What to do when your insurance adjuster won’t call?

Dealing with an insurance claim can be a stressful experience, especially when your insurance adjuster fails to respond to your calls. When you’ve been in an accident or experienced property damage, it’s crucial to have effective communication with your insurance adjuster to ensure a smooth claims process. In this article, we will explore the steps you can take when your insurance adjuster won’t call, helping you navigate this frustrating situation and move forward toward resolving your claim.

what to do when your insurance adjuster won't call?

Understanding the Role of an Insurance Adjuster

Insurance adjusters are professionals who investigate insurance claims on behalf of insurance companies. They assess the damage, determine the coverage, and negotiate settlements with claimants. Their role is crucial in ensuring a fair and timely resolution for policyholders.

Reasons Why Your Insurance Adjuster Might Not Be Calling

Several factors could contribute to the lack of communication from your insurance adjuster. It’s essential to consider the following possibilities:

  1. High Workload: Insurance adjusters often handle multiple claims simultaneously, leading to delays in communication.
  2. Technical Difficulties: Technical issues with phone systems or email servers may hinder the adjuster’s ability to reach out.
  3. Miscommunication: It’s possible that your adjuster attempted to contact you but couldn’t reach you due to incorrect contact information.
  4. Scheduling Conflicts: Adjusters have busy schedules and might struggle to find a suitable time to connect with you.
  5. Personnel Changes: Your adjuster may have been replaced or assigned to other cases, causing a delay in communication.

Initial Steps to Take

When faced with an unresponsive insurance adjuster, it’s important to take proactive steps to address the situation. Follow these initial steps:

Gathering Your Policy Information

Locate your insurance policy documents, including your policy number, coverage details, and contact information for your insurance company.

Documenting the Damage or Accident

Take photographs or videos of the damage or accident scene, capturing all relevant details. This documentation will be essential during the claims process.

Reviewing Your Policy Coverage

Thoroughly review your insurance policy to understand your coverage limits, deductibles, and any specific requirements for filing a claim.

Contacting Your Insurance Company

If your adjuster fails to respond to your calls, you can take the following actions to escalate the situation:

Speaking with Customer Service

Contact the customer service department of your insurance company and explain the issue you’re facing. They may be able to provide guidance or escalate the matter internally.

Requesting to Speak with a Supervisor

If the customer service representative is unable to assist you, politely request to speak with a supervisor. Supervisors often have more authority and can intervene to ensure your concerns are addressed.

Sending a Written Complaint

Consider sending a written complaint to your insurance company, detailing the lack of communication from your adjuster. Be sure to include relevant dates, times, and any supporting documentation.

Engaging an Attorney

If your attempts to resolve the issue directly with your insurance company are unsuccessful, it may be necessary to seek legal representation. Here’s what you should consider:

Evaluating the Need for Legal Representation

Assess the complexity of your claim and the potential losses involved. If the claim is significant or if you believe your insurance company is acting in bad faith, consulting an attorney is advisable.

Seeking Recommendations and Researching Attorneys

Ask for recommendations from friends, family, or trusted professionals who have experience with insurance claims. Research attorneys specializing in insurance law and choose one with a solid track record.

Consulting with an Attorney

Schedule a consultation with the selected attorney to discuss your case. They can provide legal advice, evaluate the strength of your claim, and guide you through the legal process.

Keeping Detailed Records

Throughout your interactions with your insurance company, it’s crucial to maintain detailed records. This will help support your case and provide evidence if needed. Consider the following:

Documenting Phone Calls and Correspondence

Record the date, time, duration, and content of all phone conversations with your insurance company. Keep copies of any emails, letters, or other written communications.

Maintaining a Timeline of Events

Create a timeline that outlines the key events, including the dates of your claim submission, follow-up attempts, and any instances of unresponsiveness from your adjuster.

Understanding Your Rights

Educating yourself about insurance laws and regulations is essential when dealing with an unresponsive adjuster. Familiarize yourself with:

  • The laws and regulations specific to your jurisdiction
  • Your policy rights and obligations as outlined in your insurance policy

Exploring Alternative Dispute Resolution

If traditional methods fail to resolve the issue, consider alternative dispute resolution options:


Mediation involves a neutral third party facilitating negotiations between you and your insurance company to reach a mutually agreeable resolution.


Arbitration is a more formal process where an arbitrator reviews the evidence presented by both parties and makes a binding decision.

Filing a Complaint with Regulatory Agencies

You can file a complaint with regulatory agencies such as your state’s insurance commissioner. They have the authority to investigate complaints and mediate disputes.

Escalating the Issue

If all else fails, you can escalate the issue to ensure your concerns are addressed:

Contacting State Insurance Commissioner

Reach out to your state insurance commissioner’s office and file a formal complaint. They can investigate the matter and help facilitate a resolution.

Seeking Assistance from Consumer Advocacy Organizations

Consumer advocacy organizations can provide guidance and support, helping you navigate the claims process and advocate for your rights.


Dealing with an insurance adjuster who won’t call can be frustrating, but there are steps you can take to address the situation effectively. Start by gathering your policy information, documenting the damage, and reviewing your coverage.

If your adjuster remains unresponsive, contact your insurance company, engage an attorney if necessary, and keep detailed records of all interactions. Familiarize yourself with your rights and explore alternative dispute resolution options.

Remember to escalate the issue when needed, seeking assistance from regulatory agencies or consumer advocacy organizations. By taking these steps, you can work towards resolving your claim and ensuring a fair outcome.


Can I hire a public adjuster to handle communication with my insurance company?

Yes, you can hire a public adjuster who can represent your interests and handle communication with your insurance company on your behalf.

How long should I wait before escalating the issue with my insurance company?

If your adjuster hasn’t responded to your attempts to contact them within a reasonable timeframe, such as a week, it’s advisable to escalate the issue.

What constitutes bad faith on the part of the insurance company?

Bad faith may include unreasonably delaying claim processing, denying a valid claim without justification, or failing to communicate effectively with the policyholder.

Will engaging an attorney prolong the claims process?

Engaging an attorney may extend the claims process slightly, but their expertise can help ensure a fair and satisfactory resolution.

What are my options if my claim is denied?

If your claim is denied, you can consult with an attorney to explore your legal options, such as filing a lawsuit against the insurance company.

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