Your phone rings a day or two after your car accident.
The person on the other end sounds friendly. They ask how you’re feeling. They want to hear what happened. Maybe they tell you they just need to ask a few questions so they can “get everything taken care of.”
It’s the insurance adjuster.
And suddenly you’re wondering:
What am I supposed to say?
It’s an important question because the conversations you have with insurance companies after a car accident can affect your claim.
That doesn’t mean every insurance adjuster is trying to trick you. It does mean you should understand who you’re talking to, what information you are providing, and why the insurance company wants it.
If you’ve been injured in a car accident in Missouri or Kansas, here’s what you should know before that conversation goes very far.
First, Understand Who the Insurance Adjuster Works For
An insurance adjuster’s job is to investigate a claim and evaluate what the insurance company may owe.
If you’re speaking with your own insurance company’s adjuster, that company has contractual obligations to you under your policy.
If you’re speaking with the other driver’s insurance company, the relationship is different.
That insurance company does not represent you.
Its adjuster may be professional, helpful, and perfectly pleasant to speak with. But the adjuster’s job is still to protect the interests of the insurance company.
That distinction matters.
The information you provide may later be used when the company evaluates:
- Who caused the accident
- Whether your injuries resulted from the crash
- How serious those injuries are
- Whether your treatment was necessary
- How much compensation the company should offer
You don’t need to be rude or combative. You simply need to be careful.
What Should You Say When an Insurance Adjuster Calls?
You can generally provide basic factual information without giving a detailed account of the accident or your injuries.
That might include:
- Your name
- Your contact information
- The date and location of the accident
- The vehicles involved
- Basic insurance information
If you’re uncomfortable answering a question or aren’t sure of the answer, you don’t have to guess.
It’s perfectly reasonable to say that you don’t know yet or that you’d like to review the information before responding.
And if you’ve hired an attorney, you can direct the adjuster to your lawyer.
What Should You NOT Say to an Insurance Adjuster After a Car Accident?
This is where people can unintentionally create problems for themselves.
In the days immediately following an accident, you probably don’t know the full story yet.
You may not know exactly how the collision occurred. You may not understand the extent of your injuries. You may not know how much treatment you’ll need.
So avoid making definitive statements before you have the information necessary to make them.
- Don’t Admit Fault
Avoid statements such as:
“I should have seen them.”
“I might have been going a little fast.”
“I wasn’t paying attention.”
“I’m sorry.”
People sometimes apologize instinctively after an accident even when they did nothing wrong.
Determining fault may require reviewing:
- Police reports
- Witness statements
- Photographs
- Video footage
- Vehicle damage
- Accident reconstruction evidence
Let the evidence tell the story.
- Don’t Say You’re “Fine”
This may be the most natural response in the world.
Someone asks:
“How are you doing?”
You say:
“I’m fine.”
But after a car accident, you may not actually know whether you’re fine.
Some injuries become more noticeable hours or days after a collision. Adrenaline can also temporarily mask pain immediately after an accident.
Instead of minimizing what you’re experiencing, be accurate.
If you’re receiving treatment or still being evaluated, say that.
- Don’t Guess About Your Injuries
Avoid making statements such as:
“It’s probably just whiplash.”
“My back isn’t that bad.”
“I think I’ll be better next week.”
You don’t know yet.
Let your doctors determine the nature and severity of your injuries.
This is especially important with injuries that may take time to fully diagnose, including soft tissue injuries, back injuries, concussions, and psychological trauma following an accident.
Do I Have to Give a Recorded Statement?
One of the first things an adjuster may request is a recorded statement about the accident.
Before agreeing, find out which insurance company is asking and whether you are actually required to provide one.
If it is the other driver’s insurance company, you generally should not assume that you are obligated to provide a recorded statement simply because the adjuster requests one.
If your own insurance company is asking, your insurance policy may require cooperation with its investigation.
Even then, it’s important to understand your obligations before giving a detailed recorded statement.
Why?
Because a recorded statement creates a permanent record of what you say very early in the claim.
Imagine you’re asked two days after the accident:
“Are you having any other pain?”
You say:
“No, mostly my neck.”
Three days later, significant lower back pain develops.
Months later, the insurer may point to that first statement and ask why you didn’t mention your back.
That doesn’t necessarily mean the injury isn’t legitimate. It illustrates why giving detailed statements before the medical picture is clear can create unnecessary complications.
If you are unsure whether to provide a recorded statement, speak with an attorney before agreeing.
Be Careful When Talking About Your Medical History
Insurance adjusters may ask about previous injuries, medical conditions, or treatment.
Those questions can be relevant in some claims, but they can also become complicated.
Suppose you injured your back several years ago but had been functioning normally before the accident. The insurance company may argue that your current symptoms are related to the previous injury rather than the collision.
That doesn’t automatically mean you cannot recover compensation.
A car accident can aggravate or worsen a pre-existing condition.
The important thing is to be truthful and accurate without speculating about complicated medical questions you’re not qualified to answer.
Your medical records and healthcare providers can help establish what changed after the accident.
Should You Sign a Medical Authorization?
An insurance company may ask you to sign an authorization allowing it to obtain medical records.
Read it carefully.
Some authorizations may be broader than necessary and could give the insurer access to years of unrelated medical information.
Before signing a broad medical authorization, understand:
- Which records are being requested
- Which healthcare providers are included
- What dates the authorization covers
- Why the information is necessary
You shouldn’t have to surrender your entire medical history simply because you were injured in an accident.
What About an Early Settlement Offer?
Sometimes an insurance company moves very quickly.
You may receive a settlement offer days or weeks after the accident.
At first, that can sound wonderful.
You’ve got medical bills. Maybe you’re missing work. Your car needs repairs. Money now can feel much more useful than money months from now.
But an early settlement deserves careful consideration.
Before accepting, ask yourself:
- Have I completed medical treatment?
- Do I know whether I’ll need physical therapy?
- Will I need surgery?
- Am I still missing work?
- Could this injury affect my ability to work in the future?
- Do I understand all of my medical expenses?
- Do I know the full extent of my injuries?
Once you sign a settlement and release your claim, you generally cannot return months later and ask for additional compensation because your injury turned out to be more serious than expected.
The check may arrive quickly.
Your recovery may not.
Why Insurance Companies May Want to Settle Early
Insurance companies handle thousands of claims.
Resolving a claim early can reduce uncertainty and control costs.
At the beginning of your recovery, however, you may be the person who knows the least about what the accident is ultimately going to cost you.
Consider someone who experiences shoulder pain after a crash.
During the first week, it may look like a strain.
Weeks later, an MRI reveals a significant tear.
Physical therapy doesn’t resolve the problem.
Surgery becomes necessary.
The value of that person’s claim looks very different after the full diagnosis than it did during the first week.
That’s why patience can matter.
What If the Adjuster Says My Injuries Aren’t Serious?
Insurance companies may question injuries for many reasons.
Perhaps you didn’t go to the emergency room.
Maybe your X-rays didn’t show a fracture.
Perhaps you returned to work quickly because you couldn’t afford to miss a paycheck.
None of those facts automatically means you weren’t injured.
Soft tissue injuries, concussions, psychological injuries, and many other conditions may not appear on a basic X-ray.
Your medical providers, diagnostic testing, treatment history, and response to treatment can help establish the seriousness of your injuries.
The best thing you can do is seek appropriate medical care and follow your healthcare provider’s recommendations.
Watch What You Post on Social Media
The insurance adjuster isn’t necessarily the only person paying attention to what you say after an accident.
Social media can become relevant in personal injury claims.
A photograph from a family gathering or a post about going out for the weekend can be presented without context and used to suggest that your injuries aren’t affecting you.
That doesn’t mean you need to disappear from the internet.
It does mean you should think carefully before posting information about:
- The accident
- Your injuries
- Your medical treatment
- Physical activities
- Travel
- Settlement negotiations
And don’t assume privacy settings make everything truly private.
Keep Your Own Records
While the insurance company is documenting its claim file, you should document yours.
Keep copies of:
- Police reports
- Photographs and videos
- Medical records
- Medical bills
- Prescription receipts
- Repair estimates
- Insurance correspondence
- Emails and letters
- Wage statements
- Documentation of missed work
You may also want to keep notes about how your injuries affect your daily life.
For example:
Did you miss your child’s soccer game because you couldn’t sit comfortably?
Are you unable to sleep through the night?
Do you need help with household tasks you normally perform yourself?
Are you nervous driving through the intersection where the accident happened?
The impact of an injury isn’t always captured on a medical bill.
Keep Track of Your Conversations With Insurance Companies
Create a simple log whenever you communicate with an insurance company.
Write down:
- The date and time
- The adjuster’s name
- The insurance company
- The claim number
- What was discussed
- Any promises or requests made
Save emails and letters as well.
Good documentation prevents confusion and gives you a timeline if disputes arise later.
What If the Adjuster Stops Returning My Calls?
Claims don’t always move quickly.
There can be legitimate reasons for delays, including investigations, medical record requests, coverage questions, or disputes about liability.
But repeated unexplained delays are worth paying attention to.
If you’re having difficulty getting information about your claim, document your attempts to communicate.
And if the delays become significant or you believe the insurance company isn’t handling the claim fairly, it may be time to seek legal guidance.
What If the Insurance Company Says I Caused Part of the Accident?
Don’t panic.
Car accidents aren’t always completely one person’s fault.
Missouri uses a comparative fault system, which can allow an injured person to recover compensation even when that person shares some responsibility for an accident. The amount recovered may be reduced according to the person’s percentage of fault.
Kansas also uses comparative negligence rules, although the details differ from Missouri law.
This is another reason not to casually speculate about fault during an early conversation with an adjuster.
A statement that seems insignificant at the time may become important later.
When Should You Let an Attorney Handle the Insurance Company?
Not every minor accident requires an attorney.
But you should consider speaking with a personal injury lawyer when:
- You’ve suffered significant injuries
- You’re receiving ongoing medical treatment
- Surgery may be necessary
- You’ve missed substantial time from work
- Fault is disputed
- Multiple vehicles were involved
- The insurance company is blaming you
- You’ve been asked to give a recorded statement
- You’re being pressured to settle
- The settlement offer doesn’t cover your losses
- The insurer has denied your claim
- You’re simply unsure whether you’re being treated fairly
One of the benefits of hiring an attorney is that you no longer have to manage every conversation with the insurance company yourself.
Your lawyer can communicate with insurers, gather documentation, evaluate damages, negotiate the claim, and help you understand whether a settlement fairly reflects what you’ve lost.
That gives you more room to focus on recovering.
Frequently Asked Questions About Talking to Insurance Adjusters
Do I have to talk to the other driver’s insurance company?
You generally do not have the same contractual obligation to cooperate with another driver’s insurance company that you may have with your own insurer. Before providing a detailed or recorded statement, consider getting legal advice.
Should I tell the adjuster about all of my injuries?
Be truthful about your condition, but don’t speculate or make predictions about injuries that are still being evaluated. Your medical providers are better positioned to diagnose your injuries and determine what treatment you may need.
Can an insurance adjuster use what I say against me?
Statements you make during the claims process can potentially affect how the insurance company evaluates liability, your injuries, and the value of your claim. That’s why accuracy matters.
Should I accept an insurance settlement if it covers my current medical bills?
Not necessarily. Your claim may involve future medical expenses, lost income, pain and suffering, reduced earning capacity, or other damages. Once a claim is fully settled and released, you generally cannot reopen it because additional expenses arise later.
What should I do if the insurance adjuster keeps calling me?
You can ask that communications be made in writing or tell the adjuster you’re seeking legal advice. If you hire an attorney, the attorney can generally handle communications regarding your injury claim.
How soon after a car accident should I contact a lawyer?
If you’ve suffered significant injuries, have ongoing treatment, are facing disputed liability, or are uncomfortable dealing with the insurance company, it can be helpful to speak with an attorney early in the process before giving detailed statements or signing documents.
You Don’t Have to Navigate the Insurance Process Alone
After a car accident, you’re dealing with enough already.
Medical appointments. Vehicle repairs. Missed work. Bills. Pain. And somewhere in the middle of all of it, an insurance adjuster is asking questions and requesting documents while you’re still trying to figure out what happened to your life.
You don’t need to know every insurance rule before answering your phone.
But you should understand that what happens during the early stages of an insurance claim can matter.
Be truthful. Don’t guess. Don’t minimize your injuries. Don’t allow yourself to be pressured into making decisions before you understand their consequences.
And when you’re unsure, ask for help.
At The Pottenger Law Firm, we help people injured in car accidents understand their rights and deal with insurance companies so they can focus on getting better.
Learn more about our Car Accident Services and Personal Injury Practice Areas, or contact The Pottenger Law Firm to schedule a consultation.
