Know which insurer is calling
Start by identifying the adjuster, company, claim number and whose policy is involved. A conversation with your own insurer can raise different issues from a conversation with another party’s insurer. Keep that distinction clear when seeking advice.
Ask what information is requested and why. If you are unsure about the request or its consequences, ask for it in writing and discuss it with an attorney. Do not simply ignore obligations under your own policy; have questions about those obligations reviewed.
Keep a factual communication log
Record the date, contact information, subject discussed and next action requested. Save documents and emails in the same claim folder. The Texas Department of Insurance recommends keeping claim communications organized.
Be accurate about what you know. You do not need to guess a diagnosis, a future treatment plan or an exact detail you cannot recall. If information changes, keep a record of the correction and the documents supporting it.
Clarify recordings and authorizations
Before a recorded statement, ask who will receive it, what topics will be covered and whether you can consult counsel first. Before signing an authorization, understand which records it covers, the time period and who may receive them.
This is not a blanket instruction to refuse insurer requests. Policy duties and claim circumstances differ. An attorney can help you understand the request while preserving your ability to respond appropriately. If you already have counsel, route claim questions through that relationship.
Read the offer and release together
Ask whether an offer addresses property damage, bodily injury or both, and what claims a release would resolve. Keep the written terms rather than relying on a summary during a call. Identify any deadline stated in the offer.
If treatment, coverage or bills remain uncertain, explain that during your consultation. A quick conversation cannot replace a review of the relevant documents. Contact the firm to discuss your questions and the information needed for an informed next step.
General educational information. This article does not decide liability, coverage, damages or deadlines for your matter.