What To Say And Not Say When Talking To Insurance Adjusters

The insurance adjuster sounds friendly and concerned about your wellbeing. They express sympathy for your accident and say they just need a quick statement to process your claim. Everything about the conversation feels helpful and cooperative. That’s exactly what they want you to think.

Our friends at The Law Office of Elliott Kanter APC discuss how adjusters are trained to extract information that minimizes what insurance companies pay. As a truck accident lawyer will tell you, seemingly innocent conversations often provide the ammunition adjusters need to deny or devalue legitimate claims.

Remember Who The Adjuster Really Works For

Insurance adjusters don’t work for you, even when they’re handling your claim. They work for the insurance company, and their job is to pay as little as possible while appearing fair and reasonable. Every question they ask serves that goal.

The friendly demeanor isn’t personal. It’s a professional technique designed to make you comfortable enough to overshare. The more you talk, the more likely you are to say something that hurts your claim.

What You Should Always Provide

You can’t refuse to communicate with insurance companies entirely. Certain basic information is necessary and appropriate to share during initial contact:

• Your full name, address, and contact information
• The date, time, and location of the accident
• The names of other people involved in the collision
• Basic vehicle information like make, model, and license plate
• The name of your insurance company and policy number

Stick to these facts. Resist the urge to elaborate or explain beyond what’s directly asked. Short, factual answers protect you better than detailed narratives.

The Recorded Statement Trap

Adjusters often request recorded statements within days of an accident. They frame this as a standard part of the claims process. While it may be standard for them, it’s rarely in your best interest.

Recorded statements lock you into specific details at a time when you don’t yet know the full extent of your injuries. Soft tissue damage, concussions, and internal injuries often don’t manifest symptoms immediately. If you say you feel fine on day three and then develop severe pain on day seven, the adjuster will use your recorded statement to claim you’re exaggerating new symptoms.

You have no obligation to provide a recorded statement to the other driver’s insurance company. Many policies require you to cooperate with your own insurer, but even then you can request time to speak with an attorney first.

Never Admit Fault Or Apologize

The word “sorry” is dangerous. Even if you’re just being polite, saying “I’m sorry this happened” can be twisted into an admission of fault. Canadians and Midwesterners, we’re talking to you specifically. Your culturally ingrained politeness works against you in insurance conversations.

Similarly, never speculate about what you could have done differently or acknowledge any mistakes. Don’t say things like “I should have seen them sooner” or “I was probably distracted by the radio.” These statements get quoted in denial letters and used against you in court.

Avoid Discussing Your Injuries In Detail

When adjusters ask how you’re feeling, the safest answer is “I’m still being evaluated by my doctor.” This is almost always true immediately after an accident and doesn’t commit you to any specific injury description.

Don’t minimize your injuries by saying you’re fine or mostly okay. Don’t exaggerate them by dramatically describing symptoms. Both approaches create problems. Minimizing gives adjusters ammunition to argue you weren’t really hurt. Exaggerating creates credibility issues when medical records don’t match your descriptions.

Don’t Guess At Answers You Don’t Know

If an adjuster asks about details you’re unsure of, say you don’t know or don’t remember. Guessing at speeds, distances, or timing often leads to inconsistencies that adjusters exploit later.

The accident was stressful and happened quickly. It’s completely normal not to remember every detail. Don’t let an adjuster pressure you into providing information you’re uncertain about just to seem cooperative.

Questions That Should Raise Red Flags

Certain questions serve no legitimate purpose in processing your claim. They’re designed purely to find reasons to reduce your compensation:

• Questions about previous accidents or injuries
• Requests for the names of all your healthcare providers
• Questions about your work history or income
• Inquiries about your hobbies or physical activities
• Requests for access to your medical records

Politely decline to answer these questions without legal guidance. Simply state that you’d prefer to have an attorney review what information is appropriate to share.

The Authorization Form Danger

Adjusters frequently ask claimants to sign medical authorization forms. These forms often grant blanket access to your entire medical history, not just records related to the current accident.

Insurance companies use these authorizations to dig through years of medical records looking for pre-existing conditions they can blame for your current injuries. Never sign a blanket medical authorization. If medical records are needed, provide specific authorization limited to treatment related to the accident.

Social Media Becomes Part Of The Conversation

Adjusters don’t just rely on what you tell them directly. They review your social media accounts looking for posts that contradict your injury claims. That photo of you smiling at a family dinner gets presented as evidence you’re not really suffering.

Assume anything you post publicly will be seen and used against you. The safest approach is to stop posting entirely until your claim resolves.

When Your Own Insurance Company Calls

Your relationship with your own insurance company is different but still requires caution. Most policies include cooperation clauses requiring you to provide information and statements. However, you still have rights.

Review your policy before giving statements. Understand what cooperation actually requires. In many cases, you can provide written statements instead of recorded ones, or you can have an attorney present during the conversation.

The Right Way To Handle These Calls

The best response to an adjuster’s call is often to politely defer. Say you’re focused on your medical treatment right now and will discuss the claim once you better understand your injuries. If they pressure you, simply repeat that you’ll be in touch when you’re ready.

This approach doesn’t violate any legal obligations and protects you from making damaging statements before you fully understand your situation. If you’re facing pressure from insurance adjusters or unsure how to handle their questions, reach out for guidance on protecting your rights and avoiding statements that could jeopardize the value of your claim.