- Adjusters carry large caseloads, change often and route calls through queues, so PI firms spend hours on hold and leaving voicemails.
- Many states' unfair claims settlement practices laws set deadlines for insurers to acknowledge and respond to claim communications; check your state's rule.
- Follow-up works best on a set schedule, with every call, contact name and promise logged in the case file.
- For 120 open claims needing two adjuster calls a month, follow-up can take about 60 staff hours.
- HelloCounsel's agents call carriers to open claims and keep following up with adjusters after, logging every call in the case file.
Insurance adjusters don't call PI firms back quickly because they carry large caseloads, change often, and work through phone queues that favor their own priorities. Firms end up repeating calls and voicemails to get a claim number, coverage details or a response. A set follow-up schedule and a clear call log keep claims moving.
- HelloCounsel's Case Opening agent calls each carrier until the claim number is in the case file.
- Agents keep following up with adjusters after the claim is open.
- Every call is logged, so your team knows exactly where each claim stands.
Why are adjusters so hard to reach?
Adjusters juggle many open claims, and law firm calls compete with everything else on their desk. Claims get reassigned, voicemails go to the previous adjuster, and some carriers route every call through a central line. Without steady follow-up, a claim can sit for weeks.
Common obstacles:
- Heavy caseloads: Each adjuster handles many claims at once.
- Reassigned claims: The adjuster changes and messages go to the wrong person.
- Phone queues: Central lines mean long holds before reaching anyone.
- Missing details: Without a claim number or policy details, calls go nowhere. See letter of representation.
- No paper trail: Calls aren't logged, so the next person starts over.
Do insurers have to respond to a PI firm?
Many states set rules. Unfair claims settlement practices laws, often based on an NAIC model act, commonly require insurers to acknowledge and respond to claim communications within a set number of days. The deadlines and enforcement vary by state, so check the rule where the claim is.
Your attorneys decide when a slow response should be escalated, for example to a supervisor or the state insurance department.
How should PI firms follow up with adjusters?
On a schedule, and on the record. Set a follow-up date for every open claim, call and email until you get a response, and note the date, the contact's name and what they promised. Confirm important answers in writing.
Adjuster follow-up routine:
- Open the claim. Send the letter of representation and get the claim number.
- Set the cadence. A follow-up date on every open claim.
- Log every call. Date, contact, outcome and next step.
- Confirm in writing. Coverage details and limits by email.
What does adjuster follow-up cost a PI firm?
Case manager hours. Calls to carriers are one of the biggest time drains on a PI case team, and most of that time is hold and voicemail. The example below shows how those hours add up.
Worked example · mid-size firm
| Input | Example |
|---|---|
| Open claims needing adjuster follow-up a month | 120 |
| Calls per claim a month | 2 |
| Minutes per call, including hold | 15 |
| Staff hours a month (120 × 2 × 15 min) | 60 hrs |
Illustrative figures; replace with the firm's own numbers.
Knowing coverage early helps too. See how to find insurance policy limits.
Get adjusters on the record without the hold time
HelloCounsel's agents call carriers until the claim number is in Filevine, Litify, Neos or CasePeer, then keep following up with adjusters and log every call. HIPAA compliant, and every engagement starts with a pilot.
Schedule DemoShould case managers, a call service or an AI agent call adjusters?
Firms reach adjusters in three ways: case managers call themselves, an outsourced call service makes the calls, or an AI agent does the calling and logging. The difference is cost, how persistent the follow-up is, and whether every call lands in the case file.
| Case managers | Outsourced call service | AI agent | |
|---|---|---|---|
| Cost | Staff time | Per-call or hourly fees | Custom pricing, no per-minute billing |
| Follow-up | When staff have time | Set by the vendor | Calls on a schedule until there's a response |
| Knows the case | Yes | Works from a script | Works from the case file |
| In your CMS | Only if staff log it | Emailed notes | Logged in your case file |
| Best for | Complex claims | Overflow | Firms with many open claims |
For the full pre-suit workflow, see pre-litigation case management.
How does HelloCounsel help with carrier calls?
HelloCounsel's Case Opening agent collects insurance cards and IDs from clients and calls each carrier until the claim number is in the case file. After that, agents keep following up with adjusters on a schedule and log every call. Your team handles coverage disputes and negotiation.
Here's what case opening automation does on each claim:
- Collects client documents: Gathers insurance cards and driver's IDs.
- Calls the carrier: Calls until the claim number is in the case file.
- Follows up with adjusters: Keeps calling on a schedule after the claim is open.
- Catches gaps: Checks what the file is missing and follows up.
- Logs every call: Notes each call and contact in the case file.
- Works inside your CMS: Filevine, Litify, Neos or CasePeer, with no new training for your team.
What do firms say about working with HelloCounsel?
“Working with HelloCounsel has been an outstanding experience. Their commitment to client service and innovation is evident in everything they do.”
Anthony Ramos, COO, Pendergast Law
Frequently Asked Questions
1. Why won't the insurance adjuster call back?
Adjusters handle many claims at once, claims get reassigned, and calls often go through central queues. Following up on a schedule and confirming the current adjuster usually gets a faster response.
2. How long does an insurer have to respond to a claim?
It depends on the state. Many unfair claims settlement practices laws set deadlines for acknowledging and responding to claim communications. Check the rule where the claim is.
3. How often should a PI firm follow up with an adjuster?
Set a follow-up date on every open claim and keep to it. Many firms follow up weekly while waiting on a claim number or coverage details.
4. What should a firm log after an adjuster call?
The date, the adjuster's name and contact details, what was discussed, what was promised and the next follow-up date.
5. Can AI call insurance adjusters?
Yes. HelloCounsel's agents call carriers until the claim number is in the case file, keep following up with adjusters after, and log every call for your team.
6. Does the Case Opening agent work with my case management system?
The agent works inside Filevine, Litify, Neos and CasePeer, so claim numbers and call notes land in your case file. If your firm uses a different system, raise it on a demo call.
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