Dealing with an insurance adjuster can be one of the most confusing parts of an accident claim. Their job is to investigate your case and, of course, save their employer money in the process. It’s no surprise, then, that many adjuster phrases come across as vague or even misleading.
Do you need to provide a recorded statement? Is the insurer really investigating your claim? What should you do when they make “their final offer”? If you’ve found yourself puzzled by these situations, you’re not alone.
This guide will help personal injury clients and accident victims decipher the true meaning behind four common adjuster phrases and how you should handle each one.
Understanding Insurance Adjuster Communication
Before we discuss specific phrases, it’s important to understand the adjuster’s role. Insurance adjusters work for the insurance company—not for you. Their main goal is to protect company profits by minimizing payouts. This means their communication is often framed in a way to reduce liability or get claimants to settle for smaller amounts.
Being aware of their priorities can help you better interpret what’s being said and ensure you make decisions that truly benefit your claim. Now, let’s break down four common adjuster phrases and what they actually mean.
1. “We need a recorded statement.”
What They Say
This is often one of the first things an adjuster will request. They may frame it as a routine or required step in the claims process. You might hear something like:
- “We can’t move forward without your recorded statement.”
- “It’s just to get your side of the story.”
What They Really Mean
What the adjuster really wants is to lock you into a version of events that can later be used against you. They’re looking for inconsistencies, admissions of fault, or even small errors that could hurt your case. Remember, anything you say in a recorded statement can be scrutinized and twisted to minimize your payout.
How to Respond
Politely decline to provide a recorded statement without consulting your attorney. You’re not legally required to do so immediately, and having an experienced lawyer by your side ensures you won’t unintentionally jeopardize your claim.
Example response:
“I’d like to speak with my attorney before providing any recorded statements. Once I do so, I’ll get back to you.”
2. “We are still investigating.”
What They Say
If you’re eagerly waiting to hear back about your claim, you might encounter this phrase. It could sound like:
- “We’re still gathering the necessary documents.”
- “We’re doing everything we can, but these things take time.”
What They Really Mean
This could mean two different things:
- They’re genuinely reviewing your claim, especially if the accident involved complicated circumstances or multiple parties.
- They’re stalling. Adjusters might delay processing your claim in hopes that you’ll grow frustrated and accept a lower settlement.
The longer they drag things out, the more financial pressure mount on you to settle quickly.
How to Respond
Follow up with the adjuster periodically for updates while keeping detailed records of all communications. You can also involve your attorney to escalate the process if delays become excessive.
Example response:
“I understand investigations take time, but I need clarity on why there’s a delay. Could you provide a specific timeline for when I can expect updates?”
3. “We are only responsible for the medical bills.”
What They Say
Insurance adjusters often try to narrow the scope of what they’re willing to pay. Here’s how they might put it:
- “Unfortunately, pain and suffering isn’t covered under your policy.”
- “Our policyholder is not responsible for lost wages.”
What They Really Mean
This is their way of minimizing the overall settlement. Insurance companies often focus solely on hard costs like medical expenses and try to downplay or ignore larger damages, such as lost income, emotional distress, or decreased quality of life.
How to Respond
This is a tactic to pay less than what you’re entitled to. You are likely eligible for compensation beyond medical bills, especially in cases of personal injury. Push back on these claims with the help of your attorney, who can itemize the full scope of damages and negotiate accordingly.
Example response:
“I believe my claim includes more than medical expenses. My attorney will be in touch to address these concerns.”
4. “Here is our final offer.”
What They Say
During negotiations, you might encounter this phrase:
- “This is the best we can do.”
- “Our final offer is $10,000, take it or leave it.”
What They Really Mean
Most of the time, this isn’t actually their final offer. Adjusters often use this phrase as a negotiation tactic, hoping you’ll feel pressured to settle. They count on you believing you’re out of options, especially if financial stress is a factor.
Insurance companies almost always have room to negotiate further if you hold firm or provide additional evidence supporting your claim.
How to Respond
Don’t accept any offer without first reviewing it with your attorney. Request justifications for their offer in writing and, if necessary, be prepared to push back or escalate the matter to court.
Example response:
“Thank you for your offer. My attorney and I will review this, and we’ll respond once we’ve evaluated everything.”
Takeaways for Accident Victims
Dealing with insurance adjusters can feel overwhelming, especially when their language is deliberately complex or misleading. By understanding the hidden meanings behind common adjuster phrases, you can safeguard your claim and ensure you receive fair compensation.
Here are the key points to remember:
- Recorded statements: Protect your interests by consulting with an attorney first.
- Investigation delays: Stay proactive and demand reasonable timelines.
- Limited responsibility claims: Don’t accept narrow interpretations of coverage.
- Final offers: Most “final offers” are negotiable with the right representation.
If you’ve been injured in an accident, don’t face the insurance company alone. An experienced personal injury attorney can guide you through the process, protect your rights, and fight for the compensation you deserve. Reach out today to ensure your case is handled with the care it requires.
