Identify the caller
Record the adjuster’s name, company, contact details, claim number, insured party, and which coverage the person says is involved.
Clarify the request
Ask exactly what information, statement, authorization, or document is requested and the stated reason. Request written instructions when appropriate.
Stay with known facts
Do not guess about diagnoses, recovery, fault, or missing details. If you do not know an answer, say so and note what would be needed to verify it.
Log every exchange
Keep the date, channel, participants, summary, documents sent, and any response date. Save voicemail, email, and letter copies with the claim number.
Pause before final documents
A release or final settlement can have legal consequences. Ask a qualified lawyer in the relevant jurisdiction before signing if you are unsure what the document does.