Accident Claim Lawyers
InsuranceUpdated September 2026

Insurance adjusters

In plain English: an adjuster is the person an insurance company assigns to investigate a claim, decide whether it's covered, and work out how much to pay. In the UK you'll more often hear "claims handler", or "loss adjuster" for larger property claims.

Who the adjuster works for

An adjuster works for the insurer, even when they're friendly and even when it's your own insurance company. Their job is to pay what the insurer owes under the policy or the law, and no more. That isn't sinister, but it means the adjuster isn't your adviser. When you're dealing with the at-fault driver's insurer, the adjuster's loyalty is entirely to their customer and their employer.

There are a few kinds:

  • Staff adjusters are employees of the insurer.
  • Independent adjusters are contractors hired by insurers, often for busy periods or remote areas.
  • Public adjusters (US, and in some provinces) work for policyholders on property claims for a fee. They don't usually handle injury claims. The UK equivalent is a loss assessor.

What they're looking for

Early on, an adjuster wants to lock down the facts: how the accident happened, what you said at the scene, when you first sought treatment and what your injuries are. Later they focus on reasons to pay less: gaps in treatment, pre-existing conditions, inconsistent statements, or a quick recovery. They also set a "reserve", an internal estimate of what the claim will cost, which tends to shape their offers.

Talking to an adjuster safely

  1. Give basic facts: your name, contact details, the date and place of the accident, your vehicle and insurer.
  2. Don't guess about speeds, distances or fault. "I don't know" is a complete answer.
  3. Don't describe your injuries as "fine" or "just sore". You may not know the full picture yet.
  4. You usually don't have to give a recorded statement to the other driver's insurer. Your own policy may require you to cooperate, so check it.
  5. Follow up calls in writing: "As we discussed today, ..."
  6. Don't sign medical authorisations that give open access to your entire history. Offer relevant records instead.
Example

Two days after a crash, the other driver's adjuster calls, sympathetic and in a hurry, offering a cheque "to cover your troubles" if you sign a release today. You're still waiting on an MRI. Accepting would likely end your claim for everything, including injuries not yet diagnosed.

When to hand it over

If the adjuster disputes fault, asks for a recorded statement, requests your full medical history or pushes a fast settlement while you're still in treatment, it's a good time to talk to a lawyer.

Next: recorded statement · insurer good faith · lawyer vs representing yourself.

Related terms

Coverage LimitA coverage limit is the maximum amount an insurance policy will pay for a particular type of loss.Declarations PageThe declarations page, often called the "dec page", is the summary sheet at the front of an insurance policy.DeductibleA deductible is the amount you pay toward a claim on your own insurance before the insurer pays the rest.Diminished ValueDiminished value is the drop in your car's resale price because it now has an accident history, even after it has been properly repaired.

General information, not legal or medical advice. Rules differ between US states, the UK and Canadian provinces, so check the law where your accident happened. How we write and check · Legal disclaimer