Best Practices for Communicating with Insurance via Email

In a car accident claim, every conversation matters. But while a phone call can be forgotten or misremembered, an email is a permanent, time-stamped record. This is why communicating with insurance adjusters via email is a powerful and strategic choice. It creates a “paper trail” that can be used to document your entire negotiation, protect you from misunderstandings, and hold the insurance company accountable.

However, just like a verbal statement, your written words can be used against you. An emotional, rambling, or speculative email can do just as much damage to your claim as a poor phone call.

Adhering to a few simple best practices for email communication can ensure that you are creating a clear, professional, and effective record that strengthens your case and protects your rights.

Useful Information for You: In a Nutshell

• Create a Paper Trail: Email is the best way to document your communication with an insurer. It creates a written record of offers, agreements, and conversations.
• Always Be Professional: Use a clear subject line, polite language, and proper grammar. Treat every email as a formal business communication.
• Stick to the Facts: Do not include emotional language, apologies, or speculation about the accident. Present information in a clear, factual, and concise manner.
• Use Email to Confirm Phone Calls: After any phone conversation with an adjuster, send a brief follow-up email to summarize the key points and create a record of what was discussed.
• Your Lawyer Should Handle Most Communication: While these tips are useful, the safest practice is to have your attorney manage all substantive communication with the at-fault party’s insurer.

1. Craft a Clear and Professional Subject Line

An adjuster handles hundreds of claims. Make their job easier and ensure your email is properly filed by using a clear and consistent subject line for every message.

• Include: Your full name, your claim number, and a brief description of the email’s topic.
• Example: John Doe - Claim #12345 - Follow-up to our call on 08/03/2025
• Example: Jane Smith - Claim #67890 - Submission of Repair Estimate

2. The Golden Rule: Facts, Not Feelings

An email is not the place to vent your frustration or tell a long, emotional story. Every sentence should be factual and to the point.

• Bad: “I can’t believe your driver was so reckless, he totally ruined my life and I’m in agony. This whole process is a nightmare and you guys are taking forever.”
• Good: “This email is to follow up on the status of the liability decision for my claim. Please provide an update by the end of the week. As a reminder, my medical treatment for the injuries sustained in this accident is ongoing.”

3. Use Bullet Points and Be Concise

For clarity, present information in a simple format. If you are asking multiple questions or providing several pieces of information, use a numbered list or bullet points. This makes your email easy to read and ensures the adjuster addresses each of your points.

4. The “Confirmation Email”: Your Secret Weapon

This is one of the most powerful strategies you can use. Insurance adjusters may make promises or agreements on the phone that they later deny. You can prevent this by creating your own record.

After every single phone call with an adjuster, immediately send a brief email that starts with:

“Dear [Adjuster’s Name],

This email is to confirm my understanding of our phone conversation today, [Date]. My understanding is that you have agreed to [summary of the agreement, e.g., ‘approve the rental car for an additional week’] and that you will be [summary of their action, e.g., ‘sending the approval to Enterprise by tomorrow’].

If my understanding is incorrect, please let me know in writing.

Sincerely,

[Your Name] / Claim #[Number]”

This simple email creates a formal record and makes it very difficult for the adjuster to go back on their word.

5. Know When to Stop Writing

While these tips are helpful for managing the administrative parts of your claim, you should never try to negotiate the full value of your personal injury settlement over email by yourself. Writing a formal demand letter and negotiating complex damages like pain and suffering and future medical care is a task that requires the expertise of an experienced attorney.

An attorney will take over all communications with the at-fault insurer, protecting you from the risk of saying or writing something that could be used against you. If you have been injured in a car accident in the Tacoma area, search the Car Accident Lawyer Directory Tacoma. Compare profiles and find a trusted local professional who can be your voice and your advocate.

References

• Washington State Office of the Insurance Commissioner (OIC) – What to do if you have an accident:

  Official guidance on the claims process, which emphasizes the importance of documenting everything, a key benefit of using email.

  https://www.insurance.wa.gov/what-do-if-you-have-accident-and-need-file-claim

• Washington Administrative Code (WAC 284-30-350) – File and record documentation:

  The official state regulation that requires insurance companies to maintain a detailed and accurate log of all communications related to a claim.

  https://apps.leg.wa.gov/WAC/default.aspx?cite=284-30-350