Leslie Kasperowicz holds a BA in Social Sciences from the University of Winnipeg. She spent several years as a Farmers Insurance CSR, gaining a solid understanding of insurance products including home, life, auto, and commercial and working directly with insurance customers to understand their needs. She has since used that knowledge in her more than ten years as a writer, largely in the insuranc...

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Melanie Musson is the fourth generation in her family to work in the insurance industry. She grew up with insurance talk as part of her everyday conversation and has studied to gain an in-depth knowledge of state-specific insurance laws and dynamics as well as a broad understanding of how insurance fits into every person’s life, from budgets to coverage levels. Through her years working in th...

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Reviewed by Melanie Musson
Published Insurance Expert Melanie Musson

UPDATED: Apr 1, 2022

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Here's what you need to know...

  • Call recording by car insurance companies is fairly common
  • Adjusters record calls to make sure the details are correct
  • You can record your calls with your car insurance company as well so that you have documentation

Do car insurance companies record phone calls?

Yes, many companies, including car insurance companies, record phone calls. But why do insurance companies record calls? And should you let an insurance adjuster record your phone call?

Usually, the recording is for quality control purposes, but the recordings can be used for other reasons too. Insurance adjuster wants a recorded statement because 10% of insurance claims are fraudulent We’ve gathered information on car insurance companies and why they record calls for you in this comprehensive guide.

When you are looking for car insurance, it’s important to check with multiple companies on coverage, rates, and how they conduct business. The best way to do that is to get quotes from different companies. Enter your zip to start getting multiple quotes today.

Why Car Insurance Companies Record Calls

Calls with any larger company are generally recorded. We’ve all been on hold with an insurance agent and heard the announcement that the call was being recorded for quality control, but there are more reasons that a company might record a call.

Let’s look at some reasons it would be in the best interest of a car insurance company to record a customer call.

Why do car insurance companies record phone calls?

Filing a car insurance claim comes with a lot of details and information.

Many car insurance companies record calls to make sure all of the details are correct in the event there is a discrepancy. Sometimes they call it quality assurance. Recording a mobile phone call gives the company and the caller peace of mind that no details will be forgotten or misinterpreted.

So, do insurance companies record every phone call? The answer is maybe.

How long do insurance companies keep recorded phone calls? As long as laws regarding recording mobile phone calls are obeyed, just how long insurance companies keep recorded calls and if they want to record every call is up to each company.

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What is an adjuster?

If you file a car insurance claim (or have a claim filed by another party against your insurance) you will most likely have to deal with an adjuster. An liability adjuster is an employee of the insurance agency whose job is to “adjust” or lower the cost borne by the insurance company in an accident.

To this end, an adjuster is interested in finding out if the claim is being inflated or is even being filed falsely. This is not to punish honest people but to keep costs low for everyone by finding instances of fraud. In fact, according to the Insurance Information Institute, the insurance industry estimates that at least ten percent of all claims filed are fraudulent, and this drives up premiums for honest people.

This video gives you information on car insurance fraud and how to avoid it.

The purpose of an adjuster is to save the insurance company and its customers money. Because of this, honest customers are advised to cooperate with adjusters. However, this cooperation does not extend to minimizing your rights by allowing an adjuster to do anything to compromise your claim.

The adjuster is not your enemy, especially if he or she works for your own insurance company, but knowing that the adjustor’s job is to save the company money helps you to keep things in perspective.

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What if the adjuster asks me if it’s ok to record a conversation?

If an adjuster wants to record your conversation, you should understand that this is a normal procedure in the insurance industry however it’s certainly advisable to do without consulting an attorney. Adjustors record conversations to have a concrete record of what was said during an interview.

This information is not usually used in any negative way, but it certainly can be. You should take precautions before and after talking with the adjuster about your claim and be very careful to have your own record of the conversation. This is especially true if you are talking to an adjuster for a company other than your own or if you are at fault in the accident.

Even one accident can affect your rates, so it’s important to keep detailed information.

Average Annual Car Insurance Rates With One Accident
CompaniesAverage Annual Car Insurance Rates with Clean RecordAverage Annual Car Insurance Rates with One Accident
American Family$2,693.61$3,722.75
State Farm$2,821.18$3,396.01
Liberty Mutual$4,774.30$6,204.78
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One thing you can do is to keep a written record of any interactions you have with anyone regarding your claim for the duration of the process. This will help you remember names, dates, and events even if your claim takes some time to settle.

If you keep this written record, you will be far more likely to be relaxed during a recorded interview and be able to answer questions correctly.

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Should you allow an adjuster to record your interview?

In some cases, you may not have a choice if you want your claim to proceed. However, you can insist that the recording be done in person rather than over the phone, where you are less likely to be able to discern from an adjustor’s body language if he or she is confused, puzzled, or disbelieving of anything you say.

Can I record calls with my insurance? Yes, you are allowed to record calls with certain restrictions.

You also have the right to record any conversations you have with an adjuster or anyone else you talk with about your claim. This can be helpful if you need to review what questions car insurance investigators ask.

However, if you are recording interstate phone calls, you should always inform the person that you are recording the conversation and obtain their permission. Otherwise, it is illegal to record a phone call. Failure to inform them could result in legal consequences under wiretap or other laws regarding electronic surveillance.

If you cannot make an audio recording of your interactions with parties involved in your claim, at least make a note in writing about the content of your conversation, the date, time, and place and the names of anyone involved.

This will help you preserve a record of any interactions you have during the course of your claim and document statements to the insurance company after a car accident in case you later need to prove them.

The purpose of all this documentation, recorded and written, is to protect you in the event that anyone involved in the claim later denies a statement or conversation. This does not often happen, but sometimes it is best to prevent problems before they begin.

The very fact that you have recorded conversations or written the facts down will discourage anyone from “creative memory” lapses later in the process.

For the most part, working with an adjuster does not have to be a frightening experience and most claims are settled quickly and easily without the need for resorting to written records. However, preventing problems is always better than solving them.

If you are asked to cooperate with an adjustor by having your conversation recorded, you can probably not worry that anyone is going to use the information in a way you do not want if you have a solid record of what was said during your interview – however that is the problem. Most people don’t know what not to say.

A copy of the recorded conversation or your own notes will give you evidence just in case any part of your interview with the adjuster is ever questioned, but the safest route is to speak with an attorney first.

If you are unhappy with your car insurance company or coming up for renewal, the best way to find the best company for you is to shop around. Different companies offer different coverages at different rates. Start getting multiple quotes today just by entering your zip now.

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Frequently Asked Questions: Car Insurance Companies Recording Phone Calls

We’ve compiled some commonly asked questions about car insurance companies and phone calls.

Can car insurance companies check phone records?

Car insurance companies don’t generally ask for phone records when signing up for a policy. But they can look at cell phone records after a car accident. They do this to see what was going on at the time of the accident. If you were talking on the phone or texting, that can affect your claim.

Can insurance companies subpoena phone records?

Yes, they can try to subpoena your phone records if working on a claim. They can use the information from the phone to determine the outcome of your case.

What do phone records show?

Telephone conversations and billing communication records show the callers, the date and time of the call, and the duration. Text and GPS information can also be found on the phone.

Can insurance companies listen to phone calls?

Insurance companies can get information from your phone legally but they can’t listen to your phone calls. They can request information from your phone for certain reasons, but not just listen to your phone calls.

Do car insurance companies check your driving record?

Yes, insurance companies will check your driving record when renewing or signing a new policy. They use your driving history as one factor to calculate car insurance rates. A high-risk driver with many violations is more likely to be in an accident and therefore will have higher rates. The table below shows how your driving history can affect your rates.

Average Annual Car Insurance Rates by Driving History
CompaniesAverage Annual Rates with a Clean RecordAverage Annual Rates with 1 AccidentAverage Annual Rates with 1 DUIAverage Annual Rates with 1 Speeding Violation
American Family$2,693.61$3,722.75$4,330.24$3,025.74
State Farm$2,821.18$3,396.01$3,636.80$3,186.01
Liberty Mutual$4,774.30$6,204.78$7,613.48$5,701.26
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Can a car insurance company ask for bank statements?

Yes, car insurance companies are allowed to ask for a copy of your bank statements.

Is an insurance company asking for bank statements unusual?

No, it isn’t unusual for an insurance company to ask for your bank statements or other financial information. This information is used to determine if your finances could be a reason for a claim, like setting your car on fire to receive a payout.