Call checklist
Keep the conversation factual and tied to the written policy, claim correspondence and documents you can verify.
- Confirm the company, representative, insured person and claim number
- Ask whether the call is being recorded
- Ask exactly what information or document is requested
- Correct obvious identification errors without speculating
- Request written copies of forms, offers and releases
- Do not sign a document you do not understand
Keep after the call
Save originals and maintain a short communication log so requests, promises and open questions do not disappear across calls.
- Caller identity and contact information
- Claim and insured-party details
- Your notes of questions and answers
- Voicemails, emails and letters
- Requested authorizations or releases
- Offer terms and stated response process
Questions worth asking
Ask who will use the requested information, whether the request can be narrowed, what a document authorizes and whether the representative will confirm the discussion in writing.