How Do I Communicate With Insurers?
How you communicate with your insurance company about your claim can impact how it is processed, the time it is resolved and the amount you’re paid. Your number one job in the claim process is to ensure everything on your claim gets documented in writing. You cannot trust the insurance company will adequately report your claim and keep an accurate record of the claim events and all of the submitted documents. Even if they do keep good records on the claim, they are not required to provide those records to you upon request.
Crucial Steps of Communication
1. Keep an activity log (a record) of your insurance company’s communications electronically, in a notebook, or in a journal. Track all claim events to keep a proper record of what has occurred, who you talked to and what was said.
2. Creating a paper trail that will keep track of all the promises and representations made by insurance company personnel in person or over the phone will help you.
3. You should use polite, professional, and proper grammar in your written communications to the insurance company.
4. Promptly answer all letters and requests made by the insurance company. If you do not have the documents it asks for, you need to advise you do not have them. Do not ignore a written request for action on your part from your insurance company.
5. Be proactive and send your insurance company supporting documents of your damages and a proof of loss that sets forth the total amount of your loss and damages. Provide all supporting documentation, estimates and reports as soon as possible. Do not wait for your insurance company to request these documents.
6. Don’t assume a friendly insurance adjuster to be your friend or advocate. They do not work for you and are not paid by you. Their loyalty is to the insurance company.
7. When the insurance company makes statements or promises in person or on the phone, document the statement or promise by sending a brief follow-up e-mail or letter stating what was said or promised.
8. If you are dissatisfied with a lack of response or untimely action by your insurance company, write them back politely. Remember your communications may later be used as evidence if your claim does not get timely paid and resolved in the claim’s adjustment process.
9. Use your activity log to establish a credible case of your adjuster’s or insurance company’s misconduct.
Contacting the Adjuster
Start with the adjuster when communicating with your insurance company, but be prepared to contact higher-ups if necessary. People above the adjuster are motivated to resolve an issue because they pay attention to a focused complaint and an adequately documented file. If you go up the insurance company’s claim department hierarchy, your chances of success in resolving your complaints will be much higher, with a history of written communication.
Documentation is everything when raising concerns over how your claim is adjusted. When writing an adjuster, copy the supervisor and request a written response within a set time frame. Always ask for a response by a specific date, and ensure you order the adjuster to confirm receipt of the communication and documentation.
Hiring Professional Help
If you feel you have run out of options or the insurance company is not listening to you, it is probably time to hire professional help. A Public Adjuster or an Insurance Claim Attorney can assist you in getting the benefits that you are entitled to under your insurance policy. You can also file a complaint against your insurance company with your state insurance regulator.
Need Professional Help?
Murray + Murray provides the expertise you can’t get dealing with insurers on your own. We know the ins and outs and will go to great lengths to ensure you get the coverage you deserve.