After a car accident, you might get a call from an insurance adjuster soon after. That first conversation is important, and what you say can impact your claim. If the at-fault insurance company calls, knowing how to respond can help you stay calm and protect your rights. This script gives you clear language to guide the conversation and lower your stress.

The Role of an Insurance Adjuster

Insurance adjusters work for the insurance company, not for you. Their job is to look into the claim, decide who is responsible, and often try to limit what the company pays. Adjusters may ask questions that sound routine, but your answers can affect your claim. Being careful during these calls helps you avoid mistakes and keeps the insurance company from using your words against you.

Preparing for the First Call from the At-Fault Insurance Company

The first call usually comes just days after the accident. Many people wonder, “Should I answer the insurance adjuster’s call?” If the at-fault insurance company contacts you, take a moment to pause and remember that you don’t have to answer questions right away. Handling these calls well starts with setting clear boundaries.

The Information Packet: What Details to Provide

When an adjuster calls, only give the information needed to identify yourself and allow them to contact you again. Sharing more details could hurt your claim.

Share only:

• Your full name
• Your address
• Your phone number

The Script: How to Handle Insurance Adjuster Calls

Use this script for car accident calls to help you stay in control, protect your rights, and feel less stressed. It will help you handle insurance adjuster calls calmly and with confidence.

Initial Contact

Keep your answers brief, stick to the facts, and stay in control.

You Say:

• “My name is [your full name].”
• “My address is [your address].”
• “My phone number is [your phone number].”

They Say:

Adjusters may start with open-ended questions like “How’s everything going?” to get you talking.

Don’t answer those questions. Just give your basic information. You don’t have to explain anything during this call, and it’s okay to stay silent.

Brick Wall Phrases

If an insurance adjuster asks for details about the accident, your injuries, or wants a recorded statement, respond firmly and politely to stop these questions.

They Say:

• “How are you feeling?”
• “Can you tell me what happened?”
• “Who do you think was at fault?”

You Say:

• “I’m not going to discuss the details of the accident at this time.”
• “I am still getting medical treatment and will not be discussing my injuries.”
• “I will not be providing a recorded statement.”

Repeat these phrases as often as needed. You don’t need to explain or defend your choice.

Redirecting Future Communication

The goal of this call is to end direct contact and have all communication go through your lawyer. Once you get to this point, stop answering any more questions.

You Say (if you have already hired a lawyer):

“My attorney will be handling all communication going forward. Please contact Roberts Markland LLP directly.”

You Say (if you are in the process of hiring a lawyer):

“I am in the process of hiring legal counsel, and they will be in contact with you shortly.”

After you say either version, end the call. This keeps the adjuster from pressuring you or collecting statements without your lawyer there.

Additional Tips for Dealing With Insurance Adjusters

Simple habits during calls with adjusters can help protect your claim and lower your risk.

• Keep responses short and consistent
• Avoid casual conversation or speculation about fault or injuries
• Decline recorded statements, especially early in the claim process
• Treat every call as part of a legal process, not a friendly check-in

Protect Yourself Before the Insurance Company Takes Control

Insurance adjuster calls can feel intimidating because so much is at stake. A clear script helps you avoid saying things that could hurt your claim. You don’t have to deal with these calls alone. A Roberts Markland LLP personal injury lawyer can handle adjuster calls for you.

If you need help right away, contact us today or call 936-253-6182 to talk with us and take control of your case.

Image credit: // Shutterstock // ARMMY PICCA