How to talk to my claims adjuster?
Talking to an insurance claims adjuster after a crash or injury can feel like stepping into a maze. Adjusters are trained to be friendly—but their job is to save the insurer money. Your job is to protect your health, your claim, and your future. Here’s a clear, no-nonsense guide to help you do that.
Your first contact: set the rules
Goal: keep it brief, accurate, and on your terms.
Identify the basics only. Confirm your name, the date and general location of the incident, the claim number, and how to reach you.
Decline a recorded statement (for now). A recorded statement can be used to downplay injuries or create contradictions. It’s okay to say: “I’m still getting medical care and organizing documents. I’m not comfortable with a recorded statement at this time.”
Confirm everything in writing. Ask the adjuster to follow up by email. Written communication reduces misunderstandings.
Script you can use:
“Thanks for calling. I’ll provide basic information and medical bills when I have them. I’m not giving a recorded statement or signing broad releases. Please email any requests so I can respond in writing.”
What to answer—and what to avoid
Answer (safe topics):
Your identity and contact info
Date, time, and general location of the incident
The vehicles or parties involved
That you’re getting medical care (no diagnoses or opinions)
Avoid (trap topics):
How you feel “today” (“I’m fine” gets quoted later)
Speculation about speed, distances, or fault
Pre-existing conditions beyond what’s truly relevant
Detailed timelines before you review your notes
Social posts or off-the-record chats (“just between us” is never just between you)
If pressured, repeat: “I’ll respond in writing once I’ve reviewed my records.”
Gather evidence early and keep it organized
Medical proof (the heart of your claim):
ER/urgent care records, follow-up notes, specialist reports
Diagnostic images and radiology reads (X-ray/MRI/CT)
Physical therapy/chiro notes with objective measurements
Medication lists and treatment plans
A pain and activity journal (short daily entries: pain levels, sleep problems, work limits)
Liability and scene evidence:
Photos/video of vehicles, hazards, skid marks, debris, lighting, weather
Police crash report or incident report (get the final version)
Witness names, phone numbers, and short written statements
Property damage estimates and repair invoices
Event Data Recorder/telemetrics (if available), dash-cam footage, 911 audio
Economic loss:
Pay stubs, W-2/1099, employer letter on missed time and duties
Out-of-pocket costs: co-pays, mileage to appointments, medical supplies
Childcare/household help you wouldn’t otherwise need
Build an evidence folder with sub-folders (Medical, Photos, Reports, Wage Loss, Receipts). Name files with dates: “2025-04-22 PT note.”
Releases, authorizations, and your privacy
Adjusters often send a blanket HIPAA authorization that lets them fish through your entire medical history. That’s risky.
Use a narrow, time-limited release (e.g., “only records from [date of injury] to [six months after] for body parts injured in this incident”).
You can collect the records yourself and send them—clean and organized—so nothing irrelevant or sensitive leaks into the claim.
Never sign a release for employment or tax records unless wage loss is at issue and the request is tailored to what’s necessary.
Mini-template to send:
“Please send a narrowly tailored medical release limited to records relating to injuries from the [date] incident. I will also obtain and provide certified records myself. I do not consent to broad releases.”
The adjuster’s playbook (and how to respond)
1) “We need your recorded statement to evaluate your claim.”
Truth: They can evaluate from documents.
Response: “I’ll provide a written summary and medical records. If a statement becomes necessary, we can discuss terms later.”
2) “You had prior neck/back issues, right?”
Truth: They’re probing for pre-existing conditions.
Response: “I’ll provide relevant medical records for the injuries caused or aggravated by this incident.”
3) “This is a soft-tissue case—worth $X in our experience.”
Truth: Early lowball.
Response: “I’m still treating. I’ll discuss value once we have complete medical documentation.”
4) “Sign this quick release and we’ll cut a check now.”
Truth: Quick money closes your claim before you know the full picture.
Response: “I won’t sign any release until treatment stabilizes and all bills and future care are understood.”
5) Delay tactics (long gaps, “lost” documents).
Response: Keep a communication log (date, who, what was sent). Re-send with “Read Receipt” and ask for written confirmation.
Timing your demand: don’t settle too soon
Do not send a settlement demand until you reach maximum medical improvement (MMI) or your provider explains future care and costs. Settling early risks:
Underestimating future treatment or surgery
Missing wage-loss projections or retraining needs
Ignoring long-term effects (PTSD, chronic pain, limitations)
When ready, your demand package should include:
A concise cover letter (liability summary, injuries, bills, wage loss, future care, and a specific settlement figure)
Key exhibits (photos, reports, bills/records, wage proof)
A damages chart (bills by provider, totals, expected future costs)
What persuades adjusters (and what doesn’t)
Persuasive:
Objective findings (imaging, nerve tests, range-of-motion deficits)
Consistent treatment with reasonable gaps
Clear causation letters from treating providers
Before/after evidence (photos, employer statements about job limits)
Clean, tabbed exhibits and totals that add up
Not persuasive (or risky):
Social posts that look like heavy activity while “injured”
Long gaps in care with no explanation
Angry, threat-filled emails (they get saved, not feared)
Guessing at speeds or fault in statements
“Cash demands” without documentation
Watch the deadlines
Every state has a statute of limitations. Insurers don’t have to warn you when time is about to run out. Calendar the deadline from day one. If settlement drags, you may need to file suit to protect your rights.
Special situations: recorded statements and IMEs
Recorded statements: If you choose to give one, prepare. Review your notes, keep answers short, don’t guess, and ask for a copy.
Independent Medical Exam (IME): It’s the insurer’s doctor, not yours. Bring a friend as a quiet observer if allowed, note start/stop times, and give concise medical history. Afterward, write a short memo to file about what was asked and what you said.
Common mistakes to avoid
Talking about the case on social media (even in private groups)
Signing blanket authorizations
Giving “off-the-cuff” pain ratings or saying “I’m fine”
Settling before MMI or before knowing future care needs
Ignoring mental health impacts (anxiety, sleep issues—document them)
Losing receipts and mileage logs
Missing the statute of limitations
A calm, step-by-step plan
Get care first; follow doctor’s orders.
Start an evidence folder and a pain/activity journal.
Keep communications with the adjuster short and in writing.
Decline recorded statements and broad releases.
Track bills, records, wage loss, and mileage.
Wait for MMI (or provider’s future-care opinion) before demanding.
Send a clean demand package with a clear number and deadline.
If talks stall—or the offer is unfair—hire an attorney to negotiate or file suit.
Final thoughts
You don’t have to fight the adjuster’s playbook alone. With clear boundaries, solid documentation, and steady communication, you can keep control of your claim and avoid the most common traps. And if the stakes are high or you’re feeling overwhelmed, hiring an attorney can shift the work—and the leverage—so you can focus on healing.
And if you could use any support during this process, please let us know and we will connect you with an attorney who would love to help!