Dealing with the loss adjuster
Someone from the insurer has contacted you and you are not sure what they want.
A loss adjuster is the person the insurer sends to check the accident and your losses. They look at liability, vehicle damage and claimed losses before any offer is made. They usually appear early in a road accident claim.
Who they actually represent
The adjuster works for the insurer, the same insurer the law requires to satisfy a valid injury judgment in the end.[1] This is true even when they are friendly and their questions sound routine.
Their report feeds into how the insurer values, or resists, your claim.
What they typically ask for
Expect requests for your version of events, photographs, repair quotes, and sometimes an inspection of the vehicle. Providing accurate documents helps your claim.
A guess presented as fact does the opposite and can undermine your claim later.
What to be careful about saying
Stick to what you directly know and observed. Avoid speculating about fault, speed, or exact distances if you are not certain.
Malaysian law already allows shared responsibility to reduce an award, without you raising it.[2] Volunteering it early does not help you.
Why the first offer often feels low
An early offer is often based on the adjuster’s first report, made before your medical prognosis is settled. That can make it lower than your injuries support.
The report is not final. A later medical report or new evidence can change how the insurer sees your claim. Before you accept a settlement offer explains how to check an offer before you respond.
When should a lawyer take over?
If the adjuster’s questions start to push you toward a quick admission or a quick number, an independent lawyer can take over the conversation and act for you. Do you need a lawyer covers when that step is worth taking.
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 the accident date, where it happened, your injuries, the police report if you have one and any insurer letters.
Need a lawyer to handle your injury claim?
For people seeking legal representation. For general information, please use our guides and tools.
Common questions
Who does the loss adjuster actually work for?
The insurer, not you. Their job is to investigate the accident and check the claimed loss on the insurer's behalf, even when they are polite and helpful in tone. Do not treat them as neutral.
Do I have to answer everything an adjuster asks?
You should answer honestly, but you are not required to guess, speculate, or agree with a suggested version of events you are unsure about. Stick to what you actually know and saw.
Should I admit any fault to speed things up?
No. Even a casual comment about being partly at fault can be used later, and Malaysian law already allows a reduction for shared fault without you volunteering it early.[2] Let the evidence speak instead.
Why did the adjuster's visit lead to a lower offer than I expected?
An adjuster's report often forms the basis of the insurer's first offer, and that offer can undervalue your claim if your medical report or losses were not fully documented yet. [Before you accept a settlement offer](/settlement-offer-review/) covers what to check before responding.
Sources
- Road Transport Act 1987, s.96 (Ministry of Transport) (accessed 2026-09-22)
- Low & Partners, on Civil Law Act 1956 s.12 (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.