How to Deal with Insurance Adjusters
Insurance adjusters are trained to move fast, gather statements, and shape the claim file early. Keep the conversation factual, documented, and narrow until your injuries and damages are clearer.
If an adjuster asks for a recorded statement, broad medical authorization, or immediate settlement, slow the call down and document the request before responding.
Common Insurance Claim Requests
Know what to watch out for and how to respond.
Early Offer or Release
An offer may arrive while treatment, repair supplements, wage records, liens, or coverage questions remain open.
Your Defense: Compare the written offer and release with the complete claim file. Ask what the payment resolves before deciding.
Recorded Statement Request
A carrier may ask to record your account of the event, injuries, treatment, or prior history.
Your Defense: Ask who is requesting it, whether a policy cooperation term applies, what topics will be covered, and whether a written response is acceptable.
Medical Authorization Request
An authorization may permit collection of medical records beyond the treatment you expect to discuss.
Your Defense: Read the provider, date, subject, and duration limits. Ask why each category is needed before signing.
Injury and Treatment Questions
The adjuster may ask about diagnoses, prior conditions, current symptoms, appointments, and future care.
Your Defense: Answer only what you accurately know. Use medical records and treating-clinician guidance instead of guessing.
Additional Document Request
The carrier may request reports, estimates, bills, wage proof, photographs, or other supporting records.
Your Defense: Ask for the request in writing, record what you send, keep proof of delivery, and ask what issue the document addresses.
Fault or Coverage Questions
Questions may address traffic movements, witnesses, policy status, vehicle use, household members, or other coverage facts.
Your Defense: State known facts accurately, identify uncertainty, preserve reports and photos, and request the basis for any disputed position in writing.
What to Share and What to Pause On
Safe to share
Keep it factual and narrow
- Your name, address, and contact information
- Your attorney's contact information (if you have one)
- General facts: date, time, and location of accident
- Names of others involved (but not detailed statements)
- "I'm still under medical treatment" (if true)
- "I'll need to review that with my attorney"
Avoid saying
Do not fill gaps for the adjuster
- HoldDo not guess about facts, distances, speeds, diagnoses, or future medical needs
- HoldDo not describe an uncertain memory as certain
- HoldDo not agree to a final injury description while symptoms or evaluation remain incomplete
- HoldDo not name an acceptable dollar amount without reviewing the supporting records and release
- HoldDo not sign a broad medical authorization before reading its scope
- HoldDo not assume the same statement duties apply to your insurer and another party's insurer
- HoldDo not sign a release until you understand which claims and parties it covers
Practical Claim Record Steps
Document Everything
Keep a log of every call: date, time, adjuster name, and what was discussed. Follow up phone calls with written confirmation.
Communicate in Writing
Email and letters create a paper trail. If you must talk by phone, take detailed notes immediately after.
Check Deadlines and Release Terms
California deadlines vary by claim type, defendant, and exceptions. Some government and other claims can require earlier action. Check the rule that applies before waiting or signing a release.
Know When to Get Help
Consider individualized review when coverage or fault is disputed, treatment is ongoing, a deadline is uncertain, or an offer or release is difficult to evaluate.
Frequently Asked Questions
Do I have to talk to the other driver's insurance company?
Obligations depend on who is asking, the policy, and the circumstances. Duties owed to your own insurer may differ from requests made by another party's carrier. Ask the purpose of the request and consider individualized guidance if you are unsure.
Should I give a recorded statement?
Do not assume one answer fits every claim. Ask whether a policy term requires cooperation, who will receive the recording, what topics will be covered, and whether a written response is possible. Consider legal review when fault, coverage, or injuries are disputed.
What if the adjuster seems very nice and helpful?
Professional tone does not change the need for accurate records. Be courteous, take notes, ask for important requests or decisions in writing, and avoid filling gaps with guesses.
Can I negotiate with the insurance adjuster myself?
You may handle some communications yourself. Consider the complexity of coverage, fault, medical evidence, future care, liens, wage loss, deadlines, fee terms, and release language. There is no universal result from handling a claim alone or using counsel.
What if they request access to my medical records?
Read the authorization before signing. Check which providers, dates, subjects, recipients, and expiration terms it covers, and ask why each category is requested. Your own policy duties and the relevance of prior records may require individualized review.
Insurance Calls Getting Stressful?
Hurt Advice intake can help organize adjuster communications, claim documents, and injury details for possible independent attorney review. Free intake review. Attorney fee terms vary.
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