Steps to Take Before Speaking With an Insurance Adjuster

Before You Speak to an Adjuster, Know What You’re Facing

After an accident, most people feel extremely stressed out. You might be hurt, confused about what to do next, and unsure about who you can trust. One moment, you’re driving along Monroe Avenue. The next, you’re pulled over on the shoulder, your car crumpled, your mind racing. It doesn’t take long before your phone starts ringing. One of those calls is likely to come from an insurance adjuster.

Before you talk to them, it helps to understand what’s at stake. The adjuster works for the insurance company, not for you. They gather details early in the process, often before you know the full extent of your injuries or losses. That’s why it matters to prepare.

At Horn Wright, LLP, our Rochester car injury lawyers help people across Monroe County understand their rights and protect their claims from day one. We’re here to help you stay one step ahead.

Prioritize Safety at the Scene

Your first responsibility is making sure you’re safe. If you’re involved in a crash on I-490, East Avenue, or near the Rochester Public Market, stop the vehicle and assess your surroundings. Don’t try to handle everything alone. Call 911 and report the incident right away.

Emergency services create an official incident record, and if someone is hurt, they provide immediate medical care. This becomes critical later. Adjusters look closely at timelines. If there’s a gap between the crash and the emergency call or treatment, they may raise questions.

Focus on these steps:

• Call for help.
• Check yourself and others for injuries.
• Move to a safer spot if traffic is a threat.

Acting quickly protects both your health and your claim. If you or someone else needs help, don’t hesitate to call emergency services. You can always reach 911, or for more details, visit the New York State emergency services page.

Report the Accident to Local Authorities

In Monroe County, you need to report accidents involving injuries or property damage to law enforcement. If the crash happened near Highland Park or closer to Irondequoit, contact the appropriate agency. Within Rochester, that’s typically the Rochester Police Department. Outside the city, it may be the Monroe County Sheriff’s Office.

Once officers arrive, stay calm and explain what happened. Share only what you know firsthand. Avoid guessing or assigning blame.

An official police report gives your claim a verified foundation. Since insurance adjusters often review it early, accuracy matters. You can also file a report with the New York State Department of Motor Vehicles if the police do not respond on scene.

Document the Scene Thoroughly

If you can, start collecting visual evidence before cars are moved or towed. Use your phone to take pictures and videos of:

• Vehicle damage (close-up and wide shots)
• Any visible injuries
• Skid marks, broken glass, or debris
• Traffic signs and signals
• Road or weather conditions

If you’re in a high-traffic area like near the Rochester General Hospital or around East Main Street, the scene can change within minutes. The sooner you act, the better.

Dashcam footage also helps, if available. Make sure to save a copy on your device or in the cloud. This type of evidence can shape how the adjuster sees the event.

Exchange Information Without Discussing Fault

It might feel natural to apologize or explain, especially if the other driver is upset. Resist that urge. Your words may be repeated later, especially if there are witnesses or recordings. Stick to exchanging basic information:

• Name and phone number
• Insurance provider and policy number
• Driver’s license and plate number

Avoid giving opinions about what happened. Don’t say you “didn’t see them” or “should have stopped sooner.”

Even small comments like that can be used to shift blame. Adjusters are trained to pick up on statements that seem like admissions, even when you’re just being polite or honest in the moment.

Get Medical Attention Immediately

If you don’t go to the hospital from the scene, get checked out the same day. You can visit a nearby facility like Strong Memorial Hospital, or an urgent care center in Greece or Brighton. Even if your injuries seem minor, let a medical professional evaluate you.

Symptoms like whiplash, concussions, or internal bruising often take hours or days to fully show up. Waiting too long to get treated can hurt your claim later. Insurance companies may argue your injuries aren’t tied to the crash if there’s too much delay.

Document your visit. Save everything you receive from the provider, including discharge papers, prescriptions, and follow-up instructions. These records matter more than you might think.

Notify Your Own Insurance Company

Let your insurance provider know about the crash as soon as possible. In New York, you’re required to notify them promptly. That doesn’t mean you need to explain everything right away.

Start with the basics:

• When and where the accident occurred
• Who was involved
• Whether police responded

Don’t offer opinions or guesses. Keep your explanation brief and factual. Say that you’ll provide more details after reviewing the police report or speaking with an attorney. If you visit a local office in Rochester, bring any written info you’ve already gathered.

Giving too much too early can cause trouble. Adjusters might use early statements to limit your options later.

Review Your Policy and Rights

Before speaking with any adjuster, yours or someone else’s, take time to read your insurance policy. Understand what your coverage includes. Focus on:

• Personal injury protection (PIP)
• Bodily injury liability
• Collision and comprehensive options

Every policy has exclusions and limits. In Monroe County, many drivers carry just the minimum coverage required under New York law. That makes it especially important to understand what your plan actually covers.

By knowing your rights, you reduce the risk of accepting an inaccurate summary from an adjuster. You’ll be in a better position to respond when they describe what they believe you’re entitled to receive.

Gather All Related Documentation

When adjusters call, they often ask for details right away. Before you speak to them, organize everything related to the accident:

• Police report from the Rochester PD or Monroe County Sheriff
• Hospital records, test results, and doctor notes
• Repair estimates from local auto shops (like those near Lyell Avenue or Ridge Road)
• Photos and video footage
• Contact info for witnesses

Keep these materials in one folder, physical or digital. Being prepared not only helps you answer questions, but it also shows the adjuster that you’re taking the process seriously.

Disorganization gives insurance reps more power to steer the conversation. Preparation puts you back in control.

Avoid Recorded Statements

This step often trips people up. An insurance adjuster might sound friendly. They might say a recorded statement is required. It isn’t. You have the right to decline.

These recordings usually happen early, when you might still be in pain or unsure about what happened. Once recorded, your words can be taken out of context or used to reduce the value of your claim.

In Rochester, where many accidents happen on fast-moving roads like Lake Avenue or Route 104, confusion at the scene is common. Memory gaps are normal. That’s why it’s better to wait until you have all the facts before giving any formal statement.

Speak With a Rochester-Based Personal Injury Attorney

Before you go into details with the insurance company, talk with a local injury attorney. They understand how adjusters in upstate New York handle claims. They also know what evidence carries weight in Monroe County courts, should your case go that far.

When you call an experienced lawyer, you get help identifying what to share, when to share it, and how to avoid common missteps. Whether the crash happened on Elmwood Avenue or Route 590, a lawyer who knows the Rochester area can provide insight you won’t get from a general legal hotline or out-of-state firm.

You deserve someone in your corner who puts your well-being above company profits.

Call Horn Wright, LLP, for Support After Your Accident

When you’re dealing with an insurance adjuster, what you say can shape the outcome of your claim. That’s why it pays to slow down, get informed, and speak with someone who knows how these systems work. At Horn Wright, LLP, we represent injury victims across Rochester and Monroe County. Our attorneys know the tactics insurance companies use, and we know how to push back. Let us take that stress off your shoulders so you can focus on healing.