7 Insurance Adjuster Tactics—and How to Respond

Introduction: Why This Topic Matters Right Now

After an accident or serious injury, you expect the insurance process to be straightforward. Instead, you’re met with delays, confusing forms, and phone calls that don’t seem to move your claim forward. That’s not an accident. Insurance companies train adjusters to minimize payouts. At The Law Offices of Michael M. Kaplan, we help injured people in Massachusetts cut through the noise—protecting your rights, building your case, and pushing for a full and fair recovery while you focus on healing.

What We Mean by “Adjuster Tactics”

Insurance adjusters evaluate claims for the company—not for you. Their job is to gather information, estimate your losses, and settle for as little as possible. Tactics are strategies used to shape the narrative, limit evidence, or push you to accept less than your claim is worth. This can show up in a “friendly chat,” a quick paperwork request, or a low offer dangled early. Knowing what’s happening—and how to respond—levels the playing field.

The Real-World Stakes for You

• Financial: Medical bills, time out of work, therapy, prescriptions, and long-term care add up fast. One bad decision can cost thousands.
• Legal: Statements you make can be used to reduce or deny your claim. Deadlines and paperwork errors can weaken your position.
• Personal: Recovery is stressful. Adjuster pressure, repeated calls, and “we just need one more thing” can wear you down and lead to hasty choices.

7 Common Adjuster Tactics—And How to Respond

1) The “Fast Cash” Lowball Offer

What it looks like: A quick call with a same-day settlement—before your injuries are fully diagnosed.
Why they do it: Early settlements lock you in, closing your claim before the true cost is known.
How to respond:

• Thank them and decline to decide on the spot.
• Continue medical care until you understand the full scope of injuries.
• Get a legal review of the offer; compare it to your documented losses (current and future).

2) The Friendly Recorded Statement Trap

What it looks like: “Let’s just record a quick statement to keep your claim moving.”
Why they do it: Recorded statements can be edited and quoted against you later. Innocent phrases (“I’m fine,” “I didn’t see them”) get twisted.
How to respond:

• Provide only basic information (name, claim number, contact details).
• Decline recorded statements until you have counsel.
• If you already gave one, don’t panic—talk to a lawyer before giving another.

3) The Blanket Medical Authorization

What it looks like: A broad release allowing the insurer to dig through your entire medical history.
Why they do it: To blame your injuries on prior conditions or unrelated issues.
How to respond:

• Don’t sign blanket releases. Limit authorizations to relevant dates and providers.
• Keep control of your records—request them yourself and provide only what’s necessary.
• Let your attorney filter relevance and protect your privacy.

4) Shifting Blame with Comparative Negligence

What it looks like: “You’re 30% at fault, so your claim is worth less.”
Why they do it: In Massachusetts, if you’re found more than 50% at fault, you can’t recover. Even smaller percentages reduce payouts.
How to respond:

• Focus on evidence: photos, diagrams, vehicle damage, witness statements, and traffic rules.
• Don’t debate fault on the phone. Put facts in writing.
• Use experts or reconstruction when needed to clarify what really happened.

5) “Low Property Damage = Low Injury”

What it looks like: “Your car doesn’t look bad, so you couldn’t be hurt.”
Why they do it: To undermine soft-tissue injuries, concussions, and delayed symptoms.
How to respond:

• Seek prompt medical care and follow through with treatment.
• Keep a recovery journal noting pain, sleep, mobility, and daily impact.
• Document all diagnostics (X-rays, MRIs, specialist notes) that explain your symptoms.

6) Delay, Deny, and “We Need One More Document”

What it looks like: New forms, missing signatures, adjuster turnover, and radio silence.
Why they do it: To wear you down and push you toward a cheap settlement.
How to respond:

• Communicate in writing; keep a timeline and paper trail.
• Set reasonable deadlines for responses.
• Have counsel step in—lawyer involvement often speeds things up.

7) Surveillance, Social Media, and “Independent” Exams

What it looks like: Monitoring your posts, taking photos, or scheduling an Independent Medical Exam (IME).
Why they do it: To claim you’re exaggerating or to get a doctor they chose to dispute your injuries.
How to respond:

• Assume social media is public; don’t post about your accident or activities.
• Be truthful and consistent with your providers; follow restrictions.
• If an IME is required, prepare with counsel and document your experience afterward.

Step-by-Step Guide: Building a Strong Claim

Step 1: Prioritize Health and Documentation

• Get evaluated immediately and follow medical advice.
• Keep copies of every bill, record, and referral.
• Save damaged gear, photos of the scene, and the other party’s info.

Step 2: Capture Evidence Early

• Photograph vehicles, road conditions, weather, and injuries.
• Gather witness names and contact details.
• Identify nearby cameras (traffic, business, dashcams) and request footage promptly.

Step 3: Track the Full Impact

• Maintain a simple journal: pain levels, missed activities, sleep, work limitations.
• Save pay stubs and employer notes showing time off and lost income.
• Record out-of-pocket costs: meds, travel to appointments, replacement gear.

Step 4: Control the Narrative

• Keep communications brief and factual.
• Avoid recorded statements and blanket releases.
• Don’t guess or speculate; “I don’t know” is better than a wrong answer.

Step 5: Know Your Coverage

• Identify applicable policies (yours and the at-fault party’s).
• Consider MedPay and uninsured/underinsured motorist benefits if available.
• For riders, understand differences from auto policies and plan accordingly.

Step 6: Seek Counsel Early

• A quick consult helps you avoid common traps.
• Lawyers preserve evidence, calculate damages, and negotiate from strength.
• If necessary, they file suit and litigate to protect your rights.

Case Scenarios: How These Tactics Show Up

Scenario A: The Early Offer
An adjuster calls two days after a crash with a $2,000 offer. You haven’t seen a specialist yet. You politely decline, continue care, and later learn you need therapy and injections. The documented claim settles for a fair amount reflecting real treatment costs and lost wages.

Scenario B: “We Need Your Entire History”
You’re asked to sign a release for all records “to move this along.” Instead, your attorney provides targeted records tied to the injury dates. The insurer can’t fish through unrelated prior conditions to discount your claim.

Scenario C: “You Were 40% at Fault”
The adjuster says you “must have been speeding.” Your lawyer secures nearby video and a witness statement showing the other driver ran the light. Fault theory collapses, and negotiations reset around the facts.

Scenario D: Social Media Slip
You post a smiling photo at a family event. The insurer argues you’re “fine.” Your treatment notes, journal, and provider statements explain you were seated, in pain, and left early. Context beats the snapshot.

Common Problems Clients Face

• Not realizing a quick, friendly call is part of negotiation.
• Signing broad medical releases that invite blame shifting.
• Accepting early offers before injuries are fully understood.
• Gaps in treatment that insurers use to question causation.
• Posting online without thinking how it might be misread.
• Trying to juggle care, work, and a complex claim without help.

How Our Firm Helps—and Why It Matters

At The Law Offices of Michael M. Kaplan, we combine trial readiness with practical problem-solving. Our role is to protect you from missteps, build persuasive evidence, and push for the best outcome. We handle:

• Evidence & investigation: Police reports, video, witnesses, experts, and reconstruction when needed.
• Medical documentation: Coordinating with providers to capture diagnoses, prognosis, and future care.
• Valuation & negotiation: Calculating all damages—including lost earning capacity and long-term effects—and countering adjuster tactics.
• Communication shield: We deal with the insurer so you don’t have to.
• Litigation: If the carrier won’t be fair, we file suit and advocate in court.
  
  For injury matters, consultations are free, and there’s no fee unless we win.

Get Answers Before You Sign Anything

If an adjuster has contacted you—or you’ve already received an offer—talk to us before you decide. One conversation can save you from costly mistakes and set your claim on the right path. Call (508) 473-1161 to speak with The Law Offices of Michael M. Kaplan.

We proudly serve clients throughout Worcester, Franklin, Suffolk, Norfolk, Middlesex, and Barnstable Counties from our office in Milford, Massachusetts. When you’re ready, we’re here to help you move forward with confidence.