The Truth About Insurance Adjusters
Let me be direct: insurance adjusters are not on your side. They may seem friendly and
helpful, but their primary job is to protect the insurance company's bottom line. This
doesn't make them bad people; it makes them employees doing their job. Your job is to
understand their tactics so you can respond appropriately.
I've reviewed thousands of claim files and deposed dozens of adjusters. The tactics I'm
about to share come directly from internal training manuals and years of litigation experience.
Important
Everything you say to an adjuster can and will be used to minimize or deny your claim.
They're taking notes on every conversation, even casual ones.
Common Adjuster Tactics
Tactic #1: The Friendly Call
The adjuster calls you shortly after your loss, expressing sympathy and asking "how you're doing."
This isn't just politeness; they're evaluating your mental state, documentation skills,
and likelihood of hiring an attorney.
Your Response:
Be polite but brief. Stick to facts. Don't volunteer information about your injuries,
emotional state, or future plans. Say "I'm still assessing the situation."
Tactic #2: Requesting a Recorded Statement
"We just need to get your statement on record to process your claim." This statement is
designed to get you on tape saying something that can be used against you later. They're
hoping you'll minimize injuries, admit partial fault, or make inconsistent statements.
Your Response:
You are generally NOT required to give a recorded statement to the other driver's
insurance company. For your own insurer, check your policy. Consider consulting an
attorney before any recorded statement.
Tactic #3: The Quick Settlement Offer
"Let me see if I can close this out for you today with a check for $X." Quick offers
are almost always lowball offers. They know that once you accept, you sign a release
giving up all future claims, even for injuries that haven't manifested yet.
Your Response:
Never accept a settlement before you know the full extent of your damages. For
injury claims, wait until you've reached "maximum medical improvement" (MMI).
Tactic #4: Demanding Unnecessary Documentation
"We need 10 years of medical records before we can evaluate your claim." This delays
your claim while they fish for pre-existing conditions they can blame for your injuries.
Your Response:
Only provide documentation relevant to your current claim. You don't need to sign
blanket medical authorizations. Provide limited authorizations for specific providers
and date ranges.
Tactic #5: Scheduling an "Independent" Medical Exam (IME)
The doctor chosen by the insurance company is anything but independent. These doctors
are often paid handsomely by insurers and tend to minimize injuries.
Your Response:
Know your rights. In many cases, you can have a witness present or record the exam.
Prepare thoroughly and be consistent with your medical history.
Tactic #6: The "We're Still Investigating" Stall
Weeks turn into months with vague updates. They're hoping you'll get desperate and
accept a lowball offer, or that you'll miss important deadlines.
Your Response:
Document every contact. Ask for specific reasons for delays in writing. Know your
state's deadlines for claim handling and statute of limitations.
What Adjusters Are Trained to Document
Every interaction with you is being documented. Adjusters are specifically trained to note:
- Your demeanor: Do you seem organized? Frustrated? Desperate?
- Inconsistencies: Any variation between your accounts goes in the file
- Attorney likelihood: Are you using legal terms? Asking about your rights?
- Claim value signals: How much do you seem to expect?
- Settlement pressure points: Financial difficulties, time constraints
This information is used to determine their negotiation strategy. If you seem desperate,
expect lower offers. If you seem organized and knowledgeable, they may settle faster and
for more.
When to Consider Legal Help
Not every claim requires an attorney, but you should consider one if:
- Your claim involves significant injuries or long-term medical treatment
- The insurance company is denying a claim that seems valid
- You're being pressured to accept a quick settlement
- The adjuster is being unresponsive or using delay tactics
- You're dealing with multiple parties or coverage disputes
- The statute of limitations is approaching
A demand letter from an attorney can often change the entire dynamic of a claim. Insurance
companies know that represented claimants get larger settlements on average.