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The insurance adjuster called me. What do I say?

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.

That may feel rude. It is not. It is exactly how careful people handle these calls, and the adjuster hears it every day. Here is what is really happening on that phone call, and how to get through it safely.

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:

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.

Do not agree to a recorded statement. For the other side's insurer, you are generally not required to give one. 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." Note: your own policy may require you to cooperate with your own insurer, which is different from the other driver's company.

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 sign broad releases without advice.

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 true story about the fast yes

In 2021, an 18-year-old named Rayza Dominguez was rear-ended in Frisco, Texas. Hours after the crash, the other driver's insurance company called and offered her $1,000 on the spot, telling her the offer might shrink if she waited. She said yes over the phone, with no advice and no idea what her damages were. In Texas at the time, that spoken yes was binding. She then learned repairs alone would cost almost $2,400, and she needed care for her injuries. She could not go back for more. Her story, reported by CBS News Texas, helped push Texas lawmakers to act against these "swoop and settle" calls.

She did what most polite people would do: she answered the phone and said yes to someone who sounded certain. The pressure to decide fast was the tactic. Anyone offering fair money today will still offer it after you get advice.

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.

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 advocates for injured people. We help you understand what is happening, learn your rights, and reach the right help, including legal support when it is needed. Our help is always free to you. We never take money from injured people.

Tell us what happened. It is private, it is free, and it takes about five minutes. Start here.

Sources

Last reviewed: 2026-08-16 by the WeHelpInjured team.