Talking to an Insurance Adjuster: Dos and Don'ts
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- An adjuster works for an insurance company, and their job is to evaluate and resolve claims.
- Stick to facts. Don't guess, speculate about fault or downplay injuries.
- You can take time before giving a recorded statement or accepting an offer.
- Keep notes of every call: date, name, what was said.
- If you think a claim is being handled unfairly, your state insurance department takes complaints.
A day or two after a crash, the phone rings. It's an insurance adjuster, friendly and a little rushed, asking how you're feeling and what happened. That first call matters more than most people expect. A few careless words can end up shaping a claim for weeks.
None of this means adjusters are the enemy. Many are fair and professional. But it helps to remember whose job it is. This guide gives you a practical, calm approach to those conversations. It's general information and not legal advice.
Who adjusters work for
An adjuster is employed by or hired by an insurance company to investigate a claim, assess the damage and decide what the company will pay. If the adjuster is from the other driver's insurer, they represent that company's interests, not yours. If you're talking to your own insurer, you generally have a duty to cooperate under the policy, but you can still be careful and accurate.
Do
- Give simple, accurate facts: date, time, place, vehicles involved.
- Say you're getting medical care and that you don't yet know the full extent of your injuries, if that's true.
- Write things down. Note the adjuster's name, company, claim number, date and what was discussed.
- Ask for the claim number and the adjuster's contact details.
- Ask for time if you need it. "I'll get back to you" is a perfectly good answer.
- Keep copies of everything you send or receive.
Think twice before you
- Guess about fault or speed. "I think I might have looked away for a second" can be quoted back to you.
- Say "I'm fine" or "I'm OK." Pain can show up later. Say you're being evaluated.
- Agree to a recorded statement from the other side's insurer without thinking it through. You're generally not required to give one to the other driver's insurer.
- Sign broad medical authorizations that give access to your entire medical history.
- Accept a quick offer before you know your full costs.
- Post about the crash or your recovery online. Adjusters may look.
Early offers
An insurer may offer a fast payment soon after an accident. It can feel like relief, especially with bills piling up. But accepting usually means signing a release that ends your claim. If your injury turns out to be bigger than you thought, you can't go back. Read more in our guide on how settlements work.
If it doesn't feel fair
Insurance companies are regulated by state insurance departments, and most have a way to submit complaints about claim handling. It's also reasonable to ask for a supervisor, get advice from a licensed attorney, or review your own policy with your agent. The National Association of Insurance Commissioners also publishes consumer guides to auto insurance.
Frequently asked questions
Do I have to give a recorded statement?
Generally not to the other driver's insurer. Your own policy may require cooperation with your insurer, so read it. When unsure, take time before agreeing.
Should I tell the adjuster about my injuries?
Be honest, but avoid minimizing or guessing. Say you are getting medical care and will provide records.
Can I negotiate an offer?
Yes. Offers are often negotiable, and you can respond with documentation.
Where can I complain about claim handling?
Your state insurance department typically accepts complaints about insurers.
Sources and references
- A Consumer's Guide to Auto Insurance, National Association of Insurance Commissioners, hosted by the Tennessee Department of Commerce and Insurance (tennessee.gov)
- Compensatory damages, Legal Information Institute, Cornell Law School (law.cornell.edu)
- Your state's official sources: the state legislature's online statutes, your state court system's self-help pages, and your state insurance department.
This article is educational and is not legal advice. We are not a law firm and do not refer or recommend lawyers. Laws differ by state and change over time. Read our Legal Disclaimer and Editorial Policy.