Can I trust the insurer's adjuster?
Someone representing the insurer is asking questions, and you cannot tell whose side they are actually on.
A loss adjuster works for the insurer, not for you. This is the normal structure of a claim, so their questions do not mean something dishonest is happening. Your own evidence is what protects your position.
Why does the process feel like it is working against you?
Every question can feel like a test when you suspect the answer will be used against you. The insurer’s adjuster is checking facts, verifying documents and inspecting damage for the party that will pay.[1]
That does not make the process unfair, but you should not assume it works in your favour either.
What does the adjuster do?
An adjuster investigates liability and the value of the claim, inspects vehicles and reviews documents before any offer is made. Their report shapes the offer, but it is not a court judgment, and you can challenge it with your own evidence.
This matters when an offer feels too low. Reviewing a settlement offer and what to do about a low offer cover it in more detail.
How can you protect your side?
- Keep your own copies of every document you provide.
- Answer factually, without guessing or filling gaps you are unsure of.
- Get your own medical report if the insurer’s assessment seems to understate your injury.
- Ask what an assessment was based on if it surprises you.
What to do next
Disagreeing with an adjuster is a normal part of a claim. If the calls, letters or a low offer are too much, an independent lawyer can take over and deal with the insurer for you. Do you need a lawyer can help you decide.
For the first contact, share general dates, location, case status and a short summary only. Keep documents private. Only after an identified lawyer or law firm contacts you and specifically asks for them should you provide that identified lawyer or firm with what was said, in which call or letter, along with the accident date, where it happened, your injuries and the police report if you have one.
Need a lawyer to handle your injury claim?
For people seeking legal representation. For general information, please use our guides and tools.
Common questions
Is the loss adjuster working for me or against me?
The adjuster works for the insurer, checking the facts and the value of the claim on its behalf. That is their normal role, so bring your own evidence too.
Do I have to accept whatever the adjuster decides?
No. Their assessment is a starting point for negotiation, not a final decision. You can give your own evidence and question their findings.
Should I get my own medical opinion separately?
It can help if the insurer's medical assessment seems to understate your injury. An independent medical report adds weight to your side.
What if I feel pressured to agree quickly?
You do not have to respond immediately. Taking time to review an assessment or offer is normal.
Sources
- Ministry of Transport, on the motor claims process under the Road Transport Act 1987 (accessed 2026-09-22)
Need a lawyer to handle your injury claim?
For people seeking legal representation. For general information, please use our guides and tools.