Before a recorded statement
Keep the conversation factual and tied to the written policy, claim correspondence and documents you can verify.
- Confirm the caller and the party represented
- Ask whether the statement is recorded and why it is requested
- Check your policy and written claim instructions
- Ask for the proposed scope and expected length
- Review your contemporaneous notes and documents
- Choose a quiet time when you can focus
Statement record
Save originals and maintain a short communication log so requests, promises and open questions do not disappear across calls.
- Request date and requesting party
- Purpose and topics described
- Any written notice or policy reference
- Date, participants and duration
- Documents referenced
- Copy or transcript request and response
Questions worth asking
Ask whether you may receive a copy, whether you can correct a misunderstood question during the call and whom to contact about later factual corrections.