Bridging the Gap: Collaboration Between Defense Attorneys and Adjusters for Better Claim Outcomes
In the insurance world, claim outcomes are rarely determined by one party alone. Behind every successful resolution lies a well-orchestrated effort between independent adjusters, defense attorneys, and insurance professionals who understand that communication and trust are the cornerstones of efficiency. Yet too often, these relationships are defined by silos, missed expectations, or reactive problem-solving. To truly serve policyholders and carriers, both adjusters and defense counsel must see themselves not as separate cogs, but as partners in a shared mission: achieving fair, timely, and defensible outcomes.
The Disconnect That Costs Time and Money
When collaboration breaks down, so does the claim. Adjusters may feel attorneys are over-lawyering a case, while counsel may believe they aren’t receiving the full story early enough to mount an effective defense. These disconnects often result from timing and transparency issues:
Adjusters juggling large caseloads might provide incomplete files or delayed updates.
Attorneys, focused on litigation strategy, might overlook practical claim-handling realities such as reserves, documentation needs, or carrier reporting timelines.
Both may be working under different expectations from carriers or clients, with no shared playbook.
The result? Duplicated efforts, frustrated clients, and inflated costs — outcomes that could have been prevented with clear, proactive collaboration.
Shared Goals, Different Perspectives
While adjusters and defense attorneys operate in different spaces, their objectives align far more than they differ. Adjusters want fair settlements and reduced loss ratios; defense counsel seeks successful resolutions that stand up to legal scrutiny. The best partnerships recognize that each role brings unique expertise:
Adjusters understand the claim’s facts, policy language, and real-world context better than anyone else.
Attorneys bring legal interpretation, strategy, and the ability to protect the insured’s and carrier’s interests in complex litigation.
When both sides lean into these strengths — instead of competing priorities — they form a powerful alliance that serves the insured, the carrier, and the broader public trust in the insurance process.
Keys to Effective Collaboration
1. Establish Communication Protocols Early At the onset of every claim, define how and when updates will be shared. Whether it’s a recurring weekly summary or a secure shared platform, consistency builds accountability. Adjusters should ensure all relevant claim notes, photos, and reports are easily accessible to counsel, while attorneys should reciprocate by providing litigation updates in plain, actionable language.
2. Align on Strategy and Expectations Before any major decision — from settlement negotiation to expert retention — both parties should discuss the “why” behind it. Attorneys need to understand carrier expectations, while adjusters benefit from insight into litigation risks and likely costs. The most successful outcomes happen when both parties agree on a unified approach, not just parallel efforts.
3. Encourage Transparency Around Costs and Timelines Defense budgets can quickly spiral when adjusters and attorneys don’t share visibility. Openly discussing billing practices, discovery schedules, and case milestones allows for better forecasting and fewer surprises. Transparency is not about micromanagement — it’s about shared ownership of the process.
4. Build Mutual Respect and Long-Term Relationships Claims and litigation often move at a breakneck pace, but professionalism and respect go a long way. Adjusters who treat defense counsel as trusted advisors — not just vendors — receive better engagement. Likewise, attorneys who appreciate the adjuster’s workload and carrier constraints can tailor communication accordingly. Over time, these partnerships evolve into trusted working relationships that deliver smoother outcomes across multiple claims.
Technology as a Bridge, Not a Barrier
Digital claim platforms, secure portals, and AI-powered reporting tools have made collaboration easier than ever. But technology is only effective when paired with human engagement. A shared case management system, for example, can eliminate delays in document sharing — but it won’t replace the nuanced conversations that build trust and understanding. The best firms and adjusters use technology as an enhancement, not a crutch, ensuring that communication remains thoughtful and strategic.
The Benefits of a Collaborative Culture
Fostering stronger partnerships between defense attorneys and adjusters produces tangible benefits:
Faster claim resolution times and reduced litigation costs
Improved consistency in carrier reporting and documentation
Stronger defense strategies grounded in real-world claim knowledge
Higher client satisfaction, as insureds experience a seamless, professional process
More importantly, collaboration strengthens the reputation of the insurance industry as a whole — showing that even in complex or contentious cases, professionals can work together with integrity and purpose.
Building Bridges for the Future
The modern insurance environment is more complex than ever, shaped by rising litigation, evolving technology, and increasing client expectations. Yet one truth remains constant: collaboration between defense attorneys and adjusters isn’t just a best practice — it’s a business necessity.
Bar List Publishing has served as a bridge between these professionals for decades, connecting the people who keep the industry running. As claims grow in complexity, that bridge becomes even more vital. The more we work together, the more effectively we serve clients, carriers, and the communities that rely on us.