After an accident, it is common for an insurance adjuster to contact you within a few days. They may sound friendly and “just wanting to help,” but they work for the insurance company, and their goal is often to minimize what the company pays. How you handle that first call can have a big impact on your claim.
Stay calm and get basic information
When the adjuster calls, you do not have to answer every question on the spot. Treat it like a business call, not a casual conversation.
- Ask for their full name, title, phone number, email, the name of the insurance company, and the claim number.
- Confirm which claim they are calling about (date of accident, parties involved, claim number if you have one).
- Keep your answers brief and factual: confirm your name, contact details, and the basic fact that an accident occurred.
You can always say: “I’m still processing everything and speaking with a lawyer. I’m happy to confirm my contact information, but I’m not comfortable giving a detailed statement right now.”
Do NOT give a recorded statement (yet)
One of the first things an adjuster may ask is, “Do you mind if I record this?” That recording is not for your benefit. It is often used later to:
- Highlight small inconsistencies between your early statement and later testimony.
- Lock you into guesses about your injuries before you know how serious they are.
- Use your own words to argue that you were not badly hurt or were partly at fault.
You are usually not required to give a recorded statement to the other driver’s insurance company, and you are allowed to say no. A simple response is: “I’m not comfortable being recorded. I’d like to speak with an attorney before giving any statement.”
Avoid discussing fault or details about injuries
Many people, trying to be polite, say things that later hurt their case. Even casual phrases like “I’m okay,” “I didn’t see them,” or “I might have been going a little fast” can be twisted.
- Do not apologize or accept blame, even partially (“I should have been more careful”).
- Do not speculate about speed, distance, or who had the light if you are not sure.
- Do not give detailed descriptions of your injuries in the first days; injuries often evolve, and you may discover new symptoms after seeing a doctor.
You can say: “I’m still being evaluated by my doctors, and I don’t know the full extent of my injuries yet. I’ll provide more information after I’ve spoken with my medical providers and my attorney.”
Never sign anything or accept a quick settlement right away
Adjusters sometimes offer a fast settlement or send medical releases early in the process. That is usually to protect the insurer, not you.
- Medical releases can give the insurer access to years of your medical history, which they may use to blame your current problems on “prior conditions.”
- Quick settlement offers are often far below the real value of your case, made before anyone knows the full medical picture or future treatment needs.
- Once you sign a release and accept a settlement, you typically cannot go back for more money if your condition worsens.
A safe response is: “I will not sign anything or discuss settlement until I have had a chance to review it with my lawyer.”
Keep your own notes and documents
Treat your claim like a file you may need to explain months or years later.
- Write down the date and time of each call, the name of the adjuster, and a brief summary of what was said.
- Save all letters, emails, and texts from the insurance company.
- Keep track of medical appointments, diagnoses, medications, missed work, and out-of-pocket expenses.
These records help your attorney evaluate your case and protect you if the insurer later claims you “never told” them something.
Direct the adjuster to your lawyer
If you are represented, you do not need to negotiate or argue with the adjuster yourself. In fact, once you have a lawyer, you should avoid substantive conversations with the insurer altogether.
You can say:
“My attorney is handling this matter. Please direct all questions and requests to them,” and then provide your lawyer’s contact information.
From that point forward, your lawyer can:
- Control what information is shared and when.
- Make sure statements are accurate and complete, not rushed or one-sided.
- Evaluate settlement offers based on medical evidence, lost wages, and future needs.
When in doubt, pause the conversation
You never have to answer complicated questions immediately. If you feel pressured, confused, or emotional, it is perfectly acceptable to end the call politely:
- “I’m not prepared to discuss that right now.”
- “I’d like to think about your questions and get back to you.”
- “I’m going to consult with a lawyer before answering further.”
Taking a pause protects you from saying something that can be used against you later.
Handled correctly, that first call from an insurance adjuster is just a formality. Handled badly, it can become a piece of evidence that undermines your claim. The safest approach is to be polite, give only basic information, refuse recorded statements and quick settlements, and involve an experienced personal injury attorney as early as possible so your rights, and your recovery, are fully protected.
For most people, dealing with insurance adjusters after an accident is unfamiliar and stressful. Urban Thier & Federer, P.A. helps level the playing field by handling communications with insurers, protecting clients from harmful statements, and building the medical and legal evidence needed to properly value a claim. Instead of worrying about what to say, or what not to say, to an adjuster, injured clients can focus on healing while our team negotiates with the insurance company and, when necessary, pursues litigation to seek full and fair compensation.