Insurance adjusters contact drivers quickly after a crash. What you say in those first calls can shape liability decisions, settlement value, and even whether your claim is approved. This guide explains how to handle adjuster calls the right way—what to say, what to avoid, and how to protect your claim while still following the rules.
Quick answer: What should I say to an insurance adjuster?
Keep it short, factual, and neutral. Provide basic facts (date, time, location, vehicles involved), identify injuries without speculating, and request that all communication be documented. Avoid admitting fault or guessing about speed, visibility, or injuries.
First‑party vs. third‑party adjusters (why it matters)
There are two kinds of adjusters you may hear from:
- Your own insurance company (first‑party claim): You have a contract with them. Your policy requires you to cooperate, provide documents, and follow your “Duties After a Loss.”
- The other driver’s insurer (third‑party claim): You do not have a contract with them. Their primary duty is to their insured, not you.
This difference affects how much information you should give. You must follow your policy with your own insurer, but you should be cautious with the other driver’s insurance company.
What to say in the first call (safe, helpful, and short)
Use this checklist as your baseline. It keeps the conversation on facts without creating liability problems.
- Confirm the basics: date, time, and location of the crash.
- Identify the vehicles and drivers involved.
- State that you are seeking medical evaluation or that you are treating (if true).
- Say you will provide documentation later (police report, medical bills, repair estimates).
- Ask for the claim number and the adjuster’s contact information.
Simple script you can use
“I’m reporting a crash that happened on [date] at [location]. I was involved and am getting medical evaluation. I’ll provide the police report and other documents as I receive them. Please share the claim number and the best way to send records.”
What NOT to say to an adjuster
Adjusters are trained to identify statements that reduce the value of a claim. Avoid these common traps:
- Admissions of fault: “I’m sorry,” “I didn’t see them,” “It was my fault.”
- Speculation: “I think I was going 40,” or “I don’t remember if the light was yellow.”
- Medical conclusions: “I’m fine,” “It’s just soreness,” or “It’s no big deal.”
- Guessing about injuries: Many injuries appear later—don’t minimize too early.
- Detailed narratives on a recorded call without preparation.
You can always say, “I’m not sure yet,” or “I’ll provide more information after I review the report.”
Recorded statements: do you have to give one?
Your own insurer may request a recorded statement as part of its investigation. Your policy can require cooperation, so you should review your policy terms and comply in a reasonable way. For the other driver’s insurer, you are not under the same contractual duties.
If a recorded statement is requested:
- Ask to schedule it later so you can gather facts.
- Keep it short and factual.
- Do not guess. If you don’t know, say so.
- Do not downplay injuries.
Why adjusters push for quick statements
Early statements lock in a version of events before you have all the facts. Adjusters may also ask leading questions to frame fault. The safest approach is to stay factual and avoid committing to specifics until you review the police report and your medical evaluation is complete.
What documents adjusters typically request
Expect requests for:
- Police report number or copy
- Photos of the scene and vehicle damage
- Medical bills and records
- Wage loss documentation
- Repair estimates or invoices
Illinois guidance for first‑party claims emphasizes cooperation, proof of loss, and supporting documents. If you fail to provide required documentation, your insurer can deny the claim. Keep everything organized.
How to communicate with an adjuster (best practices)
- Keep a written log of every call and email.
- Confirm key points in writing after phone calls.
- Stay consistent. Inconsistencies raise red flags.
- Don’t exaggerate or make assumptions.
- Be polite but firm. You can decline to answer questions you are not ready for.
Common adjuster tactics (and how to respond)
“We just need a quick statement.”
Response: “I’m happy to provide a statement after I gather my documents. Please schedule it for later this week.”
“Were you looking at your phone?”
Response: “I’m not going to guess about specifics. I’ll review the facts and follow up.”
“Are you feeling better now?”
Response: “I’m still being evaluated, and I’ll share medical documentation once I receive it.”
“Can you accept this offer today?”
Response: “I need to review my medical records and the full impact before discussing settlement.”
What to do if the adjuster delays or won’t respond
Illinois rules require insurers to communicate within specific timeframes after they are notified of a loss and after they receive communications. If an adjuster goes silent or fails to respond, document every attempt and consider contacting the insurer’s supervisor. You can also file a complaint with the Illinois Department of Insurance if necessary.
How adjuster statements affect fault in Illinois
Illinois uses a modified comparative fault system. If you are more than 50% at fault, you can be barred from recovery. Statements to adjusters can raise your fault percentage. If you haven’t read it yet, see Illinois Comparative Fault Rule (51% Bar).
What to do if you’re unsure
If you’re not sure how to answer a question, it’s OK to pause. You can say:
- “I’m not certain yet; I’ll follow up.”
- “I need to review the police report.”
- “I’m waiting on medical evaluation.”
These responses keep your claim safe while remaining cooperative.
Frequently asked questions
Do I have to talk to the other driver’s insurance company?
You are not required to give the other driver’s insurer a recorded statement. You can provide basic facts or ask to communicate in writing.
Should I accept the first settlement offer?
Most early offers are based on limited information. If you accept too soon, you may waive future claims. It’s safer to wait until you understand the full medical picture.
What if I made a mistake when talking to the adjuster?
Correct it in writing as soon as possible. Provide the accurate information and explain that you were still gathering details at the time of the call.
Is it bad if I wait a few days to report the accident?
Delays can violate your policy and make it harder to prove your claim. Report as soon as possible, even if you are still collecting documents.
Can the insurer deny my claim if I don’t cooperate?
Yes. For first‑party claims, cooperation and required documentation are part of your policy duties. Failing to comply can result in denial.
Bottom line
Insurance adjusters are not your enemy, but their job is to protect their company. Keep your communications factual and brief, avoid guessing, and make sure everything is documented. A careful first call can protect your claim for months afterward.
If you need help navigating adjuster conversations, you can start here: Chicago Car Accident Lawyer.