Dealing with the loss adjuster
Someone from the insurance side has contacted you and you are not sure what they actually want.
A loss adjuster is the person the insurer sends to check the accident and your losses before investigating a road accident claim further. They check liability, the vehicle damage and the claimed losses before any offer is made. They appear early in most road accident claims, often before you have fully processed what happened.
Who they actually represent
The adjuster works for the insurer, the same insurer the law requires to satisfy a valid injury judgment in the end.[1] This stays true even where their manner is friendly and their questions sound routine.
Their report feeds directly into how the insurer values, or resists, your claim. It is worth remembering whose side they are actually on, from the first phone call onward.
What they typically ask for
Expect requests for your version of events, photographs, repair quotes, and sometimes an inspection of the vehicle. Providing accurate documents helps your claim.
Providing a guess dressed up as a fact does the opposite. It can quietly undermine your claim later, even if it felt harmless to say at the time.
What to be careful about saying
Stick to what you directly know and observed. Avoid speculating about fault, speed, or exact distances if you are not certain.
Malaysian law already allows for shared responsibility to reduce an award, without you needing to raise it yourself.[2] Volunteering it early rarely helps your position.
Why the first offer often feels low
An early offer is frequently based on the adjuster’s initial report, made before your medical prognosis is settled. That timing alone can make the offer look lower than your case may actually support.
Before you accept a settlement offer explains how to check it properly before you respond.
What happens to the adjuster’s report
The report the adjuster prepares usually forms the basis for whatever the insurer offers next, and sometimes for whether they dispute fault at all. Seeing it framed this way helps explain why small details in your first conversation with them can matter more than they seem to at the time.
Nothing about this process is set in stone once the report is written. A later medical report or additional evidence can still change how the insurer views your claim.
When to get your own view before responding
If an adjuster’s questions start to feel like pressure toward a quick admission or a quick number, that is worth noticing. It is a reasonable point to get independent input before you answer further.
Do you need a lawyer covers when that step is worth taking, and what it would actually involve.
Common questions
Who does the loss adjuster actually work for?
The insurer, not you. Their job is to investigate the accident and check the claimed loss on the insurer's behalf, even when they are polite and helpful in tone. Treating them as neutral is a common and costly mistake.
Do I have to answer everything an adjuster asks?
You should answer honestly, but you are not required to guess, speculate, or agree with a suggested version of events you are unsure about. Stick to what you actually know and saw.
Should I admit any fault to speed things up?
No. Even a casual comment about being partly at fault can be used later, and Malaysian law already allows a reduction for shared fault without you volunteering it early.[2] Let the evidence speak instead.
Why did the adjuster's visit lead to a lower offer than I expected?
An adjuster's report often forms the basis of the insurer's first offer, and that offer can undervalue your claim if your medical report or losses were not fully documented yet. [Before you accept a settlement offer](/settlement-offer-review/) covers what to check before responding.
Sources
- Road Transport Act 1987, s.96 (Ministry of Transport) (accessed 2026-09-22)
- Low & Partners, on Civil Law Act 1956 s.12 (accessed 2026-09-22)