Short Answer

Yes. In North Carolina, you can ask the insurer to identify the assigned adjuster and confirm the correct claim number. State insurance law requires insurers to promptly and reasonably respond to claim communications, but it does not force them to assign a specific person or share personal contact details beyond a workable point of contact. Once you have a lawyer, the insurer should route communications through your attorney after receiving the representation letter.

Understanding the Problem

You want to know whether you can require the insurer to give you (or your lawyer) the adjuster’s name and direct contact details, and to fix duplicate claim numbers. In North Carolina personal injury claims, this comes up after the insurer has notice of your claim and your attorney’s representation.

Apply the Law

North Carolina law expects insurers to acknowledge and act on claim communications within a reasonable time. That includes identifying a workable point of contact and keeping the claim file organized. There is no statute that guarantees you a particular adjuster or a direct email/phone, but insurers should provide a reliable way to communicate about the claim. After a letter of representation, communications should flow through your attorney. The main forum is the insurer’s claims department; if issues persist, you can involve the North Carolina Department of Insurance.

Key Requirements

• Clear written request: Send a written request that identifies the claim and asks the insurer to confirm the single, correct claim number and the designated point of contact.
• Reasonable insurer response: The insurer must acknowledge and respond to claim communications within a reasonable time.
• Attorney‑directed contact: After receiving a representation letter, the insurer should direct claim communications to your attorney.
• No right to a specific person: You cannot force assignment of a particular adjuster, but you can require a reliable contact channel and mailing address for the claim.
• Escalation if ignored: If the insurer does not respond or keeps a duplicate file open, escalate to a supervisor or file a complaint with the North Carolina Department of Insurance.

What the Statutes Say

• N.C. Gen. Stat. § 58-63-15 (Unfair claim settlement practices) - Insurers must handle claims fairly and respond reasonably to communications.
• NC Rule of Professional Conduct 4.2 (Contact with represented persons) - Lawyers for insurers must communicate through your attorney once representation is known.
• NC Department of Insurance – Insurance Complaints - Consumers can ask the Department to assist with claim communication problems.

Analysis

Apply the Rule to the Facts: Your attorney already sent a representation letter, so the insurer should communicate through counsel and keep one working claim file. Because a duplicate record was opened, it is reasonable to demand confirmation of the correct claim number and to request the assigned contact. The insurer’s agreement to close the duplicate file aligns with fair-claims handling; they should now confirm the designated contact details or provide a reliable channel for your attorney.

Process & Timing

1. Who files: Your attorney. Where: The insurer’s claims department. What: A written request referencing the representation letter, asking to confirm one claim number and the designated adjuster/contact (name, phone, email, and mailing address). When: Send immediately after discovering the duplicate claim.
2. Follow up in writing if no response within a reasonable time; call the insurer’s general claims line and ask for a supervisor to confirm consolidation and the contact information.
3. If the issue persists, your attorney can file a complaint with the North Carolina Department of Insurance. The expected outcome is confirmation of the correct claim number and a designated contact channel.

Exceptions & Pitfalls

• If the insurer uses team handling, they may give a team email/phone instead of a single adjuster’s details; this can still satisfy the duty to communicate.
• Do not communicate directly with the insurer once you have counsel; ask the insurer to route all contact through your attorney.
• Make sure your written request includes enough identifiers (date of loss and claim number) so the insurer links it to the correct file and avoids another duplicate.
• If you switch attorneys, promptly send an updated representation letter so the insurer updates the contact on the file.

Talk to a Personal Injury Attorney

If you're dealing with mixed messages, duplicate claim numbers, or silence from an insurer, our firm has experienced attorneys who can help you understand your options and timelines. Call us today at 919-341-7055.

Disclaimer: This article provides general information about North Carolina law based on the single question stated above. It is not legal advice for your specific situation and does not create an attorney-client relationship. Laws, procedures, and local practice can change and may vary by county. If you have a deadline, act promptly and speak with a licensed North Carolina attorney.