The Role of Insurance Adjusters in Personal Injury Claims

Published May 19, 2025 by Harker Injury Law

An insurance adjuster in business attire speaking with an injured patient in a hospital

Insurance adjusters, also referred to as claims adjusters, typically represent insurance companies. An adjuster is assigned to investigate claims, assess damages, and determine how much — if anything — the insurer should pay.

While adjusters may seem helpful and empathetic, it’s important to remember that they are not neutral third parties. An adjuster’s primary responsibility is to protect the interests of his or her employer, which may mean minimizing the payout on your claim.

In this article, we’ll break down what insurance adjusters do, the strategies they use during the claims process, and why understanding their role is crucial to securing the compensation you deserve.

What Is an Insurance Adjuster?

It is estimated that there are over 285,000 claims adjusters, examiners, and investigators in the US.

Insurance adjusters are employees or contractors working on behalf of insurance companies. Their job is to investigate insurance claims and determine the amount of compensation that should be paid based on the details of the incident, the policy terms, and any supporting evidence. In the context of personal injury claims, adjusters evaluate the extent of damages and assess liability.

Insurance adjusters often present themselves as neutral fact-finders. However, it is important to remember that they work for the insurance company, not for you. Their main goal is to protect the financial interests of the insurance company.

Types of Insurance Adjusters

There are several types of insurance adjusters you may encounter in a personal injury claim, each with a distinct role:

Staff adjusters: Staff adjusters are full-time employees of the insurance company. They handle claims exclusively for their employer and are directly incentivized to protect the company’s financial interests. Most personal injury claims will involve staff adjusters from the defendant’s insurance carrier.

Independent adjusters: Independent adjusters are contractors hired by insurance companies to handle claims on a case-by-case basis. While independent adjusters don’t work directly for the insurer, they are still paid by the company and serve the same purpose — resolving claims in favor of the insurance company.

Public adjusters: Public adjusters are hired by policyholders, not insurance companies. Personal injury lawyers may hire public adjusters to provide an objective evaluation of a claim to help safeguard against low settlement offers from the opposing insurance company.

Claims examiners: Claims examiners are professionals who oversee the adjusters’ work and ensure claims are processed according to company policy and regulatory standards. Claims examiners may get involved in complex or high-value claims and can influence the final settlement decision.

Insurance Adjusters Handle a Variety of Personal Injury Cases

After an accident victim files an insurance claim, he or she will likely be contacted by an insurance adjuster.

Examples of the types of claims handled by adjusters include:

Understanding the Specific Duties of Insurance Adjusters

Insurance adjusters perform a range of tasks throughout the claims process, each aimed at determining liability and the extent of damages.

1. Investigating the claim

Adjusters begin by thoroughly investigating the details of the incident.

This may involve:

Reviewing police reports, medical records, and witness statements
Inspecting the scene of the accident and the vehicles or property involved
Taking photos and collecting physical evidence
Interviewing the claimant and other parties involved

2. Evaluating damages

Once the investigation is underway, the adjuster evaluates both property damage and bodily injuries.

This includes:

Assessing medical records to understand the extent of injuries
Calculating lost wages and potential future earnings losses
Reviewing repair estimates or property damage reports
Consulting medical professionals or specialists if needed

3. Determining liability

One of the most critical roles of the insurance adjuster is to determine who is at fault.

Adjusters will analyze:

The laws applicable to the type of accident
Statements from both parties and witnesses
Any available video footage or photos

4. Negotiating settlements

After completing their evaluation, adjusters typically offer a settlement. Their initial offer may be lower than what the claim is truly worth as part of the insurer’s strategy to minimize payouts.

Negotiation may involve:

Justifying the offered amount based on the adjuster’s findings
Pushing back on high medical bills or extended treatment plans
Attempting to close the case quickly to avoid legal escalation

5. Documenting and reporting

Throughout the process, adjusters document every aspect of the claim, from the initial intake to the final settlement. Their reports are critical for internal review and possible future litigation.

Insurance Adjusters and the Settlement Process

Insurance adjusters may be tasked with handling dozens of claims every month, and their employers expect them to move through these claims quickly. This means claims adjusters probably aren’t taking the time to become familiar with each claim they handle.

Insurance companies judge adjusters primarily on how quickly they can settle claims and how little they can pay out to injury victims. Additionally, adjusters may be judged on the number of claims they can settle without having to involve a supervisor or company lawyer.

Typically, insurance adjusters are permitted to settle claims on their own that fall within a certain dollar range. This means that if an adjuster can’t deny a claim outright, he or she will attempt to settle for the lowest amount possible.

Common Tactics Used By Insurance Adjusters to Deny or Devalue Personal Injury Claims

While some adjusters act professionally and ethically, others are trained to use tactics that minimize payouts. Understanding these strategies can help you protect your rights.

Quick settlement offers

Insurance adjusters often reach out immediately after an accident and offer a quick settlement before accident victims have had time to assess their injuries fully. While a quick lump sum might seem attractive, it is likely not in your best interests. Early offers often fail to consider future medical expenses, lost wages, or long-term complications.

Downplaying injuries

Adjusters may suggest that your injuries are minor or unrelated to the accident, question the necessity of medical treatment, or imply that you’re exaggerating your condition. This tactic is meant to pressure you into accepting a lower settlement.

Requesting recorded statements

You may be asked to give a recorded statement about the accident. These recordings can be used against you, especially if your recollection changes or you inadvertently make a comment that could be interpreted as accepting blame.

Delaying the process

Some adjusters intentionally delay processing your claim in hopes that financial pressure will force you to settle for less. This tactic can be especially harmful if you’re unable to work due to your injuries and need money for medical bills.

Disputing liability

An adjuster may attempt to shift blame or argue that you were partially or entirely at fault. In states with comparative or contributory negligence laws, even partial blame can significantly reduce your compensation.

Using your words against you

Adjusters are trained to engage in friendly conversation to get you to lower your guard. Casual remarks like “I’m feeling better” or “It wasn’t that bad” can be used to argue that your injuries aren’t serious or have already healed.

The Importance of Legal Representation

Navigating an accident claim can be overwhelming, especially when dealing with experienced insurance professionals whose job is to save their company money. This is where having a skilled personal injury lawyer becomes important.

Consider some ways having a lawyer on your side levels the playing field:

Thorough case evaluation: An attorney will accurately assess the full value of your claim. This includes medical expenses, lost income, pain and suffering, and future costs.

Protection from manipulation: Your lawyer will handle all communication with the insurance adjuster, ensuring that you don’t inadvertently say something that could hurt your case.

Negotiation skills: Lawyers are experienced negotiators who understand insurance company tactics and how to counter them effectively.

Litigation support: If a fair settlement cannot be reached, your attorney can take the case to court and fight for your rights before a judge or jury.

No upfront cost: Most personal injury lawyers work on a contingency fee basis, meaning you pay nothing unless your case is successful.

Get Help From an Experienced Personal Injury Lawyer

After your accident, the insurance adjuster who contacts you may seem friendly and concerned. Keep in mind that an adjuster’s training equips him or her to minimize payouts, not to ensure you receive the full compensation you deserve.

At Harker Injury Law, we help injury victims understand their rights and recover financial compensation. We know how to counter insurance company tactics and fight for fair settlements that reflect the full impact of your injuries.

If you have been injured due to someone else’s negligence, don’t face the insurance company alone. Contact us today for a free consultation. We will help you navigate the claims process with confidence.