Did the Adjuster Open My Demand Letter? How to Know
Learn when an adjuster opens your emailed demand letter, reopens it, or clicks linked records, plus the practical limits of email tracking.
In short. If you emailed the demand, an email tracker tells you the moment the adjuster opens it. A tracker like Vero also shows each re-open, the device, and the approximate city, so you can tell the difference between a demand sitting unread, one being reviewed, and one being circulated to a supervisor.
Why silence after a demand letter means nothing
Adjusters carry large caseloads, and a demand that arrived is not the same as a demand that was read. Without tracking, you cannot tell an ignored email from a busy week from a demand that is quietly moving up the chain, so most firms just wait the full response period and guess.
Email tracking removes the guessing. Send the demand from Gmail with a tracker attached and you know within seconds of the first open, without the adjuster seeing anything unusual in the message.
What the open pattern tells you about your demand
One open on the day you sent it means it is in the queue and was triaged. No opens after several days means your email likely never landed, and you should resend or call before a deadline slips.
Repeat opens are the signal worth watching. A demand opened three or four times, especially from a new device or a new city, usually means it is being circulated internally or escalated for authority. That is information you can use in the follow-up call.
How to track a demand letter from Gmail
Vero is a Chrome extension that works inside the Gmail or Google Workspace account your firm already uses. Turn tracking on for the message and Vero records opens and eligible link clicks, with available device, browser, IP, network, and approximate location context for direct activity.
It also tracks link clicks automatically. If you sent the medical records or exhibits as links, you can see when the adjuster actually clicked through to the evidence, which reads very differently than an open alone.
What about the ethics rules?
Several state bars, including Illinois, Alaska, and New York, have restricted using tracking on emails to opposing counsel. Demands to an insurance adjuster are a different audience, but rules vary by jurisdiction, so check yours and use tracking where it is appropriate: adjusters, clients, records custodians, and referral sources.