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Perhaps I’m missing something, but I’m nor sure what you’re asking.
How is the adjuster justifying not sending the policy? If you are making a UIM claim, your client is presumably an insured under the policy. In most states, an insurer has a duty of good faith to the insured. I don’t know how in good faith the insurer can withhold the policy for its insured.
If it's a UIM case and you represent the policyholder, your client has a right to see their policy.