The Art Of Asking: A Guide To Insurance Adjuster's Questioning Techniques

After a car accident, an insurance adjuster will contact you to ask questions about the crash. This conversation can be difficult to handle, especially if you are injured or dealing with the aftermath of a traumatic event. The role of an insurance adjuster is to gather information that will be used to process your claim. They will ask about personal information, the accident, and your injuries. It's important to remember that the adjuster works for the insurance company and their objective is to settle the claim as quickly as possible and for the lowest amount. Therefore, it's recommended to consult a lawyer before speaking to an insurance adjuster to ensure you are fairly compensated.

Personal information

After a car accident, an insurance adjuster will contact you to ask questions about the crash, usually within 24 to 48 hours.

• Your full name
• Phone number
• Address
• Date of birth
• Occupation (name of your employer and job title)
• Vehicle information (year, make, and model)
• Whether you are the registered owner of the vehicle
• Whether the vehicle was being used for business or government work
• Whether there were any passengers in the vehicle, including minors

Remember that insurance adjusters are instructed to look for details that can lower the value of a claim. Therefore, it is recommended that you do not share too many unnecessary details about your personal life, such as your salary, work schedule, or the nature of your work.

Accident details

When it comes to accident details, insurance adjusters will ask a series of questions to understand the nature of the accident and determine the appropriate compensation. Here are some paragraphs outlining the types of questions they might ask:

Basic Accident Details

Insurance adjusters will typically start by asking about the date, time, and location of the accident. They will want to know how many vehicles were involved, the types of vehicles, and whether a police report was filed. It is important to stick to very basic details at this stage and avoid discussing fault or speculating about the accident.

Accident Circumstances

The insurance adjuster will likely inquire about how the accident happened. They may ask specific questions such as "What direction were you travelling?" or "Was anyone else in the vehicle?". It is crucial not to admit fault or blame others for the accident. Instead, provide only the essential facts and let your attorney handle further communication if needed.

Vehicle Information

They will also need information about the vehicles involved, including license plate numbers, vehicle makes and models, and any damage sustained. Be prepared to answer questions about whether your vehicle needs repairs and if there was any prior damage to the vehicle. Remember that insurance companies will only cover compensation for damages resulting from the accident and not for pre-existing issues.

Witness Information

If there were any witnesses to the accident, the insurance adjuster will want to know their names and contact information. This allows them to follow up and gather additional information about the accident from a third-party perspective. Witness statements can be crucial in determining fault and liability.

Police Report

Insurance adjusters may ask whether a police report was filed after the accident. This report can provide valuable information about the circumstances of the accident, including any citations or violations that occurred. It is important to be truthful about the existence of a police report, as insurance companies can typically obtain access to these documents.

Remember, when discussing accident details with an insurance adjuster, it is essential to remain calm and polite, and focused on providing only the necessary information. Do not feel pressured to share more than you are comfortable with, and always seek legal advice if you are unsure about what to say.

Injury details

When it comes to injury details, insurance adjusters are looking to understand the extent of your injuries and the impact they have had on your life. They will want to know how much your medical treatment has cost, and whether you have had to take time off work, or have lost the ability to work. They will also consider any pain and suffering you have experienced, and any other negative effects your injuries have had on your life.

It is important to remember that insurance adjusters are looking to settle your claim for as little as possible, so they will scrutinize everything you say for details that can lower the value of your claim. For this reason, it is best to keep injury details to a minimum in the initial conversations with an insurance adjuster. You might tell them that you are "still treating", or that you are "seeking medical treatment", and that you will send a written summary of your injuries.

The insurance adjuster will request your medical records, and they may ask for an independent medical examination (IME). They will be looking for any pre-existing injuries or conditions that could indicate your injury was not caused by the incident in question. You do not have to give the insurance adjuster access to all of your medical records, and you should not sign a medical authorization without consulting a lawyer first. You should also be wary of giving the insurance adjuster a recorded statement, as this could be used against you.

If you have sent a demand letter as part of personal injury settlement negotiations, you will probably have already sent some medical records to the adjuster. They may ask for additional records, such as X-rays or radiologist reports. If you think the request is reasonable, you can tell the adjuster you will provide the records if the insurance company pays for them.

If you and the insurance adjuster have very different opinions about the seriousness of your injury, or the long-term effects, the adjuster may ask if you are willing to be examined by a doctor designated by the insurance company. These examinations are referred to as "independent", but they are anything but, as the doctors are chosen and paid by the insurance company, and rarely find anything seriously wrong with the claimant. You do not have to agree to this unless you are making an injury-related claim under your own insurance policy or have filed a personal injury lawsuit.

To negotiate effectively with the insurance company, it is a good idea to hire a lawyer, provide clear evidence of your injuries, and consider sending a demand letter specifying your terms for settlement.

Recorded statements

After a car accident, you will likely be contacted by an insurance claims adjuster, whose job is to "adjust", or lower, the cost borne by the insurance company. They will ask for details about the crash and may request a recorded statement.

It is important to know that you are not required to speak to a claims adjuster and that they are not on your side. Their goal is to pay out as little as possible, and they are trained to ask specific questions in specific ways to achieve this. For example, they may ask vague or unclear questions to make you sound less sure about how the accident happened, or ask about your medical history to find reasons to limit your compensation.

If you do choose to give a recorded statement, be aware that it will become part of your claim forever. You can decline to give a recorded statement and instead send a written statement. You can also request to postpone giving a statement until you have consulted a lawyer.

• What is your full name, address, and phone number?
• Are you aware that this interview is being recorded?
• Do I have your permission to record this conversation?
• What is the make, model, and year of the car you were driving?
• Are you the registered owner of the vehicle?
• Was the vehicle being used for business purposes?
• Did you have any passengers?
• What day and time did the accident occur?
• How many vehicles were involved?
• What street were you on?
• Did weather conditions play a role in the accident?
• What happened that caused the accident?
• What type of damage did your vehicle sustain?
• Did you take evasive action to avoid the accident?
• Were you under the influence of drugs or alcohol?
• Were you using a cell phone or other electronic device?
• Were you obeying the posted speed limit?
• Did you have your seatbelt on?
• Did your airbag deploy?
• Did the police show up at the scene?
• Was a police report taken?
• Were any traffic tickets or citations issued?
• Did any witnesses see the accident?
• Did you seek medical treatment after the accident?

Settlement offers

• Initial Offer: The first settlement offer made by an insurance adjuster is often a negotiation tactic and is typically lower than what you might deserve. It is generally recommended not to accept the initial offer and to counter with a higher amount. This back-and-forth negotiation is common and expected.
• Valuation of Claim: Insurance adjusters will consider the chances of the claimant winning at trial and the potential jury award when valuing a settlement. They will assess damages capable of exact calculation, such as medical bills and lost earnings, as well as damages that are more challenging to quantify, like pain and suffering.
• Documentation: Adjusters will request and scrutinize various documents related to the claim, including medical bills, proof of earnings or lost income, tax returns, and evidence of property damage. It is essential to provide thorough and accurate documentation to support your claim.
• Investigation: Insurance adjusters will investigate the claim by interviewing involved parties and witnesses, reviewing reports and records, and evaluating bodily injuries and property damage. They may also conduct background checks on the claimant to ensure the legitimacy of the claim.
• Preparation: When negotiating a settlement, it is crucial to be well-prepared. Gather all relevant evidence, calculate a full settlement amount that covers all your damages, and determine a minimum settlement figure that you can keep in mind during negotiations.
• Professional Assistance: Consider seeking the assistance of a personal injury lawyer, especially if your injuries are serious or if you feel the insurance company isn't taking your claim seriously. A lawyer can help investigate your claim, negotiate on your behalf, and ensure you receive a fair settlement.

Remember, insurance adjusters are trained to protect the interests of the insurance company and minimize payouts. It is your right to reject offers and negotiate until you reach a settlement that adequately compensates you for your losses.

Frequently asked questions