Steps to Establish Direct Communication with a Bodily Injury Claims Adjuster

When you file a bodily injury claim, establishing direct communication with the insurance claims adjuster can speed up resolution and reduce misunderstandings. While you may choose legal representation, you also have the right to speak directly with the insurer. Below is a step-by-step guide under Maine law.

Disclaimer

This article is for educational purposes and does not constitute legal advice. Consult a qualified attorney for advice regarding your specific situation.

Detailed Answer

1. Gather Policy and Claim Information:

   Before you reach out, collect your insurance policy number, claim number (if assigned), accident report, medical records, and any correspondence you’ve received. Organized documents show you’re prepared and streamline the adjuster’s review.

2. Identify the Assigned Adjuster:

   Look for an adjuster’s name and contact details in your first acknowledgment letter or email from the insurer. If no name appears, call the insurer’s main claims line and ask for the adjuster handling your bodily injury claim.

3. Initiate Contact in Writing:

   Send a brief, professional email or certified letter to the adjuster. Include:

   • Your name and claim number.
   • A concise summary of the accident date, location, and injuries.
   • A request for direct phone or video conference to discuss claim status.

   Written contact creates a record you can reference if disputes arise.

4. Follow Up by Phone:

   Within 5 business days of your letter or email, call the adjuster’s direct line. Confirm receipt of your written request and ask for a convenient time to talk. Take notes during each call, recording date, time, participants, and key points.

5. Document Every Interaction:

   Keep a communication log with dates, times, and summaries. Save all emails, letters, and voicemails. Clear documentation can support your claim if disagreements arise or if you file a complaint.

6. Be Clear About Your Goals:

   At each discussion, state your objectives—whether you seek an updated investigation, review of medical bills, or an interim settlement. Clear goals help the adjuster address your concerns directly.

7. Use Maine’s Unfair Claims Practices Statute if Necessary:

   If the insurer delays unreasonably, misrepresents facts, or fails to respond, you may cite Maine’s Unfair Claim Settlement Practices (24-A §2436). This statute prohibits tactics that unfairly delay or deny valid claims.

8. Escalate Within the Company:

   If the assigned adjuster remains unresponsive, request to speak with the adjuster’s supervisor or the insurer’s claim department manager. Professional escalation often prompts a quicker response.

9. Contact the Maine Bureau of Insurance:

   As a final step, you can file a consumer complaint online with the Maine Bureau of Insurance (Maine Bureau of Insurance). Provide your documentation and communication log to support your complaint.

Helpful Hints

• Keep all letters and emails short, polite, and focused on facts.
• Use certified mail or read receipts for important correspondence.
• Record phone calls only if you disclose recording to the adjuster and it complies with Maine’s single-party consent rule (Title 15, §709).
• Ask for copies of any recorded statements you provide.
• Consider hiring an attorney if the insurer repeatedly stalls or undervalues your claim.