurer decides what is covered. Following the walkthrough, you must still arrange for a professional water damage inspection to guide the restoration. This detailed, in-person assessment by local water damage pros is essential for finding all moisture, planning proper drying, and preventing secondary damage like mold growth.

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Frequently asked questions

Is a virtual walkthrough mandatory for my claim?

No, it is not always mandatory. Many insurers offer it as an option to speed up the initial review. You can request an in-person adjuster visit if you prefer. The choice may depend on your insurer's procedures and the severity of the damage you have experienced.

Can a virtual inspection replace a moisture meter reading?

Absolutely not. A video call cannot detect hidden moisture or measure humidity levels inside materials. Only a professional using specialized tools can do that. Relying solely on a virtual walkthrough for drying guidance can lead to incomplete restoration and mold growth later.

What if I am not comfortable with the technology?

Inform your insurance company. They should offer an alternative, such as submitting detailed photos and a description via their online portal or scheduling an in-person visit. The goal is to document the damage, and there is usually more than one way to provide that documentation.

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