Why the Insurance Adjuster is Not Your Friend

In the days after a car accident, you will get a phone call. The person on the other end will be professional, polite, and will sound incredibly helpful and concerned. They will introduce themselves as the insurance adjuster assigned to your claim, and they will tell you that their goal is to “help you through this difficult process.” They will ask how you are feeling, show empathy for your situation, and assure you that they are on your side.

This is a carefully crafted illusion. The single most important thing you must understand when handling a car accident claim is this: The at-fault party’s insurance adjuster is not your friend.

They are not your advocate, and they are not a neutral party. They are a trained professional employee whose primary, singular duty is to protect the financial interests of their employer, the insurance company. And the best way for them to do that is to pay you as little as possible. Their goals and your goals are in direct opposition.

Useful Information for You: In a Nutshell

• They Work for the Insurance Company, Not You: The adjuster’s job is to protect their company’s bottom line. Their loyalty is to their employer.
• Their Goal is to Minimize Your Claim: Every dollar they can avoid paying you is a dollar saved for their company. This is their primary performance metric.
• They Use Kindness as a Tactic: An adjuster’s friendly and helpful demeanor is a deliberate tactic designed to get you to trust them, lower your guard, and say things that can harm your claim.
• Every Conversation is an Investigation: The adjuster is not just “checking in.” Every question they ask is designed to gather information they can use to devalue your claim.
• They are a Professional Negotiator: You are an amateur in their professional arena. The best way to level the playing field is to have your own professional—an attorney—speak for you.

The Adjuster’s True Role and Objectives

An insurance adjuster is a claims investigator and negotiator. Their job is to analyze your claim and find any legally defensible reason to:

• Deny the claim altogether by arguing their driver was not at fault.
• Minimize the value of your injuries by getting you to admit you “feel fine.”
• Dispute your medical treatment by arguing it wasn’t necessary.
• Challenge your lost wages by questioning your time off work.
• Get you to accept a quick, lowball settlement before you know the full extent of your damages.

Common Tactics Used by Insurance Adjusters

1. The “Friendly and Helpful” Approach

The adjuster will often act as your guide, creating a sense of trust. They do this to encourage you to give a recorded statement, sign broad medical authorizations, and speak openly about the accident. They know that an unrepresented, trusting person is likely to make mistakes that will hurt their claim.

2. Asking Leading and Tricky Questions

Their questions are never idle chit-chat. They are carefully designed.

• “How are you feeling today?” (Hoping you’ll instinctively say “I’m fine.”)
• “So, you were in a hurry to get to work?” (Trying to get you to admit you might have been speeding.)
• “Tell me in your own words what happened.” (Hoping you’ll say “I’m sorry” or speculate about your own actions.)

3. The Quick, Lowball Settlement Offer

One of the most common tactics is to offer a small check (e.g., $1,000 or $2,000) within the first week of the accident. They will tell you it’s to “help with your immediate bills.” This offer has one purpose: to get you to sign a “Release of All Claims” form before you realize the true severity of your injuries (like whiplash or a concussion) and the full value of your case. Accepting that check is a final, irreversible mistake.

How to Protect Yourself

The best way to deal with the at-fault driver’s insurance adjuster is to not deal with them at all.

• Limit the Conversation: In your first and only call with them, provide only your basic contact information.
• Decline a Recorded Statement: Politely but firmly refuse to give a recorded statement.
• Do Not Sign Anything: Never sign any document, especially a medical authorization or a release, without having it reviewed by an attorney.

The moment you hire a lawyer, the dynamic changes. Your attorney takes over all communication with the adjuster. The adjuster can no longer use their tactics on you, and they are now forced to deal with a professional who knows the law, understands the true value of your claim, and has the power to take them to court.

If you have been in a car accident in the Tacoma area and are receiving calls from an insurance adjuster, it’s time to get your own advocate. Search the Car Accident Lawyer Directory Tacoma to find and compare trusted local attorneys who will fight for your best interests, not the insurance company’s.

References

• Washington State Office of the Insurance Commissioner (OIC) – Appealing a denied claim or settlement offer:Official guidance for consumers that explains the adversarial nature of the settlement process and your rights when you disagree with an insurer’s offer.

  https://www.insurance.wa.gov/what-do-if-your-claim-denied-or-you-disagree-settlement-offer

• Washington Administrative Code (WAC 284-30) – Trade Practices:The official state regulations that govern the conduct of insurers and adjusters, defining unfair and deceptive practices.

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

• NOLO – “The Role of the Insurance Adjuster in a Personal Injury Claim”:A reputable legal resource for consumers that provides a clear-eyed view of an insurance adjuster’s true role and motivations.

  https://www.nolo.com/legal-encyclopedia/the-role-of-the-insurance-adjuster-in-a-personal-injury-claim.html