What Are the Best Strategies for Dealing with Adjusters?

Adjusters work for the insurer, not you. Learn expert negotiation tactics, what never to say, and how to handle initial offers to protect your claim.

DeWealthy ~ My Car Insurance Claim was Denied

A masterclass in communication, negotiation, and protecting your claim value.

Introduction: 

The Friendly Voice on the Phone

The moments following a car accident are defined by chaos and adrenaline. When your phone rings and a polite, empathetic voice identifies themselves as an "Insurance Adjuster" offering to "take care of everything," the relief is palpable.

Stop.

That sense of relief is exactly what the insurance company counts on. While the adjuster may be a perfectly nice person, their professional Key Performance Indicators (KPIs) are diametrically opposed to yours. They are incentivized to close claims quickly and for the lowest possible payout.

To secure the compensation you legally deserve, you must shift your mindset from "victim seeking help" to "business partner negotiating a contract."

Context: Handling the adjuster is just one piece of the puzzle. To understand the full timeline of your case, read our comprehensive guide on the 10 Critical Steps to a Successful Auto Claim.

Who Are You Talking To?

Before you pick up the phone, know who is on the other end.

• Staff Adjusters: Employees of the insurance company. 
• They have limited authority to increase offers and are strictly bound by corporate policy.
• Independent Adjusters: Contractors hired during high-volume periods (like after storms). 
• They are paid by the claim or by the hour, meaning they are motivated by speed, often at the cost of thoroughness.
• The Golden Rule: Assume every conversation is being recorded (even if they don’t tell you) and that every "casual" question is an attempt to find comparative negligence to lower your payout.

The "First Contact" Script: 

What to Say

Your first interaction sets the trajectory for the entire claim. This is where most value is lost.

1. Stick to the "Four Corners" of the Facts

When asked about the accident, provide:

• Full Name
• Address/Contact Info
• Location of the accident
• Time of the accident

Do NOT discuss:

• Whose fault it was (Liability).
• How fast you were going.
• What you were doing right before the crash.

2. The "Injuries" Trap

The adjuster will ask, "How are you feeling?" This is not pleasantry; it is discovery.

• Never Say: "I'm fine," "I'm okay," or "Just a little sore."

• Say Instead: "I am currently following the advice of my medical team and will provide a full update once my treatment is complete."

Expert Tip: Pain from soft tissue injuries often doesn't appear for 48–72 hours. Saying "I'm fine" immediately can be used to deny medical bills later.

How-To: 

Execute a Successful Adjuster Negotiation

This tactical workflow is designed to strip emotion from the process and rely on data.

Step 1: 

Organize Your "War Chest"

You cannot negotiate without evidence. Before speaking in depth, ensure you have a physical or digital file containing the police report, photos of the scene, and witness contacts.

• Recommended Tool: Keep your medical receipts and police reports organized in a dedicated Fireproof Document Organizer with Lock (Thank you, I get affiliate commission from your purchase transaction on Amazon.) to ensure no evidence is ever lost or damaged.

Step 2: 

Decline the Recorded Statement

The adjuster will request a recorded statement early on, claiming it "speeds up the process."

• The Strategy: Politely decline. Say, "I am not comfortable giving a recorded statement at this time. I am happy to provide a written statement later." 

• A written statement allows you to edit and review your words; a recording does not.

Step 3: 

Let Them Anchor First

In negotiation theory, the "anchor" is the first number thrown out.

• The Strategy: Do not tell them what you want. 
• Let them make the first offer. 
• If you ask for $10,000, and they were authorized to pay $15,000, you just cost yourself $5,000.

Step 4: 

Use the "Silence" Tactic

When they give you an initial offer, it will likely be low.

• The Strategy: Write the number down. 
• Pause. Wait 10 full seconds. 
• The silence makes the adjuster uncomfortable, often leading them to justify the low number or immediately offer a small bump.

Step 5: 

Document Everything

If it isn't written down, it didn't happen.

Recommended Tool: Don't rely on memory. Use a Digital Voice Recorder (Thank you, I get affiliate commission from your purchase transaction on Amazon.) to dictate your own notes immediately after hanging up (Note: Check your state laws before recording the adjuster themselves).

The Danger Zone: 

What NEVER to Say

Using the wrong phrase can inadvertently admit liability.

The Phrase	What the Adjuster Hears	The Safe Alternative
"I'm sorry."	"It was my fault." (Admission of Guilt)	Say nothing regarding fault.
"I think the light was green."	"I am unsure / unreliable witness."	"I will refer to the police report."
"I accept."	"Case closed." (You cannot ask for more later)	"I need to review this in writing."

When to Stop Talking and Hire a Lawyer

While minor "fender benders" can be handled via the strategies above, certain situations require professional intervention. This transitions from an informational search to a transactional need.

Consider an attorney if:

• Liability is Disputed: The insurer claims you caused the accident.

• Injuries are Severe: Broken bones, surgery, or long-term therapy.

• The "Lowball" is Insulting: The offer doesn't even cover current medical bills.

For a deeper dive on the entire claim lifecycle, including when to engage counsel, refer to our Car Insurance Claim Process guide.

FAQ: 

Dealing with Insurance Adjusters

Do I have to answer every question the insurance adjuster asks?

• No. You are contractually obligated to cooperate with your insurance company, but that does not mean you must answer speculative questions. 

• You are generally not required to speak to the other driver's insurance adjuster at all.

How do adjusters calculate pain and suffering?

• They often use software (like Colossus) that assigns points to injuries. 

• This is why specific medical documentation is vital. 

• General complaints of "pain" are ignored by the software; specific diagnoses (e.g., "L4-L5 herniation") generate value.

Can I negotiate the first settlement offer?

• Yes, and you should. 

• The first offer is almost always their "floor." 

• It is a test to see if you are desperate for quick cash.

What if the adjuster ignores my calls?

• This may be a tactic to frustrate you into quitting. 

• Send a letter via certified mail requesting a status update. 

• If they continue to delay, it may constitute "Bad Faith," which is actionable legally.

Conclusion: 

Patience Pays

Dealing with an adjuster is a game of discipline. They have the money, but you have the claim. 

By controlling the flow of information, refusing to be rushed, and documenting every interaction, you shift the power dynamic in your favor.

Remember, the goal isn't a quick check; it's a fair check.