How to reply to an insurance claim email asking for more information

Updated November 12, 2026

Answer the adjuster's exact questions in the same order they asked them, and attach every document they listed. Reply within a day or two, since the claim usually waits on you. Keep it factual and short, and keep a copy of everything you send. If something is unclear, ask before you guess.

Reply: Within 1 to 2 business days. The adjuster often cannot move your claim forward until your answers arrive, so each day you wait is a day the claim sits still.

What your reply should say

Quote your claim number at the top so the message lands in the right file.
Answer each question they asked, in their order, with plain facts and dates.
List the documents you attached by file name so nothing gets missed.
Say what you could not provide yet and when you expect to send it.
Ask what happens next and roughly how long that step takes.

3 replies you can copy

Pick the one that matches what you want to say, copy it, and change everything in [brackets].

1Send everything requested

You have all the documents and answers they asked for.

Subject Re: Claim [claim number] - additional information needed

Hi [Adjuster name],

Thank you for your message about claim [claim number]. Here are my answers.

1. [Answer to question one]
2. [Answer to question two]

I attached these files: [file name 1], [file name 2], [file name 3].

Please confirm you received them all and tell me what the next step is.

Thank you,
[Your name]
[Phone number]

2Send part, promise the rest

You can answer some now but are waiting on a repair quote, a report or a record.

Subject Re: Claim [claim number] - partial information and timeline

Hi [Adjuster name],

Thank you for your message about claim [claim number]. I'm sending what I have now so your review can start.

Attached: [file name 1], [file name 2].

I'm still waiting on [missing item] from [source]. I expect it by [date] and will send it the day it arrives.

Please tell me if the partial set is enough to begin.

Thank you,
[Your name]

3Ask what they mean

A request is unclear, or you don't see why they need an item.

Subject Re: Claim [claim number] - question about your request

Hi [Adjuster name],

Thank you for your message about claim [claim number]. I want to give you the right information.

Could you explain what you need for [item they asked about]? I'm not sure if you want [option A] or [option B].

I'll send everything else by [date] and this item as soon as I understand it.

Thank you,
[Your name]
[Phone number]

Already late? Send this instead

For when you are a week late or more. Own the delay in one line, then do the job.

Subject Re: Claim [claim number] - additional information needed

Hi [Adjuster name],

I'm sorry for the delay in answering your request on claim [claim number]. Here is what you asked for.

[Your answers]

Attached: [file names].

If the delay affects any deadline on the claim, please tell me what it is and what I should do. Please confirm you received this message.

Thank you,
[Your name]
[Phone number]

Mistakes to avoid

Guessing at answers you don't know. Say you are checking and give a date instead.
Sending photos or files with names like IMG_4471, which forces the adjuster to open each one.
Arguing the decision in this email. Answer the questions first and dispute separately if needed.
Skipping your claim number, which can send your reply to the wrong file.
Sending only a phone call summary. Put key facts in writing and keep copies.

Questions people ask

Should I answer by email or call them?

Email creates a written record, which helps if details are disputed later. If they called, reply by email afterward to confirm what you said. Use a call for fast back-and-forth, then send a short written summary of what you agreed. Check your policy or ask a professional about deadlines.

What if I can't find a document they asked for?

Say so plainly, explain what you tried, and ask if another record works, such as a bank statement or a receipt copy from the seller. Don't make a substitute. Check your policy or ask the insurer which alternatives they accept.

More reply guides

How this page was made

Written by Westward, who make Orbit, as starting points you edit before sending. The replies use placeholders, not real people or real mail. Nothing here is legal, tax or medical advice; for contracts, money or health, check the document or ask a professional. All reply guides.