When you're injured and unable to work, hearing the voice of a (seemingly) friendly insurance adjustor on the other end of the phone can give you hope that your claim will be handled quickly and fairly. That's a welcome relief, naturally, when you're worried about your bills.
Hold on a moment. You need to remember that insurance adjusters -- no matter how kind they may be in their daily lives -- have a job to do. That job is primarily all about saving the insurance company some money. They don't do that by being overly generous with claims.