The Adjuster Says My Claim Is “Under Investigation” — What Does That Mean?
If you recently called the insurance company to report a car accident, you may have heard the adjuster say, “Your claim is under investigation.”
For most people, this sounds confusing, stressful, or even like something is wrong with their case. But in reality, this phrase simply means the insurance company is doing what the law requires before they decide whether to pay you.
Here’s what “under investigation” really means — and what insurance companies don’t want you to know.
Why Insurance Companies Say Your Claim Is Under Investigation
When you open a claim, the adjuster doesn’t just take your word for what happened. Even if the crash was clearly the other driver’s fault, the insurance company must go through a formal process before they accept liability or offer you money.
Texas Gives Them Time to Investigate
Insurance companies generally have about 15 business days to decide whether to accept or deny liability.
During this time, they will:
Review the police report
Interview their insured
Contact witnesses
Look at photos, videos, and property damage
Request additional information
Evaluate possible coverage problems
This is the “investigation” they’re referring to.
Insurance Companies Drag Out Investigations When You’re Unrepresented
If you don’t have an attorney, adjusters know you’re vulnerable — and they use “under investigation” as a stall tactic.
They drag the process on hoping you:
Get frustrated
Stop treating for your injuries
Miss important deadlines
Accept a low offer
Give a recorded statement that harms your case
Go away completely
Insurance companies are financially motivated to reduce what they pay. Delays benefit them, not you.
The First Part of the Investigation: Who’s At Fault?
Liability is the foundation of your case.
If their insured is found not at fault, they don’t have to pay you anything — no matter how serious your injuries are.
The adjuster will examine:
The crash report
Driver statements
Road conditions
Vehicle damage patterns
Any citations given
Traffic camera footage (if available)
This is often the number-one reason your claim stays “under investigation.”
Insurance Coverage Issues They May Be Checking
Insurance companies also use “investigation” as a blanket term for internal coverage checks. They may be verifying:
Whether their insured actually paid their premiums
Whether the policy was active on the date of the crash
Whether the driver had permission to use the vehicle
Whether an excluded driver was behind the wheel
Whether the policy limits apply
If the driver who hit you wasn’t covered, your case becomes more complicated — and your own insurance may need to get involved.
Why Investigations Sound Vague and Confusing
Adjusters deliberately use broad, generic language.
They want you to feel unsure of what’s happening so you don’t push back.
Phrases like:
“We’re still reviewing liability.”
“Coverage is being evaluated.”
“Your claim is pending investigation.”
…are intentionally unclear.
The less you understand, the more they control the process.
How an Attorney Changes Everything
When you hire an attorney, the insurance company can no longer run the clock in hopes you disappear.
Your lawyer forces the adjuster to:
Follow deadlines
Provide updates
Clarify liability issues
Stop asking improper questions
Communicate through your attorney instead of pressuring you
Move the claim toward a decision
If the insurance company refuses to accept liability, your lawyer can file a lawsuit and force the issue in court.
