Insurance adjusters use proven psychological tactics on every call. Learn the six most common techniques and exactly what to say to protect your claim.
The Phone Call That Decides Your Settlement
Every insurance claim involves at least one phone call with an adjuster. For most policyholders, that call is the moment everything goes wrong. The adjuster sounds friendly. They ask questions that seem reasonable. They mention numbers that sound generous. Twenty minutes later, you have agreed to things that quietly tank your claim — and you do not even know it happened.
Adjusters take hundreds of these calls per month. They follow a script. They have psychological training. They are very, very good at their jobs. You, on the other hand, are improvising for the first time in your life.
The good news: every tactic adjusters use has a clear, effective counter. Knowing what to expect — and what to say — is how you protect your claim.
Six Tactics Adjusters Use on Every Call
1. The Friendly Opener
"Hi, just calling to check in. How are you doing today?"
A normal human response is "Fine, thanks." If you say that, the adjuster will note it in your file. Months later, when you claim ongoing pain, that "fine" gets used against you.
AI coaching prompt: "Do not say 'fine.' Respond: 'I'm dealing with the situation as best I can.'"
2. The Recorded Statement Pivot
"Mind if I record this for my records?"
Recorded statements lock you into specific answers. Once recorded, they can be replayed at deposition or trial.
AI coaching prompt: "You have the right to refuse. Say: 'I prefer not to give a recorded statement at this time.'"
3. The Detail Trap
"Can you walk me through exactly what happened?"
The more details you give, the more chances for the adjuster to find inconsistencies later. They will compare your phone account to your written statement, the police report, and any future testimony.
AI coaching prompt: "Keep it brief. Refer to the police report. Do not speculate about anything you did not directly observe."
4. The Prior Injury Probe
"Have you ever had any back problems before this?"
Even unrelated prior conditions can be used to attribute current pain to "pre-existing conditions."
AI coaching prompt: "Do not volunteer medical history. Say: 'I'd prefer to discuss my medical situation through written documentation from my doctors.'"
5. The Quick Settlement Push
"Look, I can authorize $3,500 right now if we can wrap this up today."
Pressure to settle quickly is the single biggest red flag in any claim. Quick settlements are always far below what the claim is worth.
AI coaching prompt: "Do not accept. Say: 'I appreciate the offer, but I need to consult with my advisors and review my full damages before making any decision.'"
6. The Fault-Sharing Question
"Were you maybe going just a little fast yourself?"
Any admission of partial fault — even casual — can reduce your recovery in comparative negligence states.
Counter: "Refer to the police report. Say: 'The police investigation determined fault. I'm comfortable with their findings.'"
What to Do Before Every Adjuster Call
Preparation is the great equalizer. Before each call:
- 1Review the police report and your own written account of the accident.
- 2Know the current value of your vehicle and your documented damages.
- 3Write down what you will and will not discuss — and stick to it.
- 4Follow up every phone call with a written summary emailed to the adjuster.
The adjuster is trained and experienced. Preparation is how you match that advantage.
