The insurance adjuster called me. What do I say?

It is normal to feel unsure about what to say. You are allowed to keep the call short. Say as little as possible, politely. Give your name, confirm the basic facts of when and where the accident happened, and take down the adjuster's name and contact information. You do not have to give a recorded statement, sign anything, or accept any offer on that call. "I'm still being treated and I'm not ready to discuss that yet" is a complete answer. This page covers what to say when an insurance adjuster calls. We are the injured person's advocate. We connect you with a lawyer who handles cases like yours, so you get the full settlement your recovery deserves. Always free. Talk to an advocate. We usually reply within minutes, at most one business day.

That may feel rude. It is not. It is exactly how careful people handle these calls, and the adjuster hears it every day.

Who the adjuster actually works for

An insurance adjuster (the person who investigates a claim and decides what the company pays) is doing a job, and the job is to close your claim for as little as possible. That is true even when the adjuster is warm and sympathetic, and many of them genuinely are. If the adjuster works for the other side's insurance company, they are not your advocate. Even your own insurer has interests that are not identical to yours.

This does not make adjusters villains. It means the call is a business negotiation dressed up as a friendly chat, and you should treat it that way.

What is safe to say

Stick to the plain facts that are already in the police report:

• Your name and contact information
• The date, time, and location of the accident
• The vehicles or parties involved
• Where your car is, if they need to inspect it

Then get information back. Ask for the adjuster's full name, company, phone number, and the claim number. Write it all down, with the date of the call. Ask them to put anything important in writing.

What to hold back, for now

• Do not guess or speculate about fault. "I only looked away for a second" or "I never saw him" can shrink your claim before any investigation happens. If you do not know, say you do not know.
• Do not describe your injuries in detail yet. You may honestly not know how hurt you are. Concussions (a brain injury from a bump or jolt to the head) and soft-tissue injuries often show up days later. If you say "just a little sore" on day two, that sentence can be quoted back at you on day sixty. "I'm still being treated" is accurate and enough.
• Never give a recorded statement to an insurance company, even your own. Talk to an advocate first. For the other side's insurer, you are generally not required to give one, and a recording locks in your words while you are stressed, medicated, or still learning how hurt you are. You can simply say, "I'm not comfortable giving a recorded statement." Your own insurer needs the basic facts, not a recording.
• Do not sign a blanket medical release. Some adjusters send an authorization that lets them pull your entire medical history, not just records from this injury. Old records get used to argue your pain was "pre-existing."
• Do not accept a quick settlement. If money is offered on an early call, that is a signal your claim may be worth more than the offer. Once you accept, it is over, even if your bills keep growing.

A simple script you can use

You can read this off your phone:

"Thanks for calling. I can confirm the accident happened on [date] at [location]. I'm still being treated and I'm not ready to discuss my injuries or any settlement. Please send anything important to me in writing. Can I get your name, company, and the claim number?"

That is it. You never have to argue, explain, or fill silence. Adjusters are trained negotiators who make these calls all day. You are allowed to end the call.

Talk to an advocate. You do not have to handle these calls alone.

Know your deadline, then breathe

Politely waiting does not mean waiting forever. Every state has a statute of limitations (the legal deadline to file an injury claim), and some situations have much shorter notice windows. Deadlines vary by state, so check yours on our state pages, which link to the official law: find your state. Inside that window, you have room to heal, gather your bills, and get advice before you negotiate.

If you feel an insurer is treating you unfairly, every state has an insurance regulator that takes consumer complaints. You can find yours through the NAIC (National Association of Insurance Commissioners), the organization of state insurance regulators.

You do not have to handle these calls alone

We are the injured person's advocate. We help you understand what is happening, learn your rights, and connect with a lawyer who handles cases like yours, so you get the full settlement your recovery deserves. Our help is always free to you. We never take money from injured people.

Talk to an advocate. It is private, it is free, and it takes about five minutes. Start the form or open the chat.

Sources

• NAIC (National Association of Insurance Commissioners), find your state insurance department: https://content.naic.org/state-insurance-departments
• CDC (Centers for Disease Control and Prevention), concussion signs and symptoms: https://www.cdc.gov/heads-up/signs-symptoms/

Last reviewed: 2026-08-17 by the WeHelpInjured team.