What they say vs. what they’re actually documenting (Texas + San Antonio claims)
If you were hurt in a crash in San Antonio—maybe on I-10, Loop 1604, or a busy stretch like Bandera or Culebra—there’s a good chance an insurance adjuster will call quickly. The tone is often warm, conversational, even reassuring.
That’s not an accident.
Adjusters are trained to gather information that helps the insurer evaluate (and often limit) what it pays. The call may feel informal, but it’s usually a fact-collection session that can end up in the claim file as a summary, a recorded statement, or a set of “admissions” used later to dispute fault, injuries, or treatment.
This post breaks down the most common adjuster scripts—what they say vs. what they’re documenting—and practical steps Texans can take to protect themselves without being rude or evasive.
Why adjusters call so quickly after a Texas crash
Early contact can be legitimate: confirming the vehicles involved, exchanging insurance details, or arranging repairs. But early calls are also the easiest time to lock in statements—before you’ve had imaging, before pain fully sets in, and before you’ve had a chance to review what actually happened.
In many personal injury claims, the adjuster is building a file around three themes:
- Liability (fault): Who caused the wreck, and is there any shared responsibility?
- Causation: Are the injuries truly from this crash or something else?
- Damages: How serious is it, and what’s a defensible value range?
That “friendly” call is often designed to collect sound bites for all three.
The “friendly” phone call: what they say vs. what they’re documenting
Below are common phrases adjusters use and the practical meaning behind them.
1) “I just need to hear your side of the story.”
What it sounds like: Fairness. Balance. A chance to be heard.
What’s being documented: Anything that can be framed as an admission, including uncertainty.
- If you say, “I didn’t see them,” that may be used to argue you weren’t paying attention.
- If you say, “I might have been going a little fast,” that may become a speed admission.
- If you guess at distances or times, those guesses can be treated like facts later.
Safer approach: Stick to what you know (where, when, direction of travel) and avoid speculation.
2) “This call is recorded—just routine.”
What it sounds like: Standard procedure. No big deal.
What’s being documented: A recorded statement that can be replayed and compared against later medical records, deposition testimony, or crash data.
Even honest people can miss details immediately after a wreck. Recorded statements lock your words in early—sometimes before symptoms show up fully (neck/back injuries and concussions can evolve over days).
Safer approach: You can say:
“I’m not comfortable giving a recorded statement right now. I’m still getting medical care and gathering information.”
3) “Were you hurt?” / “How are you feeling today?”
What it sounds like: Polite concern.
What’s being documented: A snapshot of your condition that may be used to downplay injuries.
People often respond reflexively with “I’m okay” or “I’m fine”—especially if they’re trying to stay calm. That phrase can show up later as: Claimant reported no injury.
Safer approach: If you’re still being evaluated, try:
“I’m still being checked out. It’s too early to say the full extent.”
4) “Tell me everywhere you feel pain.”
What it sounds like: Thoroughness.
What’s being documented: A body-map baseline that may be used to argue anything not mentioned “must not be related.”
If you didn’t list a symptom on day 2, the file may later frame it as “new” or “unrelated,” even if it’s medically consistent with your injuries.
Safer approach: You can give a general answer without locking into a final list:
“I have pain and soreness, and I’m still getting evaluated. I’ll rely on my medical providers’ records for specifics.”
5) “Do you have any prior injuries? Any back or neck problems?”
What it sounds like: Normal background question.
What’s being documented: Alternative causes—prior conditions, old claims, or anything that allows the insurer to argue your symptoms pre-existed.
Prior injuries do not automatically defeat a claim in Texas. But vague answers (“I’ve had back issues for years”) can be used to reduce value, delay payments, or dispute causation.
Safer approach: Be truthful, but don’t diagnose yourself. If asked, a careful response is:
“I’ve had routine aches like most people, but I’m not sure what’s relevant medically. My doctors can address causation based on exams and imaging.”
6) “Can you walk me through exactly how the crash happened?”
What it sounds like: You’re helping them understand.
What’s being documented: Details for a liability argument, including comparative fault.
Texas uses proportionate responsibility rules. If the insurer can argue you were partly at fault, it may reduce the claim’s value—or, if they argue you were more than 50% responsible, attempt to bar recovery altogether.
Safer approach: Provide the basics (location, lane, traffic control devices, direction) and avoid conclusions (“I should’ve…” “I could’ve…”).
7) “So you didn’t see any witnesses, right?”
What it sounds like: Clearing up the record.
What’s being documented: A witness gap that can weaken your proof if liability is disputed.
Safer approach: If you don’t know, say you don’t know:
“I’m not sure. I’ll check the crash report and my photos.”
8) “We can send you a release to get your medical records—quick and easy.”
What it sounds like: Efficiency.
What’s being documented: A path to a broad records pull that may include unrelated history.
Some authorizations are narrow; others are expansive. Broad releases can invite arguments over old issues, unrelated complaints, or gaps in care.
Safer approach:
“I’m willing to provide relevant records. I prefer any authorization to be limited to treatment related to this crash and within a reasonable time period.”
9) “We can get you a quick settlement today.”
What it sounds like: Relief. Fast help.
What’s being documented: A push to close the file before the full medical picture is known.
Early offers may look attractive when bills are arriving. But once you sign a release, the claim is typically over—even if you later learn you need injections, surgery, or extended rehab.
Safer approach:
“I’m not in a position to discuss settlement until I understand my medical situation and have complete documentation.”
10) “I just need you to agree that…”
What it sounds like: Confirming simple facts.
What’s being documented: A carefully phrased conclusion they want you to adopt.
Examples include: “You were braking suddenly,” “Traffic was moving fast,” “You didn’t have much pain at the scene.” These statements can become the insurer’s storyline.
Safer approach:
“I can confirm basic facts like date, location, and vehicles. I’m not comfortable agreeing to conclusions.”
Red flags during an adjuster call
If you hear any of these, slow down:
- Pressure to give a recorded statement immediately
- Pressure to sign a broad medical authorization
- Questions that require guessing (speed, distances, reaction times)
- Attempts to get you to minimize symptoms
- “We just need this to process your claim,” without explaining what “this” is
- “This offer is only available today” style urgency
A respectful “I’m not sure” or “I need to review that in writing” is often the safest move.
A practical script you can use on the phone
If you want to be cooperative without getting boxed in, this works in many situations:
“I’m happy to confirm basic information like my contact details, the vehicles involved, and where the crash occurred. I’m still receiving medical evaluation, and I’m not comfortable giving a recorded statement or discussing settlement right now. If you need anything specific, please email it to me.”
Short. Calm. Non-combative.
If you already gave a recorded statement, don’t panic
Many people do—especially when they’re injured, stressed, or trying to be polite.
What matters next is what you do with the rest of the claim:
- Write down what you remember saying (as best you can)
- Get medical evaluation and follow through on recommended care
- Keep records: discharge papers, imaging, prescriptions, therapy notes, missed work documentation
- Avoid posting about the wreck on social media (even “I’m fine!” posts can be taken out of context)
- If you’re represented, your attorney can request claim documentation and address inaccuracies through evidence, medical opinions, and crash proof
What you should gather before any meaningful claim discussion
If you’re in San Antonio or elsewhere in Texas, these items often matter more than a phone conversation:
- Crash report (or at least the report number)
- Photos/video (vehicles, roadway, injuries, bruising as it appears)
- Witness names and contact information (if available)
- Medical visit summaries and imaging results
- Timeline of symptoms (day-by-day notes help)
- Proof of missed work and wage loss (pay stubs, employer letter)
- Receipts and out-of-pocket costs
The stronger your documentation, the less the claim hinges on a fast, informal call.
Internal links: learn more about common San Antonio injury claims
If you’d like deeper, claim-specific guidance, these pages may help:
- Car wrecks: San Antonio car accident lawyer
- Commercial vehicle and 18-wheeler crashes: San Antonio truck accident lawyer
- Motorcycle collisions: San Antonio motorcycle accident lawyer
- Head injuries and concussions: Traumatic brain injury claims
FAQ: quick answers people ask after an adjuster calls
Should I talk to the other driver’s insurance adjuster in Texas?
You can confirm basic facts (identity, vehicles, date/location), but you generally don’t have to give a recorded statement immediately. Be cautious with detailed questions about fault or injuries if you’re still being evaluated.
Do I have to give a recorded statement?
Not always. Insurers often request recorded statements early, but you can decline or postpone, especially when you’re still getting medical care and gathering documents.
What if the adjuster seems nice—does that mean they’re on my side?
Adjusters can be professional and courteous while still documenting information that may reduce what the insurer pays. Treat the call as part of a claim investigation, not a casual conversation.
Can I accept a quick settlement and still treat later?
Usually, signing a settlement release ends the claim. If you later need more treatment, you may have limited or no ability to reopen the claim. Consider the medical picture before discussing final numbers.
What’s the safest thing to say about injuries on day one?
If you’re unsure, it’s fair to say you’re still being evaluated and can’t yet describe the full extent. Avoid minimizing symptoms just to be polite.
Talk to a San Antonio personal injury lawyer about your adjuster call
If you were injured and you’re getting pressure from an adjuster—especially for a recorded statement or a fast settlement—it may help to speak with a lawyer who handles Texas injury claims and can explain options based on your specific facts.
Ryan Orsatti Law
4634 De Zavala Rd, San Antonio, TX 78249
Phone: 210-525-1200
This blog is for informational purposes only, not legal advice. Reading it does not create an attorney-client relationship. Past results do not guarantee future results.