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Detailed Answer

Disclaimer: This article is for educational purposes only and does not constitute legal advice.

When you file a bodily injury claim in Virginia, direct communication with the claims adjuster can help you understand the insurer’s position and move your claim forward. Follow these steps to establish clear, documented contact:

1. Identify the Adjuster and Insurer:

   Check your insurance policy declarations or the insurer’s acknowledgment letter. Note the adjuster’s name, direct phone number, email address, claim number, and the insurer’s mailing address.

2. Send a Formal Written Request:

   Draft a concise, professional letter or email. Include:

   • Your name, claim number, policy number
   • A clear statement requesting direct communication (phone call or video meeting)
   • Two or three available dates and times
   • A polite deadline (for example, “Please respond by [date], within 10 business days”)

   Mail physical letters via certified mail or request a read receipt for emails to build your documentation.

3. Reference Virginia’s Timeliness Standards:

   Point out that Virginia law considers unreasonable delays in responding to claim inquiries an unfair claims practice. See Virginia Code § 38.2-2184 on Unfair Claims Settlement Practices.

4. Follow Up by Phone or Email:

   If you receive no response by your deadline, call the adjuster. Keep notes: date, time, who you spoke with, and a summary of the discussion. Always send a follow-up email summarizing your call.

5. Escalate If Necessary:

   If the adjuster refuses direct communication or ignores you:

   • Ask to speak with the adjuster’s supervisor or the insurer’s claim manager.
   • File a formal complaint with the Virginia Bureau of Insurance via their website.
6. Keep Detailed Records:

   Maintain a binder or digital folder with all correspondence, notes, and proof of delivery. This documentation helps demonstrate your good-faith efforts if a dispute arises.

Helpful Hints

• Use clear, concise language and avoid emotional statements.
• Always include your claim number in subject lines and at the top of letters.
• Request confirmation of receipt for every communication.
• Be polite but firm when stating deadlines.
• Review your policy’s communication provisions—some require specific notice methods.
• Consult an attorney if the insurer repeatedly fails to respond or denies coverage improperly.