Your Insurance Company Just Called — What to Say and What Not to Say

The adjuster will call you. It might be within hours of your loss, it might be a few days. Either way, you will be on the phone with someone whose job is to investigate your claim and determine how much the insurance company will pay. What you say in that conversation matters.

This is not about being dishonest. It is about being strategic. You should be truthful, cooperative, and factual — but you do not need to hand the adjuster ammunition to reduce your claim.

The First Call: What to Expect

The adjuster will typically ask:

• What happened?
• When did it happen?
• What is the extent of the damage?
• Is the property habitable?
• Did you take steps to prevent further damage?
• When can they inspect the property?

These are all reasonable questions. Answer them factually and briefly.

What to Say

• State the facts.“There was a fire in the kitchen on Tuesday around 3pm. The fire department responded. The kitchen and dining room are destroyed and there is smoke damage throughout.”
• Describe what you did to mitigate.“I tarped the roof opening and hired a board-up company.”
• Be honest about what you know and don't know.“I don't know the full extent of the damage yet. I'll know more after a thorough inspection.”
• Confirm everything important.“Can you email me a confirmation of this call with my claim number and your direct contact?”
• Ask what they need from you.“What documentation do you need me to provide, and by when?”

What NOT to Say

• Do not estimate dollar amounts.You do not know what the damage will cost to repair. If you say “I think it's maybe $20,000” and the real number is $80,000, that early guess will follow you. Say: “I don't have an estimate yet.”
• Do not speculate about cause.If you are not sure what started the fire or where the water came from, say so. “I don't know the cause yet. That's still being determined.” Speculation can lead to coverage problems.
• Do not minimize the damage.Do not say “it's not that bad” to be polite. If it is bad, say it is bad. If you do not know the full extent, say that.
• Do not volunteer pre-existing conditions.If the adjuster asks about maintenance history, answer honestly. But do not volunteer “well, the roof was pretty old” or “we had a small leak there before.” Let them ask specific questions.
• Do not agree to a recorded statement on the spot.You have the right to schedule it at a time when you are prepared. Say: “I'd prefer to schedule that for later this week when I have my documents together.”
• Do not admit fault or negligence. Even if you think the damage might be your fault, do not say so. Fault is a legal determination. Let the investigation determine causation.

The “Quick Settlement” Offer

Some carriers will offer a fast payment in the first call: “We can cut you a check for $5,000 today to get things started.” This is not necessarily a trick — advance payments are legitimate — but do not sign anything that says “full and final settlement” or that releases the insurer from further obligation.

Advance payments are fine. Final settlements in the first 48 hours are almost always a bad deal for the policyholder — because you do not yet know the full extent of the damage.

After Every Call

1. Write down what was discussed while it is fresh.
2. Send a confirmation email: “Per our call today, you stated that...”
3. Note any promises made: “Adjuster said they would inspect by Friday.”
4. Note any deadlines given or agreed to.
5. Save the email in your claim file.

This confirmation habit is the single most valuable thing you can do. It creates a written record that protects you if things go wrong later. See How to Write Effective Claim Letters.

The Bottom Line

Be truthful. Be factual. Be brief. Do not guess. Do not speculate. Do not volunteer information beyond what is asked. And document everything in writing after the call. The adjuster is not your enemy — but they are not your advocate either. They work for the insurance company. You look out for you.