What happens after the claim is opened—who is the adjuster and how do we communicate with them? – North Carolina

Short Answer

In North Carolina, once an auto liability claim is opened, the insurance company assigns an adjuster (or a claims team) to investigate, gather records, and communicate about the claim. Communication usually runs through the adjuster by phone, email, fax, or mail, and the insurer will typically ask for a letter of representation before discussing details with an attorney. A written request for the claim number, adjuster contact information, and where to send documents is the cleanest first step.

Understanding the Problem

After a North Carolina motor-vehicle claim is opened with the at-fault driver’s insurance company, who is the adjuster assigned to the file, and how does communication with that adjuster typically work once an attorney becomes involved? The practical decision point is whether the insurer has enough information on file to confirm the claim number, identify the assigned adjuster, and route future communications and documents to the correct person or department.

Apply the Law

North Carolina law regulates insurance claims handling and expects insurers to handle claim communications and investigations in an orderly, timely way. In practice, the “adjuster” is the insurance company’s designated claims representative for that file. The adjuster’s job is to confirm coverage, investigate liability and damages, request and review records, and communicate the insurer’s position. For attorney communications, insurers commonly require a letter of representation (and sometimes a signed authorization, depending on what is being requested) before they will share non-public claim details or discuss settlement.

Key Requirements

Proper identification of the claim: The insurer generally needs enough information to locate the file (insured’s name, date of loss, claimant name, location, and/or policy number) before it can confirm a claim number and assigned adjuster.
Clear representation and routing instructions: A letter of representation typically tells the insurer who represents the claimant, where to send correspondence, and that communications should go through counsel going forward.
Documented communication: Claims handling works best when requests and submissions are in writing (email/fax/mail) with dates, attachments listed, and a request for written confirmation of receipt.

What the Statutes Say

N.C. Gen. Stat. § 7A-38 (Prelitigation mediation of insurance claims) – Allows an insurer to initiate prelitigation mediation after providing policy limits information in accordance with another statute, and includes tolling rules tied to that mediation process.
N.C. Gen. Stat. § 20-319.1 (Certification of auto liability coverage to DMV) – Requires an insurer to forward a coverage certification to the North Carolina DMV within seven days after receiving a registered letter request from its insured (a separate process from a third-party injury claim, but it shows that some insurance-related requests have specific timing rules).

Analysis

Apply the Rule to the Facts: Here, counsel is trying to confirm whether a claim exists and obtain the claim number and adjuster contact information for a North Carolina motor-vehicle loss. The insurer can usually provide the claim number and the assigned adjuster once it can match the request to the correct insured and date of loss. After counsel sends a letter of representation, the insurer typically routes communications to counsel and tells counsel where to send supporting documents for review.

Process & Timing

Who files: Claimant’s attorney. Where: The insurance carrier’s claims intake (often a general claims phone line or email) and then the assigned adjuster’s direct contact once identified. What: A letter of representation requesting (1) confirmation a claim exists, (2) the claim number, (3) the assigned adjuster’s name/direct phone/email, and (4) the preferred address/email/fax for records and bills. When: As soon as representation begins, and again after a reasonable follow-up period if no response is received.
After intake locates the file, the insurer typically confirms the claim number and adjuster assignment, and may send a standard acknowledgment letter and initial requests (for example, basic incident details, medical billing/records routing, wage documentation, or property damage documentation).
Once the adjuster has the representation letter and supporting documents, the adjuster generally conducts the investigation (coverage, liability, damages) and communicates next steps, including any additional documentation needed and the insurer’s position as the file develops.

Exceptions & Pitfalls

Adjuster changes are common. A claim may move from an intake adjuster to a liability adjuster, then to a more senior adjuster, or to counsel retained by the insurer. Each change can disrupt communication unless the file is updated in writing.
Authority and privacy limits can slow responses. If the insurer questions whether counsel represents the correct party (for example, an injured person versus an estate representative in a death case), it may limit what it will discuss until it receives the right documentation.
Misrouted documents create delays. Sending records to the wrong email/fax/address, failing to include the claim number on every page, or not listing attachments can lead to “missing documents” disputes later.

Conclusion

In North Carolina, after an auto claim is opened, the insurer assigns an adjuster (sometimes more than one over time) to investigate and communicate about the file. The insurer will usually confirm the claim number and adjuster contact once it can match the request to the correct insured and loss, and it commonly requires a letter of representation before discussing non-public details with counsel. The next step is to send a written letter of representation to the carrier requesting the claim number, adjuster contact information, and the correct submission address for supporting documents.

Talk to a Wrongful Death Attorney

If an insurance claim has been opened after a serious crash and there is uncertainty about the claim number, the assigned adjuster, or where to send documents, our firm has experienced attorneys who can help clarify the communication channel and protect timelines. Call us today at [919-341-7055].

Disclaimer: This article provides general information about North Carolina law based on the single question stated above. It is not legal advice for your specific situation and does not create an attorney-client relationship. Laws, procedures, and local practice can change and may vary by county. If you have a deadline, act promptly and speak with a licensed North Carolina attorney.