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What to know before you talk to a claims adjuster.

Claim files are built out of documents and recorded words. Understanding what is being asked, and why, keeps a routine call from narrowing your options.

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Reviewed July 24, 2026 · Berhe Jones LLP

General information only. This guide is not legal advice, does not calculate a deadline, and does not create an attorney-client relationship. Representation begins only after conflicts review and a signed written agreement.

An adjuster's job is to investigate and value a claim for the company that employs them. That is a legitimate role, and it is not the same role as yours.

This guide is general information, not legal advice about your policy or your claim. It explains what the common requests are, what they typically do, and what to record along the way.

The first call

Two minutes of notes now saves weeks of reconstruction later.

  • Record the date, the caller, the company, the claim number, and the direct contact information
  • Ask which policy and which insured the call relates to
  • Ask what is being requested and by when, then write the answer down
  • Give accurate identifying information and avoid speculating about fault, speed, or injuries
  • Follow up important calls with a short email confirming what was discussed

The three requests to slow down on

Each can create a lasting record or affect the scope of a claim.

  • A recorded statement, which becomes a transcript that can be used later
  • A blanket medical authorization, which can open records well beyond the incident
  • A release, which may end or narrow the claims covered in exchange for the payment described
  • Any deadline attached to those requests, in writing, with the date it was given

What to ask for in writing

A claim file you can read is a claim file you can question.

  • A complete copy of the policy, including declarations and endorsements
  • The specific provisions the company is relying on for any denial or reduction
  • The written reason for a delay, and what is still outstanding
  • Copies of the estimates, inspection reports, or valuations being used
  • Confirmation of what has been received and what remains missing

If the claim is delayed, underpaid, or denied

Keep the record intact and keep it moving.

  • Save the denial or reservation-of-rights letter exactly as received
  • Write a dated chronology of every submission, call, inspection, and response
  • Do not discard, repair over, or dispose of damaged property before it is documented
  • Keep track of any policy duties or written deadlines while seeking advice about the dispute
  • Get the letters reviewed rather than assuming the stated reason is the whole story

Preserve these before anything else

  • Every letter, email, estimate, and voicemail from the company
  • Photographs of damaged property before repair, cleanup, or disposal
  • Your own dated log of calls, including who said what
  • Anything you were asked to sign, whether or not you signed it

Keep originals intact, work from copies, and do not send sensitive records through a public form.

What to expect

What the first review actually does.

  1. A policy-first review

    The policy language and the insurer's stated position are read together before anything else is assessed.

  2. A chronology review

    Timing of submissions, inspections, and responses is often as important as the substance.

  3. A documentation gap check

    What the company says is missing, and what you already sent, are compared directly.

  4. A next-step decision

    The firm may accept, refer, co-counsel, or decline after conflicts and fit review. No result is promised.

Frequently asked

Common questions about this guide.

Is a recorded statement required?

Your own policy may include cooperation obligations, which is different from a request by another party's insurer. Before agreeing, ask what the statement is for, note the request in writing, and get it reviewed if you are unsure.

What does a release actually do?

A release generally ends the claim it covers in exchange for the stated payment. Because it can close options permanently, it should be read completely and reviewed before signing, not after.

Why do they want my full medical history?

A broad authorization can reach records unrelated to the incident. It is reasonable to ask for the scope, the time period, and the providers to be limited to what the claim actually concerns.

Next step

Keep the first message short and conflict-safe.

Use a date list, a party list, a concise event summary, and a description of the records you have. Do not send privileged, highly sensitive, or urgent information through a public form. If time may matter, call 909-609-6685 instead.

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