How Insurance Adjusters Actually Work
Insurance adjusters aren't your advocates. They work for the insurance company, and their performance is measured partly by how much money they save on claims. Understanding their tactics helps you protect yourself.
Common Adjuster Tactics That Cost You Money
The Quick Settlement Offer
An adjuster calls within 48 hours of your accident with a "generous" offer. They want you to settle before you've seen a doctor, gotten a proper repair estimate, or discovered hidden damage. Quick settlements almost always favor the insurer.
The Low Initial Estimate
The adjuster writes an estimate that's 20-40% below what your body shop charges. They'll use lower labor rates, substitute aftermarket parts, and skip procedures they consider "optional" — like blending adjacent panels to match paint.
This is a negotiating position. The insurer expects your shop to submit a supplement for the difference. But if you don't know supplements exist, you might accept the low number.
Recorded Statement Requests
Your insurer may ask for a recorded statement "for the file." You're generally required to cooperate with your own insurer, but you're not required to give a recorded statement to the other driver's insurance company. Anything you say can be used to reduce your claim.
Delay Tactics
Slow responses, repeated requests for the same documents, "losing" paperwork — delays pressure you to accept a lower offer just to end the process. If an adjuster takes more than 30 days to respond, most states consider that an unfair claims practice.
The "Prevailing Rate" Argument
When your body shop charges $68/hour for labor but the insurer only wants to pay $52/hour, they'll cite a "prevailing rate" for your area. Ask them to provide the survey data backing that number. Many insurers use outdated or cherry-picked rate surveys.
How to Protect Yourself
Document Everything From Day One
Take photos of all damage before anything moves. Save every text, email, and letter from the insurance company. Log every phone call — date, time, who you spoke with, what was said.
Don't Accept the First Offer
The first offer is almost never the best offer. Get an independent estimate from a body shop you trust. If the numbers don't match, ask your shop to contact the adjuster directly.
Use the Appraisal Clause
If you and the adjuster can't agree on repair costs or total loss value, most policies include an appraisal clause. Each side hires an appraiser, and a neutral umpire settles the dispute. This costs $200-500 but resolves most disagreements.
When to Escalate
- Ask for a supervisor. Frontline adjusters have limited authority. A supervisor can often approve amounts the initial adjuster couldn't.
- File a state complaint. Contact your state's Department of Insurance. Formal complaints trigger investigations.
- Consult an attorney. For disputes over $5,000 or more, a free consultation with an insurance bad faith attorney can clarify your options.
The adjuster's job is to close your claim for as little as possible. Your job is to make sure "as little as possible" is still a fair amount.
