What should you say to the insurance adjuster?

An insurance adjuster is the person who investigates a claim for an insurance company. The adjuster may be friendly. Their job is still to protect the company. A little preparation will help you stay calm on the call.

What can you safely say?

Stick to simple facts. These are suggestions, not legal rules.

• "My name is ___ and my policy or claim number is ___."
• "The crash happened on [date] at [place]."
• "My vehicle is a [make, model]."
• "The police report number is ___."
• "I am getting medical care and I will share my records when I have them."
• "I would like to review my notes and call you back."

You can also confirm basics such as the date and location, who was involved, and where the vehicles ended up.

What should you not say?

Virginia has a strict fault rule. Contributory negligence can stop a claim if your own carelessness helped cause the crash. Read our plain-English guide. Because of that rule, a remark that sounds polite can be used later.

Do not apologize in a way that sounds like admitting blame. You can be kind without taking responsibility.

Do you have to give a recorded statement?

Some points to keep in mind:

• Your own insurer is different from the other driver's insurer. Your policy may require you to cooperate with your own company. Read that section.
• The other driver's insurer does not work for you.
• You can ask for time. Say, "I'd like to think about that and call back."
• If you do agree, answer only what is asked, and do not guess.

A lawyer can tell you what applies to your policy and your crash.

What about your own insurance company?

Your policy sets its own notice rules, so read yours. Call, give the basics, and ask how to start a claim. Your coverage may include medical expense coverage or uninsured motorist coverage. See who pays medical bills.

What can you say in common situations?

Here are short scripts you can adapt. They are suggestions, not legal rules. Read them aloud once before the call.

• If the adjuster asks "Were you hurt?" Try: "I'm still being checked by a doctor, so I can't say yet."
• If the adjuster asks "What happened?" Try: "The police report has the basic facts. I'd like to review it before I describe more."
• If the adjuster asks for a recorded statement. Try: "I'm not ready to do that today. Can you send your request in writing?"
• If the adjuster offers a payment. Try: "Thank you. I'd like to read it in writing and take some time."
• If you feel rushed. Try: "I need to stop here. I'll call you back."

It is fine to end a call. You can be polite and still say no for now.

What about calls from the other driver's insurer versus your own?

The two calls are different. The other driver's insurer is looking at its own customer's exposure. Your own insurer is the company you hired through your policy, and your policy may spell out your duties to it, such as reporting the crash and cooperating. Read that section so you know what you agreed to.

If the other driver has no insurance or too little, your own policy may include uninsured or underinsured motorist coverage. See the UM and UIM guide. In that case you may be dealing with your own insurer about a claim, which is still an adjuster conversation. The same habits apply: stay factual, take notes and ask for things in writing.

What should you write down after every call?

• Date and time
• The adjuster's name, company and phone number
• What they asked
• What you said
• Anything they promised or offered
• The next step and any deadline they gave you

Keep the notes in one folder with the report, photos and bills.

When should you stop and get help?

Pause the call and think about getting help if:

• you are asked for a recorded statement and you are not ready
• you are asked to sign a release, medical authorization or settlement paper
• the offer comes before you know how bad your injuries are
• the adjuster pushes you to decide quickly
• you are unsure how fault is being described
• you are close to your filing date. Check the deadline checker.

A claim can take time. See the stages in plain words.