Do I Have to Talk to the Adjuster After a Michigan Crash?

The adjuster always calls at 11:04 AM, and Marcus has started keeping his phone face-down on the therapy table.

(Marcus is a composite, a stand-in built from common patterns in Michigan injury claims. He is not a real client, and the details are illustrative.)

9:02 AM — Warren, Michigan

Marcus, 43, is on his stomach on a padded table at a strip-mall PT clinic off Van Dyke, trying to breathe the way the therapist keeps telling him to breathe. His L4–L5 herniation, a slipped disc in his lower back, announced itself in January, the Saturday a pickup rear-ended his Malibu at a red light on 12 Mile. He felt the pop before he heard the crunch. He does not like telling that part of the story because people wince, and when people wince he feels like he has to apologize.

The therapist, Denise, is kind in the way that service workers become kind when they have met ten thousand people in varying states of ruin. She presses two fingers into the muscle that runs alongside his spine and says, “Breathe out on three.” Marcus breathes out on three. His phone, face-down on the vinyl beside his ear, buzzes once. He does not look.

He knows who it is. It is almost always who it is.

9:30 AM — The Performance

There is a specific physical grammar to doing physical therapy while also being watched. Marcus does not know, with certainty, that anyone is watching. But he knows the insurance company has, at various points in the last four months, sent a letter requesting updated medical records, requested an independent medical examination, and — according to his lawyer — “retained a vendor.” Marcus does not know what that means exactly. He pictures a man in a Ford Escape parked across the lot from the Tim Hortons, eating a breakfast sandwich and filming him walk to his car.

So when Denise has him do the bird-dog — opposite arm, opposite leg, hold for five — Marcus does it the way he actually feels it, which is slow, because that is how his body does it now. He is not performing. But he is aware, in a low background way, that not performing is itself a kind of performance. It is exhausting in a way that is hard to describe to people who have not had a claim open.

10:47 AM — The Drive

He has seventeen minutes to get from the clinic to the warehouse, where he now works “modified duty,” which means he sits at a desk near the loading dock and scans paperwork into a scanner that makes a sound like a small dying bird. His supervisor has been decent about it. His supervisor has also mentioned, twice, that modified duty is not a permanent program.

Marcus drives with the seat reclined one notch further than he used to. He keeps a lumbar cushion he bought at Meijer wedged behind him. The cushion cost $34.99. He has a photo of the receipt on his phone, in a folder labeled “CLAIM,” because his lawyer told him to photograph every receipt related to the injury — the cushion, the ice packs, the ibuprofen, the gas mileage to and from every single PT appointment — and Marcus, who was not a note-taker before January, has become a note-taker.

11:04 AM — The Call

His phone lights up on the passenger seat. A 248 number. He knows the number by heart now, the way you know a number you do not want to know.

He does not answer.

This is the calculus his lawyer walked him through, sitting at a folding table in a second-floor office above a nail salon in Madison Heights: You do not owe the adjuster a real-time conversation. You do not owe the adjuster a recorded statement. Under Michigan no-fault, you owe reasonable cooperation with your own insurer for PIP purposes — medical records, mileage logs, proof of wage loss — but you do not owe an opposing carrier a live interview about your pain levels at 11:04 on a Tuesday while you are driving down Mound Road.

What you do, his lawyer said, is let it go to voicemail. Write down the time. Text me the voicemail. If it’s something that needs a response, I will respond, or I will tell you exactly what to say.

Marcus lets it go to voicemail.

His phone buzzes again thirty seconds later — the voicemail notification. He does not listen to it until he is parked at the warehouse, engine off, because he has learned that listening to the adjuster’s voice while operating a vehicle makes the rest of his morning feel like it is happening underwater.

11:19 AM — The Voicemail

The adjuster is pleasant. The adjuster is always pleasant. The adjuster says she is “just checking in” and “wanted to see how therapy is going” and “had a couple quick questions about the incident.” She says it the way a neighbor might ask about a garden.

Marcus has learned that “a couple quick questions about the incident” is never a couple, never quick, and never about the incident in the way he would describe the incident. His lawyer has explained that adjusters are trained, skilled, and paid to obtain statements that narrow the claim. This is not malice. It is the job: keeping claim costs down. The pleasantness is not fake, exactly — it is professional. But it is not the pleasantness of a friend.

Marcus forwards the voicemail to his lawyer’s paralegal, the way he has been trained to, and goes inside to scan paperwork for five and a half hours.

6:40 PM — The Receipts

He gets home to the apartment in Eastpointe. His girlfriend has made rice. His back feels the way it feels every night now — not sharp, but present, like a houseguest who will not leave. He takes two ibuprofen, which he photographs on the counter next to the receipt from the CVS on Nine Mile, because his lawyer said PIP can reimburse out-of-pocket medication if you document it, and Marcus has decided that he is going to document everything, because he has been told, by people he trusts, that the claim is a paperwork war and the paperwork wins.

He opens his “CLAIM” folder. Today’s entries: 14 miles round-trip to PT, the $34.99 lumbar cushion receipt (uploaded yesterday, re-confirmed), the ibuprofen, and a note — “Adjuster called 11:04, did not answer, forwarded VM to [paralegal].”

He closes the folder. He eats rice.

Do you have to talk to the adjuster?

Not on the adjuster’s schedule, and not in a recorded statement to the other driver’s insurer. But you do owe your own PIP insurer reasonable cooperation.

If any of the above feels uncomfortably familiar — the 11:04 call, the face-down phone, the performance you did not sign up to perform — here is what you should actually know, stripped of narrative, about a Michigan no-fault claim while you are still in treatment.

You don’t owe the at-fault driver’s insurer a recorded statement. Your own insurer is different: on a PIP claim it can require written notice, reasonable proof of your losses, medical records, and a physical exam under MCL 500.3151. That’s a narrower obligation than most adjusters imply on a voicemail, and if you have a lawyer, coordinate it through them. (More on why the adjuster called so fast and what an insurer exam can lead to.)

Document everything, the way Marcus does. Under MCL 500.3107, PIP benefits include medical mileage (to and from every treatment appointment), replacement services (someone doing the household tasks you can no longer do, up to $20 a day, ideally with written logs signed by the person providing the service), and reasonable out-of-pocket medical expenses. The receipts you do not keep are benefits you do not collect. A phone folder called “CLAIM” is not overkill. It is the minimum.

Assume you may be surveilled, and then stop performing. The single worst thing you can do is start acting injured in a way that exceeds how you actually feel, because video of one honest “good day” lifting a grocery bag becomes, in the hands of a defense attorney, evidence that your “bad days” are theatrical. Live your real life at your real pain level. Let the medical records speak for the medicine. And keep going to therapy: gaps in treatment are the other thing adjusters look for.

If your current lawyer is not walking you through any of this — if you are the one calling them, if voicemails are not being returned, if nobody told you to photograph the lumbar cushion — that is information. A claim is a paperwork war, and you deserve a co-author. If the person you hired is not showing up as a co-author, a free second opinion is not disloyal. It is diligence. And if you’re wondering about timing, read whether it’s too late to switch lawyers mid-case.

One note if you were hurt on the job instead. If an injury happens at work, not in a car crash, it’s usually a workers’ compensation claim with different rules and deadlines. See Michigan workers’ comp explained.

This article is general information about Michigan law, not legal advice for your situation.