What to Say to the Claims Adjuster

The adjuster works for the carrier, not you

The claims adjuster's job is to settle your claim accurately — but also economically. Anything you say can and will be used to determine the payout. That doesn't mean you should be hostile or uncooperative, but you should be precise.

What to say

• The date and approximate time the loss occurred
• Observable facts: what you saw, what was damaged, what is missing
• "I am still assessing the full extent of the damage"
• "I'd like a copy of the claim file and all inspection reports"
• "Can you walk me through what the next step is and the expected timeline?"

What not to say

• ✕ "I think it was probably my fault" — admit nothing about fault until you know the facts
• ✕ "I'm not really injured" — don't minimize injuries in the first call; symptoms can appear days later
• ✕ "The damage is about $5,000" — don't estimate value before getting a professional assessment
• ✕ Anything about prior damage, prior claims, or pre-existing conditions unless directly asked
• ✕ "I accept the settlement" — never verbally accept a settlement without reviewing it in writing first

Always get it in writing

After every adjuster conversation, send a brief email summarizing what was discussed and agreed. This creates a paper trail. If they say coverage is denied, ask for the denial in writing with the specific policy language they are relying on.

When to involve a public adjuster

For large or complex claims — major structural damage, large business interruption losses, disputed liability — a public adjuster works on your behalf for a percentage of the settlement. This can be worth it when the carrier's initial offer is significantly below your actual loss.