Who are they?
Insurance adjusters come with different titles, such as claims specialist, claims representative or independent claims analyst. They have many titles but they usually have the same job, perform an equal function and do the same work.
Adjusters are usually assigned a heavy load of new claims each month. Because of this they are continually working to close as many files as possible, just to stay even. When it comes to a case of clear liability they're under pressure to settle your claim - to get rid of it and move on. Closing files and moving on! These five words describe one of the basic elements of the insurance adjuster's work life. Keep in mind that the
weight of their case load comes down on your side of the scale. Most people aren't aware of the advantage this holds for them.
Many adjusters often search for a way to finalize a case. Contrary to what many people assume, a typical adjuster is not determined to deny claims. His fixation is on terminating them. The easiest way to do this is to make a payment. When faced with a situation in which there's justification to support a payment his goal is to look for a way to get rid of it, rather than allow it to bubble and boil in Limbo.
Here is some advice on how to handle first conversation with an adjuster:
1) Remain Calm And Polite
The accident you were the victim of may have upset you, but keep in mind that taking out your frustration or anger on the person calling you won't help to get properly compensated. They're only human. Nobody responds kindly to verbal abuse.
2) Provide Only Limited Personal Information
You only need to provide them with your name, address and telephone number.
You can tell them what type of work you do, and where you're employed, but at this point in time you need not explain or discuss any more than that about your work or your income, etc. You're not obligated to provide any other personal information and you should keep the initial conversation brief and to the point.
3) Give No Details Of The Accident
You may be asked to dictate a statement, right then and there over the telephone, about how the accident happened. Politely refuse any discussion of the facts of the accident except the most basic. For example, tell them you would rather not discuss any facts even as basic as where and when it took place, the type of accident and the vehicles involved. Tell them you will discuss the facts further, at the appropriate time.
4) Provide No Details Of Your Injuries
The person on the other end of the phone will want to know about your injuries. It is not wise to give them any detailed description. It's much too early. Be cautious. Holding your injury information "close to the vest" is the only route you should take because you may leave something out, or discover an injury later, or your injury may evolve into something much worse than you originally thought. Advise them you'll be seeking or continuing medical treatment. There's no law or rule that says you have to tell them what doctors or medical providers you're seeing, and you should not provide that yet.
5) Limit Your Conversations
Let the person you're talking to know that until you've finished gathering all the facts regarding the accident, been discharged from your doctor and are fully recovered from your injuries, you'd rather not discuss how the accident happened, the extent of your injuries or what a settlement figure should be. In some situations it may not be practical to stop all phone conversations. For example, you may need to discuss repairs to your car. If you do speak to that person, and/or the adjuster, you should set the limits on the place and time (your home or at work - morning or evening, etc.) for contact. It's important to remember that until you've had an opportunity to investigate, plus determine the extent and duration of your injuries and how long it will take to recover from them, you won't have any accurate information to offer.
6) Do not sign anything!
Not only should you not sign any documents whatsoever, but before you provide anybody with information about your accident there are a number of fundamentals you should review so you're confident all the essentials are covered.
How to deal with adjusters:
Be pleasant but firm. No matter how much in the wrong the person is that hit you, no matter how they acted at the scene of the accident, and no matter what foolishness they may have verbalized to, or at you, don't take it out on the adjuster. It's not the adjuster's fault if the person who smashed into you is a chowderhead.
IT'S IMPORTANT TO REMEMBER: Never underestimate the value of the adjuster's impressions and conclusions about you. When you are first contacted, avoid giving the impression that you are fully recovered. If he likes you, that's money in the bank. On the other hand, if they get upset at you, that information often ends up in your file. This data can sometimes be set in cement and, without your ever being aware of it, haunt you to the last day and the last dollar of your settlement.
As a general rule adjusters want to move cases. But, if they get upset at you, even if prudence and fairness dictates you should be paid right away, they can choose to sit on your claim forever. And, should they decide to pay you back for being unpleasant, bullheaded and/or impossible to speak, deal or reason with, that becomes a strong possibility.
You should meet an adjuster's reasonable questions with prudent answers. But, be careful, because some questions aren't legitimate - sometimes they may be intended to learn something that has the potential to influence you to settle your claim for less than it's worth. There's a simple negotiation rule to follow: If the inquiry seems reasonably necessary for the adjuster to obtain an accurate picture and assessment of your claim, be sensible in your response. But, if you're not sure whether a question is logical or not, say "I'm not certain that's a reasonable request." Wait and allow him to explain why it is !
The adjuster may tell you he wants you to be examined by the doctor of his choice. Beware of such a request. Doctors assigned by the insurance company are notorious for finding nothing wrong with the claimant, and for stating, in the report they're paid to execute, that "there is no objective basis" for your complaints. You don't have to agree to be examined by the insurance company doctor! The insurance company cannot insist that you submit to their doctor for an examination unless your claim actually becomes a formal court case. Hold your ground until your attending physician has released you. After that it's okay to agree to be examined because by then it's too late! So much time will have passed it will be impossible for them to minimize the pain, discomfort and suffering your injury caused you.
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