Do Insurance Adjusters Lie?

While they are not allowed to make knowingly false statements, insurance adjusters may use legally permissible tactics that can mislead or pressure you into accepting less than your claim is worth.

In fact, an 18-month CNN investigation uncovered internal strategies at several major insurers aimed at increasing profits by delaying or denying lower-value claims.

This puts injured claimants in a challenging position. While you’re focused on healing and managing expenses, you may be speaking with someone whose goal is to minimize what you receive.

Fortunately, you don’t have to handle this alone. New Jersey law—including the Insurance Fraud Prevention Act—offers protections against deceptive practices. Knowing how adjusters operate is helpful, but the better move is to have someone in your corner who already understands the system. That’s where we come in.

If you’re concerned about how your claim is being handled, trust your gut. Contact our experienced personal injury lawyer team at Maggiano, DiGirolamo & Lizzi, P.C. at (201) 585‑9111 for a free consultation.

The Adjuster’s Real Job: A Conflict of Interest Written into the Job Description

Your Goal vs. Their Goal

You are focused on getting the resources you need to recover from your injuries and cover your losses. The adjuster, however, is measured by their ability to “close” claims quickly and for the lowest possible amount.

The Pressure from Above

Adjusters work within a corporate structure. They answer to supervisors who manage budgets and performance metrics. This pressure sometimes dictates their approach to your claim.

It’s Business, Not Personal

The adjuster’s friendly demeanor on the phone is disarming. Remember that this is a business negotiation. Their kindness does not change their objective: to resolve your claim in a way that most benefits their employer.

The Role of Automation

Many large insurers now use computer programs, like Colossus, to generate initial settlement offers. These algorithms are designed to analyze data and produce a low figure, leaving out the human element of your pain and suffering. The adjuster’s role is then to convince you to accept what the computer says your claim is worth.

The Adjuster’s Playbook: 7 Tactics That Feel Like Lies (and Sometimes Are)

1. The “Friendly” Recorded Statement Request:

What they say: “I just need to get your version of events on the record to process your claim.”

The Truth

They are looking for inconsistencies or statements they can use against you later. A simple “I’m feeling a bit better today” can be twisted to mean your injuries are not serious. They are trained to ask leading questions that can box you into an answer that hurts your claim.

2. The Rush to a Quick, Early Settlement:

What they do: Offer you a check for a few thousand dollars within days of the accident.

The Truth

This offer seems like a relief when you have immediate bills, but it comes before the full extent of your injuries is known. Whiplash-type pain, for example, can flare up days or weeks later. Once you accept that check, you sign away your right to any future compensation for this injury, even if you later need surgery.

3. The Broad Medical Authorization Form:

What they ask for: “Sign this form so we can get the medical records related to your accident.”

The Truth

The form they send is often intentionally broad, giving them access to your entire medical history. They will then comb through years of records to find any pre-existing condition they can use to argue your current injuries are not related to the accident.

4. Downplaying or Disputing Your Injuries:

What you might hear: “Our review suggests that a crash at that speed couldn’t have caused the back injury your doctor diagnosed.”

The Truth

This is where adjusters may rely on internal reports or biased medical reviewers who have never examined you. They are challenging the opinion of your treating physician with that of someone paid by the insurance company.

5. The Promise of Future Payments:

What they might imply: “Just accept this amount for now, and if more medical bills come in, we can re-evaluate.”

The Truth

This is almost never true. A settlement is typically final. Unless it is explicitly written into the settlement agreement (which is rare), there is no “re-evaluating.” The locked door of a settled claim rarely has a second key.

6. The “We’ve Accepted Liability” Stall:

What they say: “Yes, our insured was at fault, and we are accepting liability. We’re just gathering the paperwork to process your payment.”

The Truth

This tactic is designed to make you feel like everything is fine, so you don’t call a lawyer. They then delay for weeks or months, knowing that as your financial pressure mounts, you will be more likely to accept a lower offer out of desperation.

7. Blaming You for the Accident:

What you might hear: “According to the file, it looks like you might have been partially at fault.”

The Truth

In New Jersey, if you are found to be more than 50% responsible for an accident, you cannot recover any money. By suggesting you share some of the blame, even a small amount, they are trying to reduce the value of your claim under the state’s comparative negligence laws. To be fair, sometimes they do have reasonable grounds to interpret certain facts about your case as evidence of your fault (even if it’s wrong). This is why you need a skilled lawyer on your side who knows how to push back and keep them fair.

Red Flags: How to Know When the Conversation is Turning Against You

1. They refuse to communicate in writing: If an adjuster will only speak on the phone and won’t put offers or explanations in an email, it’s a sign they don’t want a paper trail.
2. They give you hard deadlines to accept an offer: This is a pressure tactic. You should have a reasonable amount of time to consider any offer with legal counsel.
3. They discourage you from hiring a lawyer: If an adjuster tells you that “lawyers just complicate things” or “you’ll end up with less money after their fee,” it’s a massive red flag. They know that once an experienced attorney is involved, their playbook is no longer effective.
4. Their story changes: One day they say they are just waiting on one document, and the next week they say they are still investigating liability. This is sometimes a sign of intentional delay.
5. They issue a denial with a vague explanation: A legitimate denial should cite specific reasons and policy language. A vague denial that says your claim is “not covered” without detail may be an act of bad faith.

Your Shield: How an Attorney Levels the Playing Field

We handle all communication

Once you have legal representation, the adjuster is no longer allowed to contact you directly. All communication goes through our office. This stops the pressure tactics and protects you from saying something that could be misconstrued.

We conduct our own investigation

We don’t rely on the insurance company’s version of the facts. We gather police reports, interview witnesses, and, if needed, hire accident reconstruction professionals.

We manage the evidence

We collect and review all your medical records, bills, and proof of lost income. We present this evidence to the insurance company in a comprehensive demand package that clearly outlines the full value of your claim, leaving no room for them to “misunderstand” the severity of your losses.

We understand the law

We know the deadlines and legal requirements, including the special, shorter deadlines for filing a claim against a government entity in New Jersey. We also understand the legal definitions of bad faith and fraud, and we will hold the insurer accountable for unfair dealing.

We calculate the true value of your claim

We know that a claim is more than just medical bills. It includes future medical care, lost earning capacity, and the human cost of pain and suffering. We fight for the maximum compensation available under the law, not just the number an algorithm generates.

Cultural Tactics: How Insurance Adjusters Exploit Language Barriers and Cultural Norms in New Jersey

Insurance adjusters are trained to read people—and sometimes, that includes taking advantage of cultural habits that make you less likely to push back.

In New Jersey communities like Fort Lee and Palisades Park, where many families speak Korean at home or come from cultures that emphasize humility, deference to authority, or avoiding conflict, adjusters may alter their approach accordingly. This could lead to claims being undervalued or closed prematurely without the claimant realizing they had more options.

Common Cultural Pressure Tactics:

• “This is just how it works here.” Adjusters may imply that pushing for more money is greedy or improper, knowing that some claimants may be reluctant to “make trouble.”
• Switching to fast, legalistic English. When the claimant is ESL, some adjusters speed up the conversation or use technical terms to overwhelm or confuse.
• Discouraging the use of interpreters. They may suggest an interpreter “isn’t necessary,” even though it’s your right to fully understand every document and conversation.
• Appealing to politeness. Statements like “we’re trying to be fair here,” or “let’s just get this resolved quickly,” are designed to get you to agree before you’ve had time to review the true value of your claim.

How to Protect Yourself:

• Always ask for written communication. If they refuse, it’s a red flag.
• Request all documents in your preferred language when possible.
• Bring a trusted family member, translator, or attorney to any meeting or phone call.
• Never accept a check or sign a document until a lawyer explains what it means in plain terms—your native language, if needed.

Our firm has represented many clients from the Korean and broader immigrant community. We understand the cultural context and the ways insurers try to use it against you. You don’t have to fight this alone.

Frequently Asked Questions About Insurance Adjusters

The Next Step Is Yours. We’ll Take It From There.

Dealing with an insurance adjuster can feel like a game where the rules are constantly changing. But you don’t have to play it. Your focus should be on your health and your family. Let our firm handle the deadlines, the paperwork, and the difficult conversations.

Call Maggiano, DiGirolamo & Lizzi, P.C. now at (201) 585-9111 or contact us online to schedule a free, no-obligation consultation.