Can I trust the insurer's adjuster?
Someone representing the insurer is asking questions, and you cannot tell whose side they are actually on.
Talking to someone whose job is to assess your claim can feel adversarial, even when nothing has gone wrong yet. A loss adjuster works for the insurer, not for you, and that is simply the normal structure of the process, not a sign that something dishonest is happening. Knowing this helps you engage with it more confidently.
Why the process feels like it is working against you
Every question can feel like a test when you already suspect the answer is being used against you. The insurer’s adjuster is doing a job: checking facts, verifying documents and inspecting damage, on behalf of the party that will eventually pay.[1]
That does not make the process unfair by default, but it does mean you should not assume it is automatically working in your favour either.
What the adjuster’s role actually is
An adjuster investigates liability and the value of the claim, inspects vehicles, and reviews documents before any offer is made. Their report shapes what the insurer offers, but it is not a court judgment, and it can be challenged with your own evidence.
Understanding this distinction is useful when an offer later feels too low, which reviewing a settlement offer and what to do about a low offer both cover in more detail.
How to protect your side of the picture
A few habits keep the process balanced rather than one-sided.
- Keep your own copies of every document you provide.
- Answer questions factually, without guessing or filling gaps you are unsure of.
- Get your own medical opinion if the insurer’s assessment of your injury seems to understate it.
- Ask directly what an assessment was based on if it surprises you.
The honest limits
Most adjusters are simply doing their job professionally, and disagreement is a normal part of a claim rather than proof of misconduct. Genuine bad-faith behaviour is possible but not the default assumption, and either way, your own evidence is what actually protects your position.
What to do next
Feeling wary of the process is reasonable, and it does not mean you need to face it without support. Bringing your questions and evidence together clearly is a good next step, and do you need a lawyer can help you do that.
Common questions
Is the loss adjuster working for me or against me?
A loss adjuster works for the insurer, checking the facts and the value of the claim on the insurer's behalf. That is their normal role, not necessarily a sign of bad faith, but it means you should bring your own evidence too.
Do I have to accept whatever the adjuster decides?
No. Their assessment is a starting point for negotiation, not a final decision. You can provide your own evidence, question their findings, and negotiate further if you disagree.
Should I get my own medical opinion separately?
It can help, particularly if the insurer's own medical assessment seems to understate your injury. An independent medical report adds weight to your side of the picture.
What if I feel pressured to agree quickly?
You are not required to respond immediately, and taking time to review an assessment or offer properly is a reasonable and normal step, regardless of how the conversation is framed.
Sources
- Ministry of Transport, on the motor claims process under the Road Transport Act 1987 (accessed 2026-09-22)