Short Answer

Send the request to the law firm handling your claim and work with the firm to provide accurate, relevant information. Do not ignore the request, but avoid independently signing a broad medical authorization, giving a recorded statement, or sending incomplete documents before your legal team reviews what the carrier wants. Prompt, organized responses can help the insurer continue evaluating a North Carolina injury claim.

Start by Finding Out Exactly What the Insurer Wants

An insurance company may say it needs “more information” without clearly identifying what is missing. The first step is to obtain the request in writing or save the email or letter that contains it. A written request allows the law firm handling your claim to determine what has already been provided and what may still be needed.

Common requests in a personal injury claim include:

• Medical records related to the injuries from the incident.
• Itemized medical bills rather than account balances or payment summaries.
• Records from earlier treatment involving the same body area.
• Proof of missed work, such as employer verification or wage records.
• Photographs, incident reports, witness information, or other evidence of what happened.
• An update about whether treatment is continuing or has ended.
• A signed medical authorization, written statement, recorded statement, or examination under oath.

These requests do not all carry the same risks. A request for a missing itemized bill is different from a broad authorization allowing access to years of unrelated medical history. Your law firm can ask the adjuster to identify the missing information, explain why it is relevant, and confirm how it should be submitted.

Coordinate the Response Through the Law Firm Handling the Claim

Because a law firm is already handling the open claim, forward every request from the insurer to the firm. Include the complete letter or email, the adjuster’s contact information, the claim number, and any deadline stated in the request.

Avoid sending a separate response to the adjuster unless the law firm asks you to do so. Independent communications can create confusion about what was provided and may produce inconsistent statements. Keeping communications in one channel also creates a clearer record of follow-up efforts.

If the carrier contacts you by telephone, you can take down the caller’s name, company, telephone number, claim number, and stated reason for calling. You do not need to guess at an answer. Tell the caller that a law firm is handling the matter and send the information to your legal team.

Gather Information That Supports the Injury Claim

An insurer usually evaluates both whether another person is legally responsible and whether the incident caused the injuries and losses being claimed. Medical records, bills, and lost-income documentation should therefore be complete enough to show what occurred without overstating or guessing about the facts.

Depending on the request, preserve or gather:

• The insurer’s letter, email, or voicemail requesting more information.
• Medical visit summaries and records connected to the injury.
• Itemized bills from hospitals, clinics, ambulance services, and other providers.
• Health insurance explanations of benefits, if available.
• Receipts for injury-related out-of-pocket expenses.
• Employer letters, pay records, or other documents showing missed work.
• Photographs and a factual record of symptoms and activity limitations.
• Prior claim correspondence and a list of documents already submitted.

Itemized bills and medical records serve different purposes. A bill shows the services charged, while a medical record may describe the complaint, history, findings, and care provided. An insurer may need both. If treatment is ongoing, the law firm may provide an interim update and obtain final records later rather than presenting an incomplete claim as finished.

Review Authorizations and Statements Before Agreeing

Some requests require more care than simply sending a document. A medical authorization may permit the insurer to collect records directly from providers. Before signing, review the providers covered, the time period, the information requested, and when the authorization expires. The appropriate scope depends on the facts and the type of claim.

A recorded statement or examination under oath is also different from a routine status update. Whether cooperation is required can depend on whether the request comes from your own insurer, the type of coverage involved, and the policy language. Refusing a required request may create coverage issues, but participating without preparation can also affect the claim. The law firm should review the request and help determine the appropriate response.

Be accurate and consistent in every response. Do not estimate dates, symptoms, prior injuries, missed work, or expenses if records can provide the answer. If you do not know something, say so and locate the correct information.

Why Requests About Fault Need Careful Attention in North Carolina

If the insurer asks for information about how the incident happened, discuss the request with the law firm before giving a detailed statement. North Carolina recognizes contributory negligence as a defense. If the defense proves that an injured person’s own negligence helped cause the injury, that can create serious difficulties for the claim. Under N.C. Gen. Stat. § 1-139, the party raising contributory negligence generally has the burden of proving it.

This does not mean you should withhold truthful information. It means descriptions of speed, attention, warnings, prior knowledge, or actions immediately before an incident should be accurate and based on what you actually remember.

Do Not Let Follow-Up Discussions Hide a Filing Deadline

An open claim and ongoing negotiations do not automatically extend the deadline for filing a lawsuit. N.C. Gen. Stat. § 1-52 provides a three-year period for many North Carolina actions involving personal injury, although a different rule may apply depending on the claim, defendant, and circumstances.

The adjuster’s request for more information does not itself pause that period. Make sure the law firm has the incident date, any denial letters, prior settlement communications, and every deadline mentioned by the carrier.

How This Applies When a Law Firm Is Following Up With the Carrier

When your law firm is already contacting the insurance carrier to try to resolve the claim, your role is usually to help the firm close specific information gaps. Forward new bills, records, work-loss documents, and treatment updates promptly. Let the firm know if an insurer or medical provider contacts you directly.

The law firm can compare the new request against what was previously sent, obtain missing records, prepare a focused response, and document when the carrier received it. If the request is unclear or unusually broad, the firm may seek clarification before providing additional material. This helps keep the claim organized while protecting against accidental disclosure of unrelated or incomplete information.

When Wallace Pierce Law May Be Able to Help

Wallace Pierce Law may be able to review the carrier’s request, communicate with the adjuster, and identify which records or supporting documents are missing. The firm may also help collect itemized bills, organize medical documentation, present proof of lost income, track correspondence, and request an explanation if the insurer disputes or denies part of the claim.

No law firm can promise that additional information will lead to a particular outcome. The goal is to provide a timely, accurate, and appropriately limited response so the insurer can evaluate the claim based on a reliable record.

Talk to a Personal Injury Attorney in Durham

If your question involves injuries, insurance, fault, medical documentation, settlement paperwork, or a possible deadline, speaking with a licensed North Carolina attorney can help clarify your options. Call 919-313-2737 to discuss what happened and what steps may make sense next.

Disclaimer: This article provides general information about North Carolina personal injury law based on the single question stated above. It is not legal advice and does not create an attorney-client relationship. It is not medical advice, tax advice, or insurance policy interpretation. Laws, procedures, and local practice can change and may vary by county. If there may be a deadline, act promptly and speak with a licensed North Carolina attorney.