What Not to Say to an Insurance Adjuster
Why Adjusters Ask What They Ask
Talking to an insurance adjuster isn’t just a casual conversation. It’s part of the claim. Every question has a reason, and most of them come back to one goal: protect the insurance company’s bottom line.
The adjuster might sound friendly. They might ask how you’re feeling, or what you remember. But those questions aren’t just polite. They’re designed to lock in your version of the story—and to shape how much the insurer pays.
This isn’t about trick questions or conspiracy. It’s just how the system works. Adjusters know the earlier you say something on record, the harder it is to change later. That’s why it matters what you say—and what you don’t.
Statements That Could Hurt Your Claim
Some things are better left unsaid—especially when you’re still figuring out what happened or how badly you’re hurt.
Anything That Sounds Like an Apology
Even a quick “I’m sorry” can be used to shift blame onto you. You might be expressing concern, not fault—but once it’s in the file, it can be twisted later. Adjusters don’t need you to say “It was my fault” outright. Something like “I didn’t see them” or “I wish I’d reacted sooner” can do the same damage.
In states like Texas, if you’re found more than 50% at fault, you can’t recover anything. One offhand comment can put you past that line.
Downplaying Your Injuries
It’s natural to want to sound okay. But telling the adjuster “I’m fine” or “It’s nothing serious” can work against you. Many injuries don’t show up right away—especially soft tissue damage or concussion symptoms.
If your condition worsens, and you’ve already told the adjuster you weren’t hurt, they may argue the injury came from something else.
Guessing What Happened
In a car accident case, the adjuster might ask how fast you were going or where the other car came from. If you’re not sure, say that. Guessing—even with good intentions—can backfire.
“I think I was going 35” sounds harmless. But if the evidence later shows otherwise, it becomes a credibility issue. Stick to what you know for sure.
Describing Injuries Without Medical Backup
You don’t need to explain your symptoms in detail. That’s your doctor’s job.
Avoid saying things like “It’s probably just a sprain” or “My neck is sore, but I’ll be fine.” If you haven’t seen a doctor yet, say so. It’s okay to say you’re still being evaluated or waiting on results.
When the Adjuster Asks to Record the Call
You’re not required to give a recorded statement to the other driver’s insurer. You can say no—and you should.
- Recorded statements lock in your words. If you misspeak, make a mistake, or change your mind later, that recording will be used to challenge your claim.
- Some adjusters will try to make the recording sound routine. They’ll say it helps document your version or speeds up the claim. But if they ask for permission to record, you’re allowed to say no—and it doesn’t make you look guilty.
- You can also say you’ll be happy to provide a written statement later, or that you’ll follow up after speaking with your doctor or attorney. If they press you, just repeat: “Not at this time.”
- A simple, polite way to decline: “I’m not comfortable giving a recorded statement at this time.” You don’t need to explain beyond that.
The only time a recorded statement might be required is when you’re speaking to your own insurance company—and even then, you can ask for time to review what they’re requesting or to speak with your attorney first.
Don’t Volunteer Information They Didn’t Ask For
It’s easy to fill silence with extra details. Resist that instinct!
You don’t need to tell them about past injuries, old car accidents, or anything that doesn’t directly answer their question. Don’t explain where you were going, what your schedule was, or how the crash might affect your job unless they ask—and even then, keep it short.
People tend to over-explain when they feel nervous. That’s normal. But in an insurance call, it can backfire fast. If you mention an old injury or a car crash from years ago—even casually—the adjuster may try to blame your pain on that instead of the crash you’re calling about.
If you start talking about work, they might ask how much time you missed. If you mention family, they might ask if anyone else in the car was hurt. Once the door opens, it’s hard to close.
Unrelated facts can give the adjuster something to work with. The less you say, the less they can twist.
What You Can Say Without Hurting Your Case
You don’t need to avoid the adjuster entirely. But you do need to protect your claim. Here are some phrases that keep things safe:
- “I’d prefer to wait for the full police report before discussing the details.”
- “I’m currently receiving treatment and will provide updates as needed.”
- “I’d like to communicate in writing going forward.”
Here’s how that might sound in a real call:
Adjuster: “Looks like a lot of damage. What do you think happened?”
You: “I’d rather let the report and investigation speak to that. I don’t want to speculate.”
That’s not rude. It’s smart.
Don’t Let the First Offer Be the Last Word
If the adjuster offers you money fast, it’s probably because they want the claim closed—cheaply.
Saying “that sounds fair” or “I guess that’s fine” before you’ve healed or seen your bills could mean walking away from thousands. Once you accept a settlement and sign a release, your claim is closed. You can’t reopen it later.
If you’re not sure about the offer, don’t respond on the spot. You can always say: “I’d like time to review this before making a decision.”
That gives you room to think—or to talk to someone who knows what the case is really worth.
Why Adjusters Push for Quick Calls and Fast Settlements
Adjusters aren’t just trained to ask questions—they’re trained to move fast.
A quick call gives them an advantage. You’re still processing what happened. You might not have seen a doctor yet. You haven’t added up the costs or thought about what the injury might mean long term.
They want to lock things down before you do.
That’s why they offer money early. That’s why they send paperwork quickly. If you say yes too soon, they’re off the hook for anything that comes up later.
You’re allowed to wait. You’re allowed to ask questions. And you’re allowed to say, “Not yet.”
If the Adjuster Is From Your Own Insurance Company
You still need to be careful—even if you’re dealing with your own insurer.
Yes, you have a duty to cooperate. But that doesn’t mean you have to give a recorded statement without preparation, or agree to anything without reading the paperwork. You can ask questions. You can delay until you’ve gotten advice.
If something feels off, pause the call. Say you’d like to follow up in writing. It’s your policy. You still have rights.
What to Do Instead of Saying the Wrong Thing
If you’re not sure what to say, it’s okay to slow down.
- Get the adjuster’s name, contact info, and claim number.
- Take notes on what they ask—and what you said.
- Keep answers short, factual, and focused.
- Don’t guess. Don’t explain. Don’t fill in gaps.
- You can always say, “I’ll need to get back to you on that.”
Just because someone asks you a question doesn’t mean you owe them an answer right now.
Why It Pays to Be Careful—Even Early On
That first phone call might feel routine, but it isn’t.
The words you use—especially when you’re still shaken or unsure—can end up shaping your entire case. A recorded call. A note in a file. A few sentences you can’t take back.
You don’t need to lie or be difficult. You just need to protect yourself.
Say less. Keep it simple. And if you’re not sure what to say, get help before you say anything at all.
Get Advice Before You Give the Adjuster Anything
If you were hurt and the insurance company has started calling, don’t guess your way through the conversation. The personal injury attorneys at Loewy Law Firm can review your situation, explain what you should—and shouldn’t—say, and help protect your ability to recover the full value of your claim.
Call (512) 280-0800 or send a message to schedule a free case review. The sooner you get clarity, the stronger your case will be.
How can I help you?