After a workplace injury, it’s common to receive a call from the workers’ comp insurance adjuster shortly after the incident. While it may seem like a routine conversation, what you say during that call can directly impact your medical treatment, wage replacement benefits, and the overall success of your claim.
Many injured workers assume the adjuster is calling to help guide them through the process. However, it’s important to understand the true purpose behind these conversations: to gather information the insurance company may later use to evaluate and potentially limit your benefits.
That’s why knowing how to respond, what to avoid, and when to seek legal support is essential. The right approach can protect your rights, prevent misunderstandings, and ensure you receive the care and compensation you deserve.
In this guide, we break down what to expect when the insurance adjuster calls and how to protect yourself from day one.
Why Workers’ Comp Insurance Adjusters Call
Insurance adjusters call injured workers to:
Gather details about how the injury happened
Get a sense of your symptoms and limitations
See which body parts you’re claiming
Evaluate whether you might be exaggerating
Look for statements that can reduce or deny your claim
They may sound compassionate, but remember: their job is to save the insurance company money.
They may also record the call. If so, they must tell you and if they do:
✅ Stay calm
✅ Think before you speak
✅ Stick to the facts
Or better yet, politely decline and request to speak only with your attorney.
Don’t miss this helpful guide: The Hidden Power of the Claims Adjuster
What To Say (and NOT Say) When the Adjuster Calls
✅ Do:
✔ Ask if the call is being recorded
✔ Get their name, company, and claim number
✔ Explain your symptoms honestly (sharp, dull, numbing, etc.)
✔ Share facts only, not guesses or assumptions
❌ Don’t:
✖ Minimize your pain. Thoughts like “It’s not that bad, I just need rest” doesn't help
✖ Exaggerate your symptoms
✖ Speculate how the injury happened (you’re not a medical expert)
✖ Mention old injuries or say “I’ve felt this pain before”
✖ Sign anything without legal advice
Insurance adjusters sometimes even send forms asking you to give up rights without telling you. Always review documents with an attorney first.
Recommended next reading: Things Your Adjuster Will Ask
If You’re Anxious… Read This
Not everyone feels calm speaking with someone investigating their injury. If you get nervous, stumble on words, or feel intimidated, that’s normal.
If you worry you might say the wrong thing?
- Stop the call and say you prefer communications go through your lawyer
- Get help before continuing
Nerves can lead to accidental comments that hurt your credibility, and adjusters know that.
Should You Answer Questions Without a Lawyer?
You can but it’s risky.
Adjusters do this for a living. You don’t. They know the system and most injured workers don’t.
Having an attorney levels the playing field and protects your rights.
If you're already represented and the adjuster calls, simply say:
“I am represented by an attorney. Please contact them directly.”
Another resource you’ll find valuable: 3 Ways to Strengthen Your Workers’ Comp Case Before Appealing
Your Health and Future Matter More Than Their Bottom Line
A work injury can affect your income, mobility, and future. You deserve fair treatment, real medical care, and guidance, not pressure or confusion.
If you feel unsure, overwhelmed, or uncomfortable talking to the insurance company alone, that’s a sign you deserve support.
Injured at Work? Get Guidance Before the Call.
Workers’ comp is confusing, but you don’t have to handle it alone.
At Pacific Workers, we help injured workers navigate the process with confidence and protect their rights from day one.
Free consultation. No upfront fees.
👉 Visit www.pacificworkers.com or call us at (800) 606-6999 for a free case evaluation.
Don't face the insurance company alone. Let us fight for you so you can focus on healing.
About the Author
Bilal Kassem President and Co-founder
Bilal Kassem is the co-founder of Pacific Workers and a nominee for Applicant Attorney of the Year. With a deep-rooted passion for helping injured workers, Bilal leads with empathy and empowers his team to deliver world-class service from the very first interaction.
With over a decade of experience advocating for injured workers across California, Bilal has successfully handled thousands of cases involving denied claims, insurance challenges, and complex workplace injuries. His strategic approach and proven results have earned him recognition as a leading authority in workers’ compensation law, dedicated to ensuring injured workers receive the treatment and benefits they deserve.