Critical phrases to use and avoid when speaking with insurance adjusters to protect your claim.
Every Word Matters
Your first conversation with an insurance adjuster can make or break your claim. Adjusters are trained to extract information that reduces your payout. They are professional communicators — you need to be equally prepared.
This guide covers exactly what to say, what not to say, and why each phrase matters.
What NOT to Say — Ever
"I'm fine" or "I feel okay"
Even as a casual pleasantry, this phrase will be quoted in your file as evidence that you were not injured. Say instead: "I am still being evaluated by my doctors."
"It was partly my fault" or "I could have avoided it"
Any admission of fault — even partial — reduces your settlement. Let the police report and evidence determine fault. Say instead: "The facts of the accident are documented in the police report."
"I'm sorry"
An apology implies responsibility. Even if you are naturally polite, do not apologize.
"I don't have a lawyer"
This tells the adjuster there is no one checking their work. They may be more aggressive with lowball offers. Say instead: "I am managing my claim and will involve legal counsel if needed."
Specific injury details or diagnoses
Do not provide medical diagnoses or predict your recovery timeline. Say instead: "My medical providers are still evaluating my condition and I will share their findings when treatment is complete."
A specific dollar amount (too early)
Do not throw out a number before you know the full extent of your damages. Let them make the first offer.
What TO Say
"I was involved in an accident on [date] at [location]"
Stick to basic facts: when, where, what happened. No speculation about cause or fault.
"I am currently under medical care"
This establishes that you have injuries without providing details that can be used against you.
"I prefer to communicate in writing"
Written communication creates a paper trail and prevents misquotes. You have this right.
"I need to review that with my records before responding"
Never feel pressured to answer on the spot. You can always take time to prepare a response.
"Please send that request in writing"
If they ask for documents or information verbally, ask for a written request. This protects you and creates documentation.
"I will provide my documentation when my treatment is complete"
This sets the expectation that you will not rush to settle.
The Recorded Statement
When the adjuster asks for a recorded statement, you have three options:
- 1Decline entirely — You have this right. "I prefer not to provide a recorded statement at this time."
- 2Delay — "I would be happy to provide a statement once my medical treatment is complete and I have a full picture of my damages."
- 3Accept with preparation — If you choose to give one, prepare written answers in advance. Stick to facts. Answer only what is asked — do not volunteer information.
Phone Call vs. Written Communication
Phone calls benefit the adjuster because:
- They can use leading questions
- Your off-the-cuff responses may be imprecise
- There is no written record you can review
- They can control the pace and direction
Written communication benefits you because:
- You can review and edit before sending
- Everything is documented
- You can consult resources or advisors before responding
- There is a clear record of what was communicated
Request that all communication be in writing whenever possible.
Script for the First Call
When the adjuster first calls, here is a simple script:
"Thank you for calling. I was involved in an accident on [date] at [location]. The police report number is [number]. I am currently under medical care for injuries related to the accident. I am not prepared to discuss the details of my injuries or provide a recorded statement at this time. I will be gathering my documentation and will be in touch when I have a complete picture. Please send any requests in writing to [your email]."
This is professional, polite, and protects your interests completely.
InsurifyAI Real-Time Coaching
Our real-time call coaching feature listens to your adjuster calls and provides on-screen prompts — telling you exactly what to say and what to avoid in the moment. You never have to memorize a script. The AI handles it for you.
