Updated October 16, 2026.
An insurer’s letter may ask for information, explain a coverage position or propose a settlement. Those are different actions. Identify the purpose, policy and response date before deciding what to do. Neither a friendly tone nor a firm tone establishes whether a request is proper.
Start with the claim and the insurer’s role
Confirm the company, claim number and person handling the file. Is the request under your own policy or from another driver’s insurer? A policyholder’s cooperation duties and a third-party claimant’s position should not be treated as identical.
Keep the entire letter, including attachments. If a request is unclear, ask what information is needed, why and by when. Do not invent an answer to fill a blank.
Separate a coverage question from a fault dispute
A coverage issue concerns what a policy applies to; a liability issue concerns responsibility. An insurer may need more information about either. A policy limit does not establish the full loss, guarantee payment or resolve responsibility.
The California Department of Insurance auto guide explains coverage terminology. Use the actual policy and correspondence for the specific claim.
Review statements and authorizations before responding
Ask about the scope of a recorded interview or requested records. Give accurate information and identify uncertainty. If a medical authorization seems broader than the issue, ask for clarification rather than altering facts or ignoring every communication.
Preserve relevant messages and existing social-media material. Do not delete evidence to avoid a question about it.
Understand repair and settlement choices
California’s Auto Body Repair Consumer Bill of Rights addresses repair-shop choice and estimates. A preferred shop is not automatically evidence of poor work; ask what is authorized and how a disagreement will be handled.
For an offer, read the release and identify the claims it covers. Consider unresolved care, losses and reimbursement issues. The earlier assertion that every first offer is low is not a reliable rule.
Escalate a specific unresolved issue
Keep a dated communication log and ask for an explanation of a disputed position. CDI consumer assistance and legal review serve different functions; neither should be assumed to extend filing deadlines.
Request a free Fairmont Law Firm case review at (800) 324-7666. Intake assistance is available 24/7 in English and Spanish.
General information, not legal advice.