It’s human nature to seek comfort and support after a disaster. When your basement is flooded, your car is crumpled, or a tree has crashed through your roof, your first instinct—after ensuring everyone’s safety—is often to call your insurance company. You’ve paid your premiums faithfully, year after year. In this moment of crisis, it feels like they should be your financial first responder, a friendly ally ready to make things right.
It’s time to shatter that illusion.
Your insurance company is a for-profit business. Its primary fiduciary duty is to its shareholders, not to you. While a good agent may be personally empathetic, the corporation’s systems are designed for one thing: managing risk and minimizing payouts. Every interaction you have, especially the initial one, is part of a process to gather information that can be used to value—and often, to devalue—your claim.
The most critical document in this process is your insurance claim statement. This is your official, recorded account of what happened. It becomes a permanent part of your file, and every word you write or say can be scrutinized, analyzed, and potentially used against you.
To protect your financial interests and ensure you receive the full and fair settlement you’re entitled to, you must be strategic, precise, and incredibly cautious. Here are the seven things you should never, under any circumstances, say in a claim statement.
1. “I’m Sorry” or “It Was My Fault”
Why It’s Dangerous: We are conditioned to be polite, and in the immediate aftermath of an accident, adrenaline and shock can lead us to apologize instinctively. You might say, “I’m so sorry, I just didn’t see that other car,” or “I feel terrible, this was probably my fault.” In the context of an insurance claim, these are not just pleasantries; they are admissions of legal liability.
How It’s Used Against You: Insurance adjusters are trained to listen for these admissions. A simple “I’m sorry” can be twisted into a conclusive statement of guilt, shifting 100% of the blame—and the financial responsibility—onto you. Even if you were only 1% at fault, admitting to any degree of responsibility can severely compromise your position. In states with comparative negligence laws, your admission could directly reduce your settlement by the percentage of fault you accepted.
What to Say Instead: Stick to the objective, verifiable facts. Describe the events without adding a narrative of blame or emotion. Instead of “I’m sorry, I must have hit that patch of ice,” say, “The vehicle encountered a patch of ice on the road, which caused a loss of traction and the subsequent impact.” Report what you experienced, not your interpretation of your own actions.
2. “I Think…” or “I Suppose…”
Why It’s Dangerous: Speculation is the enemy of a strong insurance claim. When you use phrases like “I think,” “I believe,” “probably,” or “I suppose,” you are moving from the realm of fact into the realm of guesswork. You are providing uncertain information that can be seized upon to create inconsistencies later.
How It’s Used Against You: Let’s say you’re dealing with a water damage claim. You write, “I think the leak started from the old pipe in the guest bathroom.” The adjuster notes this. Later, a plumber determines the leak actually came from a faulty connection behind the washing machine. The insurer now has a reason to question the entirety of your statement, arguing that you were unsure of the facts from the beginning. They may even try to deny the claim, suggesting the true source of the leak is not a covered peril. Speculation opens the door to doubt.
What to Say Instead: Only state what you know to be true based on direct observation. If you don’t know something for certain, it is perfectly acceptable—and strategically wise—to say, “I do not know the origin of the leak at this time. A professional inspection is required to determine the exact cause.” Defer to experts and official reports. Your role is to report the damage, not to diagnose its source.
3. “It Wasn’t That Bad” or “It’s Just a Small…”
Why It’s Dangerous: This is often born from a desire to be stoic or to minimize the stress of the situation. You might say, “It’s just a small dent,” or “The fire wasn’t that bad, it was mostly smoke damage.” You are trying to downplay the event, but the insurance adjuster hears, “The damage is minimal and requires a minimal payout.”
How It’s Used Against You: Insurance companies will take you at your word. If you describe the damage as “minor” or “not a big deal,” they will use that to justify a lowball settlement offer. They have no incentive to look for hidden damage if you’ve already assured them there isn’t any. That “small dent” might have compromised your car’s frame, and the “mostly smoke damage” might have created toxic residue throughout your HVAC system—issues you’ll now have a much harder time getting covered because you initially minimized the loss.
What to Say Instead: Describe the damage factually and comprehensively without editorializing its severity. Don’t say, “It’s just a small crack in the foundation.” Say, “I have observed a horizontal crack measuring approximately 8 inches in length on the western foundation wall, accompanied by minor moisture seepage.” Let the professionals assess the severity and the cost of repair. Your job is to catalog, not to qualify.
4. “This is an Estimate, but…”
Why It’s Dangerous: You’re trying to be helpful by providing a rough idea of repair costs. Perhaps you’ve spoken to a contractor who gave you a quick, off-the-cuff guess. You write, “My contractor estimated it would be about $5,000 to fix.” This number, even if presented as informal, immediately becomes an anchor point for the entire negotiation.
How It’s Used Against You: The adjuster’s own estimate will almost always come in lower than yours. If you’ve provided a preliminary number, they now have a ceiling. They might offer you $4,500, positioning it as a compromise close to your “estimate.” Meanwhile, a formal, detailed quote from the contractor might come in at $7,500 once they discover rot, mold, or structural issues. You’ve now made it exponentially harder to get that full $7,500 because you voluntarily set a lower expectation.
What to Say Instead: Never offer a dollar figure. The valuation of the loss is the core of the negotiation, and it’s a battle you should not fight with amateur numbers. State clearly: “I have not yet received a formal, itemized estimate for the repairs. I am in the process of obtaining multiple comprehensive quotes from licensed and qualified contractors, which I will provide upon receipt.” This puts the onus on them to make the first offer and establishes that you are serious about a thorough, professional repair.
5. “I Don’t Have Any Receipts/Photos/Records.”
Why It’s Dangerous: This statement, while perhaps true, signals a lack of preparedness that an insurance company can exploit. It tells the adjuster that your claim will be difficult to verify and, therefore, easy to challenge. For personal property claims, this is particularly devastating.
How It’s Used Against You: You’re claiming $3,000 for a stolen high-end mountain bike. You say, “I don’t have the receipt.” The adjuster will assign it a default value for a basic, big-box-store bike, perhaps $300. You’re claiming water damage destroyed your antique rug. Without a receipt or appraisal, they will depreciate its value to near zero. The burden of proof is on you, the policyholder. Admitting you can’t meet that burden upfront gives them a green light to undervalue your entire claim.
What to Say Instead: Even if you don’t have the documents at this moment, frame your response proactively. Say, “I am currently gathering all relevant documentation, including purchase records, owner’s manuals, and photographs from before the incident. I will supplement my claim with this evidence as soon as my collection is complete.” This shows you are organized and serious about proving your loss, forcing them to treat your claim with more respect.
6. “This is For Pre-Existing Damage / Normal Wear and Tear”
Why It’s Dangerous: In an attempt to be honest and thorough, you might point out issues that were already present. “The roof was already old and had a few loose shingles before the storm took the whole section off,” or “There was a small crack in the windshield before the rock hit it.” You think you’re providing context; the insurer sees a loophole.
How It’s Used Against You: Insurance is designed to cover sudden and accidental losses, not maintenance issues. By volunteering information about pre-existing damage or wear and tear, you are giving the company a ready-made reason to deny your claim. They will argue that the storm didn’t cause the damage—the pre-existing condition did. They may assert that the rock chip merely exacerbated an already compromised windshield, and therefore they are only responsible for a portion of the repair, if any.
What to Say Instead: Report only the damage caused by the specific, covered event. Describe the new damage factually. It is not your job to do the adjuster’s investigation for them. If they ask about pre-existing conditions directly, you can respond, “The property was in good working order prior to this incident.” Let them prove otherwise. The old state of your roof is irrelevant to the fact that a windstorm is a covered peril that caused a specific, new loss.
7. “I Don’t Have an Attorney” or “I’m Handling This Myself”
Why It’s Dangerous: This might seem like an innocent, even proud, declaration. You’re saying you’re capable and don’t need legal help. However, to an insurance adjuster, this signals that you are likely uninformed about your rights, the nuances of your policy, and the tactics of claim negotiation. You are a proverbial lamb walking into a lion’s den.
How It’s Used Against You: An adjuster who knows you are unrepresented may be more aggressive in their lowball offers, more dismissive of your requests, and more reliant on confusing policy language to deny certain aspects of your claim. They know you lack a knowledgeable advocate who can push back effectively. The power dynamic shifts almost entirely in their favor.
What to Say Instead: You are under no obligation to disclose your legal representation status. If you are handling it yourself, simply do not mention it. Conduct your communications professionally and firmly. If the claim is large, complex, or already being disputed, the best course of action is to actually hire a public adjuster or an attorney specializing in insurance claims. In that case, your statement becomes, “All future communications regarding this claim should be directed to my legal representative.” This single sentence will instantly change the entire tone and trajectory of your claim.
Beyond the Words: The Foundation of a Bulletproof Claim
Knowing what not to say is half the battle. The other half is building a proactive, evidence-based strategy from the moment a loss occurs. Your words are just one part of a larger ecosystem of proof.
1. Document, Document, Document (The “Before” and “After”)
The single most powerful tool in your arsenal is a well-documented life. Long before a claim ever happens, you should be conducting a virtual home inventory.
- Photos & Videos: Walk through your entire home and property, slowly filming and photographing every room, closet, and storage area. Open drawers, film the serial numbers on electronics, and get clear shots of valuables like jewelry, art, and collectibles. Store this video in the cloud (e.g., Google Drive, Dropbox).
- Receipts & Manuals: Create a digital filing system for major purchases. Take a photo of the receipt and the item itself the day you buy it.
- After the Loss: Once it’s safe, document the damage extensively. Take wide-angle shots to show context and close-ups to show detail. Do not move or discard damaged items until the adjuster has seen them, unless they pose a safety hazard (in which case, photograph them first).
2. Understand Your Policy Before You Need It
Most people only crack open their insurance policy after a disaster. This is a catastrophic mistake. You need to be familiar with its key sections now:
- Coverage A, B, C, D: What are the limits for dwelling, other structures, personal property, and loss of use?
- Deductible: Is it a flat rate or a percentage?
- Perils Covered: Does you have an “All-Risk” (HO-3) or a “Named Peril” (HO-2) policy? What specific events are excluded?
- Endorsements: Do you have special riders for jewelry, fine art, or home business equipment?
3. The Power of Professional Advocacy
Remember, the insurance company has a team of adjusters, lawyers, and experts on their side. You are one person. For significant claims, level the playing field.
- Public Adjuster: A licensed professional who works exclusively for policyholders (you). They handle the entire claims process, from documentation and paperwork to negotiation, for a percentage of the final settlement (typically 10-15%). They often secure settlements that are so much higher that their fee pays for itself many times over.
- Attorney: Essential if your claim has been wrongfully denied, delayed, or offered a lowball settlement in bad faith. They work on a contingency basis, meaning they only get paid if you win.
A Transaction, Not a Therapy Session
Filing an insurance claim is a business transaction. It is a process of invoking a legal contract that you have funded with your premiums. While it may feel personal, and the representatives you speak with may be perfectly pleasant, the system itself is adversarial.
Your insurance claim statement is not a conversation with a friend. It is a legal document. Every word must be chosen with precision, objectivity, and a clear understanding of how it can be misinterpreted.
By avoiding these seven dangerous phrases and adopting a strategy of meticulous documentation and professional communication, you shift from being a vulnerable victim to a empowered policyholder. You stop seeing your insurer as a friend who might let you down and start dealing with them as a business partner that requires you to advocate for your own best interests.
Protect your words, protect your evidence, and ultimately, protect your financial future. Your insurance company is there to fulfill a contractual obligation—make sure you give them exactly what they need to honor it in full, and nothing more.
