Before and during the call

Keep the conversation factual and tied to the written policy, claim correspondence and documents you can verify.

  • Verify the caller through a known insurer contact channel if needed
  • Have the claim number, basic timeline and policy nearby
  • Ask the purpose of the call and the caller's role
  • Use factual notes rather than estimates or assumptions
  • Ask for complex requests in writing
  • Repeat back the next action, owner and expected update
SourcesCalifornia Department of Insurance California Department of Insurance

Call log

Save originals and maintain a short communication log so requests, promises and open questions do not disappear across calls.

  • Date, time and duration
  • Name, role and contact details
  • Questions asked and documents requested
  • Your factual responses
  • Coverage or process explanations
  • Promises, open questions and next follow-up

Questions worth asking

Ask which policy provision or process relates to a request, whether a form is required, where documents should be sent and how receipt will be confirmed.