What should I do if the insurance company contacts me directly for an update about my injuries?

What to Do During the Call

An adjuster may contact you to learn whether you are still receiving care, whether your condition has improved, or whether you are ready to discuss settlement. The call may also occur because the insurance company has not yet processed a representation letter or connected it with the correct claim file.

You do not need to guess about your condition or provide an immediate, detailed account. A practical response is to state that you are represented and that your attorney will provide appropriate claim information. Before ending the call, gather:

• The adjuster’s full name and direct telephone number.
• The name of the insurance company.
• The claim number.
• The name of the insured person, if available.
• The date and time of the call.
• A brief description of what the adjuster requested.

The claim number is particularly useful because it allows the law firm to identify the correct adjuster and claim file. The firm can then send or resend a representation letter asking that future communications be directed through counsel.

Why a Casual Injury Update Can Affect the Claim

An injury update may sound routine, but the adjuster can place your statements in the claim notes and compare them with later medical records. Problems can arise when a short or unclear statement is treated as a complete description of your condition.

For example, saying that you are “doing better” may simply mean that you had a better day. The insurer could understand it to mean that your symptoms have largely resolved. Likewise, estimates about when treatment will end may be unreliable while care is ongoing.

If you do speak with the adjuster, be truthful and do not speculate. Avoid guessing about a diagnosis, recovery date, future care, work restrictions, or whether an activity caused pain. Your medical records and provider instructions are generally more useful than an informal prediction about your recovery.

Be Careful With Recorded Statements and Authorizations

Before answering questions, ask whether the conversation is being recorded. If the adjuster requests a recorded statement, medical authorization, release, or other document, you can ask for the request in writing and have your attorney review it.

A medical authorization may permit access to information beyond the records directly connected to the injury claim. The proper scope depends on the document, the type of claim, and the relevant insurance policy. A lawyer can review the request without assuming that every authorization must be signed exactly as presented.

There is an important difference between an insurer for another person and your own insurance company. A third-party adjuster does not represent your interests. Your own policy, however, may contain cooperation requirements or procedures for statements, documents, or examinations. Do not simply refuse or disregard a formal request from your insurer. Send it to your attorney promptly so the request and any applicable deadlines can be evaluated.

Keep the Injury Documentation Current

Insurance companies commonly evaluate injury claims using medical records, bills, proof of lost income, and other supporting documents. While care continues, keep an organized file containing:

• Physical therapy visit summaries and attendance information.
• Medical bills and health insurance statements.
• A current list of medications, including prescription and over-the-counter products.
• Written work restrictions and records of missed work, if applicable.
• Receipts for injury-related out-of-pocket expenses.
• Emails, letters, text messages, and voicemail messages from insurers.
• Copies of forms or releases the adjuster asks you to sign.

Document symptoms accurately, follow the instructions of your medical providers, and avoid changing your care based on what an adjuster requests. Your attorney may wait until the appropriate stage of the claim to assemble a more complete set of records and bills rather than providing an incomplete account of ongoing care.

How This Applies While Physical Therapy Is Ongoing

Here, the individual is regularly attending physical therapy and continues to use a muscle relaxer and over-the-counter pain medication. Those facts indicate that the injury picture is still developing. An informal statement about being recovered, finished with care, or ready to settle could be incomplete if physical therapy and medication use continue.

The immediate practical step is to obtain the claim number and the adjuster’s contact information. The firm can use those details to locate the insurance file, send a representation letter, and request that future claim communications go through the firm. The individual should also save the voicemail or make a short written note describing the contact.

This does not mean the adjuster’s call was necessarily improper. The insurer may not have received the representation letter, may not have matched it to the correct file, or may simply be seeking a status update. The important point is to route the request properly and avoid making incomplete statements while treatment remains ongoing.

Do Not Let Insurance Discussions Distract From a Lawsuit Deadline

For many North Carolina personal injury claims, N.C. Gen. Stat. § 1-52 provides a three-year limitations period, although a different rule may apply depending on the claim and the parties involved. Calls, injury updates, document exchanges, and settlement discussions with an insurance company do not automatically extend the deadline for filing a lawsuit.

The applicable date should be confirmed early rather than assumed. Waiting for an adjuster to finish reviewing a claim does not necessarily protect the right to file suit.

A Simple Checklist After Direct Contact

1. Write down the adjuster’s name, company, telephone number, and claim number.
2. Do not guess about your medical condition or recovery timeline.
3. Ask for document or recorded-statement requests in writing.
4. Save voicemails, emails, letters, and any forms you receive.
5. Send the information to your attorney promptly.
6. Continue maintaining records of treatment, bills, medication, and wage loss.