After an accident, the insurance adjuster often seems helpful—even friendly.
They may say things like:
- "I just want to hear your side of the story."
- "This is just routine."
- "We want to get this resolved quickly for you."
It sounds reassuring. It feels cooperative.
But make no mistake: the adjuster's job is not to protect you—it's to protect the insurance company's bottom line.
What an Insurance Adjuster Actually Does
Insurance adjusters work for the insurance company, not for you. Their paycheck comes from the same company that's trying to pay you as little as possible.
Their primary responsibilities include:
Minimizing Payouts
Finding ways to reduce how much the company pays
Denying Claims
Finding reasons to reduce or deny claims entirely
Recording Statements
Locking injured people into early statements they can use later
Closing Files Fast
Resolving cases as cheaply and quickly as possible
Even the most polite adjuster is trained to gather information that can later be used against you. Their friendliness is a professional tactic, not personal kindness.
Why Adjusters Try to Build Rapport
Friendliness isn't accidental—it's strategic. Insurance companies train adjusters in communication techniques designed to build trust and lower your guard.
When adjusters sound casual or empathetic, people are more likely to:
Speak Freely
Share details without thinking about legal implications
Downplay Pain or Symptoms
Say "I'm fine" or "It's not that bad" to be polite
Speculate About Fault
Guess or admit to things they're not sure about
Agree to Recorded Statements
Think recording is "just for their records"
Accept Quick Settlement Offers
Feel pressured to "help" the nice adjuster close the case
Your Words Can Be Used Against You
Small comments like "I'm feeling okay" or "I might have been distracted" can later be cited to reduce compensation.
What feels like casual conversation is actually evidence gathering.
The "Just a Few Questions" Problem
Adjusters often frame conversations as informal or harmless. "I just need to ask a few quick questions." "This won't take long." But these "routine" calls are anything but casual.
In reality, they're listening for:
Inconsistencies
Small differences between your statements
Admissions of Fault
Any hint you were partially responsible
Treatment Gaps
Delays or missed medical appointments
Delayed Symptoms
Times you said you felt "fine"
Language They Can Reinterpret Later
Vague statements that can be twisted to mean something else
Once It's Recorded, It's Permanent
Once something is recorded or documented, it's difficult to undo. Adjusters know this—and they use it strategically.