How Insurance Adjusters Work (And What They Won't Tell You)

After an accident, an insurance adjuster will contact you quickly — sometimes within hours. They will sound helpful and sympathetic. But it is important to understand: insurance adjusters work for the insurance company, not for you. Their job is to resolve your claim for as little as possible.

Types of Adjusters You May Encounter

• Staff adjusters: Full-time employees of the insurance company. Handle routine claims.
• Independent adjusters: Contractors hired by insurers for overflow or complex claims. Same goal as staff adjusters.
• Public adjusters: Work for policyholders (you), not the insurer. More common in property damage claims. You hire them.

Common Adjuster Tactics to Know

Experienced adjusters use well-documented tactics:

• Early recorded statements: Calling you before you have sought medical attention, hoping you'll minimize your injuries or say something that can be used against you. You are NOT required to give a recorded statement to the other driver's insurer.
• Quick low offers: Offering a fast settlement check when you are still in the acute phase of treatment, before the full extent of injuries is known.
• Minimizing injuries: Suggesting your injuries are pre-existing, minor, or unrelated to the accident.
• Delay tactics: Slow-rolling the investigation to create financial pressure on you to settle.

Our guide on dealing with insurance after an accident covers how to handle these situations in detail.

What You Should and Shouldn't Say

When an adjuster calls: give basic factual information (date, location, vehicles involved). Do not speculate about fault. Do not describe pain symptoms in detail before completing medical evaluation. Do not accept a settlement offer without understanding the full extent of your damages. You can always say: "I'm still treating. I'll be in touch when I'm ready to discuss settlement."

Frequently Asked Questions

Am I required to talk to the other driver's insurance adjuster?

No. You have no legal obligation to speak with the adverse insurer's adjuster. You must cooperate with your own insurer under your policy, but the other driver's insurer has no right to demand your statement. If you have an attorney, all communications should go through them.

Can an adjuster access my medical records?

Only with your authorization. Do not sign a blanket medical authorization form from the adverse insurer — it may give them access to records unrelated to the accident. Your attorney should review any authorization before you sign.

What if I already gave a recorded statement?

Do not panic. Speak with an attorney as soon as possible. They can advise on how to address any statements that may be problematic and ensure your remaining communications are protected.