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Insurance Issues: Talking To Your Insurance Company

Fri Jul 16th, 2021 on     Insurance Claims,    

Life is full of surprises and not all of them are pleasant, which is why many people depend upon their insurance policies to provide additional support when extra help is needed. Unfortunately, many insurance companies can make collection difficult at a time when the compensation is needed most. Because of this, there are things that policyholders should bear in mind when communicating with the insurance company’s representatives. 

Our Miami Insurance Law Firm Shares The Do’s & Don’ts of Communicating With an Insurance Company

Many policyholders are unclear on what they should and should not say when speaking with an insurance company representative. The following helps clarify this matter. 

Things You Should Do Or Say When Communicating With An Insurance Company

  • Keep a written log of all communication you have with any representative from the insurance company, including who you spoke with, the date and time of the conversation, and what was said.
  • Make sure that any mailed document is sent via certified mail so that you retain proof of mailing. It can also be a good idea to require that the document be signed for when it is delivered so you have proof that it was received by the insurance company. 
  • Maintain a polite and professional tone in all communications. Acting in a confrontational or threatening manner will only serve to hinder your progress.
  • Stick to the facts of what happened without embellishment. Insurance company representatives seek a way to reduce the amount they are responsible for paying. By saying too much, you may provide them with just the reason they are looking for. 
  • If you receive any pushback at all from the insurance company, seek the guidance of a skilled attorney from a Miami insurance law firm
  • Set a limit on telephone conversations, for several reasons. Conversations can later be remembered differently by the two parties. A letter or an email leaves no room for doubt regarding what has actually been said. Also, telephone conversations are an opportunity for the representative from the insurance company to try and push the policyholder towards taking a quick and low settlement offer. 

The overall best way to handle requests for information from the adjuster or other insurance company representative is by referring them to an attorney from a Miami insurance law firm that you have retained to represent you or your company in the matter. This way you can be sure that no unnecessary information is relayed to the insurance company and that you have an advocate that understands the legal process working on your side. 

Things You Should Not Do Or Say When Communicating With An Insurance Company

  • If your claim involves an accident, do not admit or assume blame. 
  • Do not apologize. Even if you are just being polite, an apology can be construed as an admission of guilt. 
  • Resist the adjuster’s attempts to settle the claim quickly. Instead, consult with an attorney at a Miami insurance law firm to find out what your claim is really worth. Remember, it is in the best interest of the insurance company to settle your claim for as little as possible. An attorney can advocate to get the amount you actually deserve. 
  • It is possible that when a representative contacts you, they will ask for your permission to record their conversation with you. Do not be afraid to deny their request.
  • If your claim is based on injuries you received in an accident, do not discuss the nature of those injuries with the adjuster. 

It is always a good idea to speak with a lawyer from a Miami insurance law firm before speaking with anyone from the insurance company. No matter how friendly they may seem, the adjuster as well as any other representative from the insurance agency is not on your side and does not want to help you recover the amount you are actually owed. 

Dealing With the Insurance Company Representatives

All companies have nuances and positions that are particular to them. Even so, there are positions that are typical to most insurance companies. The higher up the position of the representative is in the hierarchy, the larger the dollar amount they are able to offer in settlement of an insurance claim. Following are some of the representatives a policyholder may encounter when they make a claim.

Claims Adjuster

A claims adjuster will work with policyholders that submit claims. If a client is making a claim on the damage done to the property, the claims adjuster will typically travel to look at the property. Their goal is to settle a claim for the least amount possible so they can save the company they work for money. 


The supervisor is over a group of adjusters and ensures that claims are timely addressed. They are responsible for conducting reviews of the adjusters and addressing concerns that claimants have that cannot be remedied by the claims adjuster. 

Customer Service Representative

A customer service representative will communicate with the claimant about their claim and answer any questions that they may have. 

Insurance Claim Denials

If you have had your claim denied by the insurance company, that does not have to be the end of the road. By speaking with a lawyer from a law firm that is adept in these matters, you can have your case reviewed to be sure there isn’t anything else that can be done to help you. After reviewing your policy, it is possible an attorney may be able to file an appeal to recover the full amount of compensation you are owed under the terms of your policy.

Let Our Miami Insurance Law Firm Help

If your insurance company is denying your coverage, contact Ver Ploeg & Marino, P.A. via our contact page and speak with an experienced attorney from our Miami insurance law firm. We have a proven track record of helping policyholders recover the compensation they are owed.

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