How to Talk to an Insurance Adjuster in Washington State

In the days after a car accident, you will enter into a series of conversations with a person who holds a great deal of power over your financial recovery: the insurance adjuster. Whether it’s an adjuster from your own insurance company handling your PIP and collision claim, or the adjuster from the at-fault driver’s company, knowing how to communicate with them is a high-stakes skill.

It is essential to understand that a conversation with an insurance adjuster is not a casual chat. It is a professional negotiation in which you have a financial interest and they have a duty to their employer to pay out as little as possible. They are trained, experienced professionals who handle hundreds of claims a year.

Your words have weight. Everything you say will be noted in your file and can be used to interpret the facts of your case. By being prepared, disciplined, and strategic in your communication, you can protect your rights and keep your claim on a path toward a fair settlement.

Useful Information for You: In a Nutshell

• Be Polite, but Be Firm: Always maintain a calm and professional tone, but do not be a pushover.
• Stick to the Facts: Do not offer opinions, speculate about the accident, or give unnecessary personal information.
• Never Give a Recorded Statement: You are not required to give a recorded statement to the other driver’s insurance company. Politely decline.
• Do Not Downplay Your Injuries: Never say “I’m okay” or “I’m fine.” State that you are receiving medical care and the full extent of your injuries is not yet known.
• Keep a Log: After every phone call, write down the date, time, the adjuster’s name, and a summary of what was discussed. Create a paper trail.
• Let a Lawyer Do the Talking: The safest and most effective strategy is to have an experienced attorney handle all communications with the at-fault party’s insurer.

The Two Types of Adjusters You Will Talk To

1. Your Own Insurance Adjuster (First-Party Claim)

This is the adjuster handling your PIP or Collision claim. Your relationship with them is contractual. You have a duty to cooperate, which means you must communicate with them and provide the information they need to process your benefits. While they work for your company, their goal is still to control costs, so you should still be careful and factual in all your conversations.

2. The Other Driver’s Insurance Adjuster (Third-Party Claim)

This is the most adversarial relationship. This adjuster’s job is to protect their company by finding reasons to devalue or deny your claim. You have no duty to cooperate with them beyond providing the most basic factual information. Your communication with this person should be extremely limited and strategic.

The “Script”: A Guide for Your Conversations

What to Say:

• Provide Basic Facts Only: “The accident happened on August 1st, 2025, at the intersection of Pearl St and 6th Ave in Tacoma. The police report number is [Number].”
• Be Clear About Your Intentions: “I am still undergoing medical treatment and will be submitting all of my medical bills and records for my personal injury claim when my treatment is complete.”
• Use “I Don’t Know” or “I Don’t Recall”: If you are unsure about any detail, do not guess. It is perfectly acceptable and much safer to say you don’t know.

What NOT to Say:

• “I’m sorry.” (This can be interpreted as an admission of fault).
• “I’m fine.” (This will be used to argue your injuries aren’t serious).
• “I think the other driver…” (Do not speculate on what the other driver was doing).
• “It was just a minor accident.” (Do not downplay the severity of the impact).
• “I was on my way to…” (Do not offer any unnecessary personal details).

The Recorded Statement Trap

The third-party adjuster will almost always ask you for a recorded statement. As we’ve covered in detail, you should politely but firmly decline this request. The sole purpose of this recording is to get you on the record with statements that can be used against you later.

Your Script: “I am not comfortable providing a recorded statement at this time. I am happy to provide the basic information in writing, but all further detailed communications will have to go through my attorney.”

The single best way to handle an insurance adjuster is to not have to. When you hire a lawyer, they become a shield. They take over all communications with the at-fault party’s insurer, protecting you from the traps and tactics designed to undermine your claim.

If you’ve been in a car accident in the Tacoma area and are facing calls from an insurance adjuster, you don’t have to handle it alone. Search the Car Accident Lawyer Directory Tacoma to find and compare trusted local attorneys who can take on this burden and fight for the full value of your claim.

References

• Washington State Office of the Insurance Commissioner (OIC) – What to do if you have an accident:Official guidance for Washington consumers that explains your rights and responsibilities when dealing with insurance adjusters.

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

• Washington State Bar Association (WSBA) – Public Resources:The WSBA provides guides to the legal system, including the role of lawyers as advocates and communicators on behalf of their clients.

  https://www.wsba.org/for-the-public