This article is for informational purposes only and does not constitute legal advice.
Detailed Answer
After you file a bodily injury claim in Massachusetts, you may prefer to speak directly with the insurer’s claims adjuster. A clear line of communication can speed up the evaluation of your damages and reduce misunderstandings. Here are practical steps under Massachusetts law to establish direct contact:
- Confirm Your Insurer Assignment. Immediately after you report the accident, your insurer must assign a licensed adjuster to your claim. Massachusetts General Laws, Chapter 175, Section 162 requires every adjuster to hold a valid license. You can verify licensing here: M.G.L. c. 175, § 162.
- Request Adjuster Contact Details in Writing. Send a written request (email or certified mail) to your insurer asking for the adjuster’s name, direct phone number, and email. Keep a copy of this request to document your efforts.
- Follow Up Promptly. If you do not receive a response within 10 business days, send a reminder. Under M.G.L. c. 93A, § 9, insurers must act in good faith. Repeated delays may violate consumer protection rules: M.G.L. c. 93A.
- Use the Insurer’s Online Portal. Many carriers host claim portals where you can message your adjuster directly. Logging in and sending a message there often triggers faster responses.
- Document All Communications. Keep detailed notes of phone calls, including date, time, and summary. If you email or fax, retain copies. Solid documentation supports your case if disputes arise.
- Escalate If Needed. If the adjuster remains unresponsive or evasive, request to speak with a supervisor or file a complaint with the Massachusetts Division of Insurance: mass.gov/insurance-complaint.
Helpful Hints
- Prepare concise summaries of your injuries and expenses before calling.
- Keep medical records and repair estimates organized in one folder or digital file.
- Always confirm deadlines for submitting bills or documents to avoid coverage gaps.
- Be polite but firm—professional communication builds rapport and encourages prompt responses.
- Consider hiring an attorney if you face bad-faith tactics or unfair delays.