What Not to Say to a Claims Adjuster

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Your claims adjuster is not your friend. That is the first thing you need to understand before you open your mouth on a recorded phone call or in a signed statement. The adjuster works for the insurance company, and that company has one goal: pay you as little as possible, as late as possible, or deny your claim outright. Your job is to give them the facts they need to process your claim—and nothing more. One careless sentence can cost you thousands of dollars or get your claim thrown out entirely.

Never apologize. Even a casual “I’m sorry” or “That was stupid of me” can be twisted into an admission of fault. In legal liability claims, fault determines who pays. Say you slipped on a wet floor in a store and, out of habit, mutter “I should have watched where I was going.” The adjuster records that and uses it to argue you were partially or fully at fault, reducing or eliminating your payout. Apologizing is a social reflex, not a legal necessity. Keep your mouth shut until you have a clear head.

Never speculate. When the adjuster asks “How fast were you going?” or “How far away was the other car?” do not guess. Say “I don’t know,” or better, “I’m not going to estimate that.” If you say “Maybe 35 miles per hour” and a witness later says 25, you look like a liar. If you say “He seemed really close” and the adjuster has skid-mark calculations showing 150 feet, your credibility vanishes. Stick to what you are certain of: “I was driving at the posted speed limit” or “I am unable to estimate distance.” Guesses are free ammunition for the adjuster to use against you.

Never give a recorded statement without first reading your policy and consulting a lawyer. Many adjusters start a call with “We just need a brief recorded interview to move things along.” That is a trap. You are under no legal obligation to give a recorded statement in most first-party claims (your own insurance). In third-party claims (against someone else’s insurance), you may have to cooperate, but you still have the right to have your attorney present. Tell the adjuster, “I will provide a written statement after I’ve reviewed everything with my lawyer.” If they push, repeat it. Recordings are permanent, and you cannot take back a poorly worded answer.

Never provide more information than asked. If the adjuster asks “What were you doing right before the accident?” do not launch into your entire morning routine. Answer the question directly: “I was driving home from work.” If they ask “Did you see the other car?” answer “Yes” or “No,” then stop talking. Silence is powerful. Let the adjuster fill the gap, and when you feel tempted to add detail, remind yourself that every extra word is a potential weapon.

Never admit to prior injuries or medical conditions without understanding the context. If you had a backache two years ago from lifting a couch, and now you have a back injury from a car crash, the adjuster will try to argue the current pain is a pre-existing condition. You do not need to volunteer that information. If asked directly, be truthful but precise: “I had a minor back strain in 2020 that fully resolved. No ongoing problems.” Do not say “I’ve always had a bad back” or “My back has been weak.” Those phrases become permanent excuses for the insurance company.

Never lie or exaggerate. This seems obvious, but people fudge numbers or stretch the truth because they think it helps. It backfires. Insurance companies have databases, investigators, and surveillance. If you claim you cannot walk after an accident and they film you mowing the lawn, your entire claim collapses. Even small lies—like saying you never had a ticket when you did—destroy your credibility. Honesty is your only shield. If you are honest, the adjuster has less room to paint you as untrustworthy.

Never sign a release or settlement check without reading the fine print. A release often says you give up all future rights to claim for this accident. If you sign it and later discover a hidden injury, you are out of luck. Take the document to a lawyer or at least read every line aloud. If you do not understand a phrase, do not sign. The adjuster will pressure you with deadlines. Deadlines are negotiable. Say “I need more time to review this with my attorney.”

Never discuss your claim with anyone other than your lawyer and your insurance company’s claims department. Do not post about the accident on social media. Do not tell your neighbor the details. Do not email the adjuster casually. Everything you say can become evidence. A Facebook photo of you smiling at a party can be used to argue your injury is not serious. A text to a friend saying “I’m fine, just sore” contradicts a claim for severe pain.

Finally, never forget that the adjuster is trained to pay you less. Their scripted questions are designed to elicit admissions, contradictions, and excess information. Your best response is often silence, a simple “I don’t remember,” or “I’ll let my attorney address that.” You are not being rude. You are protecting your rights. In a legal liability claim, words are not just conversation—they are evidence. Choose them carefully, or better yet, let your lawyer choose them for you.

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FAQ

Frequently Asked Questions

What kind of financial responsibility might I face?

Your responsibility depends on the claim’s outcome and your insurance. If you are found legally responsible, you typically pay your insurance deductible first. Your insurance policy covers costs up to its limit. You are personally responsible for any settlement or judgment amount that exceeds your policy limits. This is why having adequate coverage is critical. Costs can include the other person’s medical bills, repair costs, lost wages, and their “pain and suffering,“ as determined by negotiation or a court.

Yes, you have a legal right to obtain copies of your medical records and itemized bills. You must submit a written request to each healthcare provider, and they may charge a reasonable fee for copying and mailing. It is crucial to get complete records from every doctor, hospital, physical therapist, or other provider you saw. An itemized bill (a “superbill”) is essential, as it lists every service and charge separately, unlike a simple summary statement.

Most dog bite claims are paid by the owner’s homeowners or renters insurance policy, which typically includes liability coverage. The insurance company will handle the claim, but their goal is to pay as little as possible. They may try to deny the claim if the dog’s breed is excluded by the policy or if the incident occurred outside the covered property. An attorney can negotiate with the insurer to seek a full and fair settlement that covers all your damages.

Immediately, if it is safe to do so. The most critical evidence is the scene as it existed at the time of the incident. Photograph the exact hazard (spill, broken step, debris), any injuries you sustained, environmental conditions (weather, lighting), and any relevant signage. Continue documenting your injuries over time to show the healing process. If a product failed, take clear pictures of the product itself, any serial numbers, and how it failed. The sooner you act, the more accurate the evidence.