Working with Insurance Adjusters: Tips for Success

Insurance adjusters play a key role in determining your claim outcome. Understanding their job and how to work with them effectively can significantly impact your settlement.

Understanding the Adjuster's Role

What Adjusters Do

• Investigate claims to determine what happened
• Assess damage to vehicles and property
• Review medical records and bills
• Determine coverage and liability
• Calculate settlement amounts
• Negotiate with claimants

Types of Adjusters

• Your company's adjuster: Works for your insurer, handles your claim
• Other party's adjuster: Works for the other driver's insurer
• Independent adjuster: Hired by insurers for complex claims

Communication Best Practices

Be Professional

• Stay calm and polite, even if frustrated
• Respond to calls and emails promptly
• Keep emotions out of discussions
• Focus on facts, not feelings

Be Prepared

• Have your documentation ready before calls
• Know your policy details
• Write down key points you want to make
• Have dates, amounts, and facts at hand

Document Everything

• Note date and time of every conversation
• Write down what was discussed
• Get the adjuster's name and direct contact
• Follow up phone calls with email summaries
• Keep records of all correspondence

What to Say (and Not Say)

Do Say

• Factual descriptions of what happened
• "I need to review that before responding"
• "Can you explain that decision?"
• "Please send that in writing"

Don't Say

• "It was my fault" (even partially)
• "I'm fine" (regarding injuries, before medical evaluation)
• "I'll accept whatever you offer"
• Speculation about what happened

Recorded Statements

Adjusters may request a recorded statement. Know your rights:

• Your own insurer: Often required by your policy
• Other party's insurer: Not required—you can decline
• If you agree, prepare carefully beforehand
• Stick to facts you're certain about
• It's okay to say "I don't remember" if true

Vehicle Damage Claims

The Inspection Process

• Adjuster may inspect your vehicle in person
• They may use photos you've submitted
• They'll create an estimate of repair costs
• You can request a copy of their estimate

If You Disagree

• Get your own estimate from a repair shop
• Point out specific items missed
• Ask for re-inspection if needed
• Request supervisor review

Negotiating Effectively

Know Your Value

• Research comparable vehicle values
• Document all your expenses
• Understand what your policy covers
• Have evidence supporting your position

Negotiation Tips

• Let them make the first offer
• Don't accept immediately—take time to review
• Counter with documented reasoning
• Be willing to compromise reasonably
• Know when to escalate

When Things Go Wrong

If Your Adjuster Is Unresponsive

• Document your attempts to reach them
• Try different contact methods
• Ask for a supervisor
• Contact the insurance company's main line

If You Disagree with Decisions

• Ask for explanation in writing
• Request supervisor review
• File a formal complaint with the company
• Contact your state insurance department

Working with Multiple Adjusters

In some accidents, you may deal with adjusters from multiple companies:

• Your own company for your coverage
• Other party's company if they're at fault
• Keep communications separate and organized
• Don't let one adjuster pressure you regarding another's claim

Keys to Success

• Be organized and prepared
• Communicate clearly and professionally
• Document everything
• Know your policy and rights
• Don't accept less than fair value
• Escalate when necessary

Working with adjusters doesn't have to be adversarial. By being prepared, professional, and persistent, you can navigate the process and work toward a fair outcome.