Talking to the Insurance Company If English Isn't Your First Language
Short answer: You can ask any insurance company to hold the conversation through a Spanish interpreter and to send you in writing whatever it needs from you. Ask at the start of every call, before you answer questions. The things that depend only on you matter more: do not sign anything you do not understand, do not give a recorded statement to the other driver's insurer without knowing what is at stake, and keep a record of every contact. If the case reaches a Utah court, the court appoints an interpreter for hearings. And once you hire a firm, the firm is the one that talks to the insurers.
Why language carries so much weight in a claim
An insurance claim is built out of words: what you said on the phone, what ended up in the adjuster's notes, and what you signed. If you give a partial answer because you did not follow the question, that partial answer sits in the file under your name. Nobody later asks whether you understood; they read what was written down or recorded.
So the practical rule is simple: if you are not sure you understood, do not answer yet. Saying "I don't understand, I need an interpreter" never hurts your claim. A wrong answer can.
How to ask for an interpreter
When you call or they call you, say it at the beginning and in English, even in a few words: "I need a Spanish interpreter, please." If the person insists on continuing in English, ask them to call back with an interpreter or to send the questions in writing. You do not have to settle anything on that first call.
A few things help once an interpreter is on the line:
- Ask for the interpreter's name and write it down with the date and the claim number.
- Speak in short sentences and let the interpreter finish before you go on.
- If a question makes no sense, ask for it again. Often the problem is the translation, not you.
- If something you said was translated wrong, correct it right then: "That is not what I said."
Avoid using your children, especially minors, as interpreters to talk about your injuries, your medical bills, or how the crash happened. Even if they speak both languages well, they do not know the medical or legal vocabulary, and what they translate stands as if you had said it.
Ask for everything in writing
Anything on paper can be read calmly, translated, and reviewed with someone you trust. Ask that any request for documents, any offer, and any form be sent by mail or email. If the letter comes only in English, do not respond until you fully understand it; get it translated or take it to whoever is helping you with the claim.
Keep a notebook or a note on your phone for every contact: date, time, the person's name, company, claim number, and a summary of what was discussed. That log matters if there is a disagreement later about what was said.
The recorded statement, with an interpreter in the middle
The other driver's insurer almost always asks for a recorded statement in the first few days. You generally are not required to give one to the other driver's company. Your own insurer is different: your policy likely requires you to cooperate with it.
A statement given through an interpreter carries an extra risk. What gets recorded in English is the interpreter's wording, not yours. If the interpreter summarized, turned an "I think" into a "yes," or misheard a street name, that version is the one used later. Our article on whether to give the adjuster a recorded statement covers the topic in depth.
Do not sign what you do not understand
Papers arrive after a crash. Some are routine; others change your case. Three deserve special attention:
- Medical authorizations. They often ask for permission to see your entire medical history, not just the treatment for this accident. Ask what it covers before you sign.
- A settlement or release. This document usually ends your claim for good in exchange for an amount. Once signed, you generally cannot ask for more even if you later learn the injury was worse.
- Checks with final-payment language. A check can come with text saying it is full and final payment. Read it, or have it translated, before you deposit it.
If a first offer shows up quickly, it is worth reading whether to accept the first settlement offer before you decide.
If your case reaches a Utah court
Utah's state courts run an interpreter program. According to the courts' official page, if English is not your primary language and you are unable to understand or communicate in English, the court will appoint an interpreter for you for all court hearings. You must request one at least three days before the hearing, by calling the court holding it or filing the Request a Court Interpreter form, which is available in Spanish. If it is not requested in time, the hearing may have to be postponed (Utah State Courts, Request a Court Interpreter).
Two details from that same page: the court interpreter interprets everything without adding or leaving anything out, but does not explain the case or give advice; and court interpreters do not work outside legal proceedings, so for a call with an insurer you would need to find your own interpreter. Utah law also provides that a witness who does not understand and speak English is to have a sworn interpreter, and it allows the court to charge interpreter costs to the person served, but not to a person without the means to pay (Utah Code § 78B-1-146).
If the insurer stops responding
If an insurance company stops answering or will not explain what it needs, you can file a complaint with the Utah Insurance Department, the state agency that regulates insurers. Complaints are filed online through its portal or on a paper form; the department's phone number is (801) 957-9200 (Utah Insurance Department, Complaints). A complaint is not a substitute for a legal claim and does not pause the deadlines to sue, which in Utah are four years for most injuries (see the filing deadlines).
What changes when you hire a firm
When you sign with us, the firm handles all communication with the insurance companies. The adjuster's calls, the letters, and the document requests come to us, and we explain to you in Spanish what is happening. An attorney reviews every case at intake and approves every demand and every settlement.
Our fee is one-third of the recovery. The firm advances the case costs, which are repaid from the recovery, and there are no attorney fees unless we win. The article on what a personal injury lawyer costs goes into detail, and how an attorney handles the insurance claim describes the process.
If you have immigration questions
We are a personal injury firm. We do not handle immigration matters, and this guide does not give advice on that subject. If you are concerned about how a claim, a lawsuit, or a conversation with an insurer could relate to your immigration status, talk to an immigration attorney before you make decisions.
Common questions
Does the insurer have to speak to me in Spanish?
Always ask, but treat it as a request: this guide does not assume the insurer has a legal duty to serve you in Spanish. If they will not provide an interpreter, ask for everything in writing and do not answer until you understand it.
Can I hang up if I do not understand?
Yes. You can say you need an interpreter and ask them to call back. Ending a call does not cancel your claim.
Does my own insurer count too?
Yes. Your own company handles your PIP, which pays your first medical bills no matter who was at fault (how PIP works). You do have a duty to cooperate with it under your policy, so those conversations should also go through an interpreter.
What does it cost to have a firm speak for me?
The consultation is free. You pay nothing up front, and no attorney fees unless we win.
Talk to us in Spanish
If an insurer is calling you and you are not sure what they want, call us before you answer. We will tell you where your claim stands even if you decide not to hire us. Call (801) 921-5134 or send us a message.
Free consultation. No attorney fees unless we win. Hablamos Español.