Insurance companies don’t operate the same they did 25 years ago when there was one claim file and one adjuster that handled the matter from beginning to end. Today, there could be several claim files – many of them electronic – and several adjusters located in different parts of the country. That’s why experts say that it’s more important than ever to start your own claim file.
It’s best to create a paper trail because when you start doing things verbally, the conversation may or may not be memorialized by the insurance company. They’re supposed to memorialize them, but don’t on many occasions. That’s why it’s a good idea to write letters to your insurance company because it then becomes part of the claim file. Keep track of who you spoke with, the day and time you spoke with them and write down the outcome of the call (e.g.: the claim representative will call the adjuster on Monday, etc.).
The same goes for email. Create a file on your computer with all emails sent and received from the company. However, it’s not a good idea to rely solely on email as it’s easy for the insurance company to claim that they didn’t receive it. If you do send an important email, make sure you also send it in written form. It’s also important to keep an organized filing system for your insurance claim documents so that you can refer to them quickly and easily.
Finally, keep on top of the claim. If your claim representative says he’ll call you back on Monday and doesn’t, call him on Tuesday to follow up. It will let your insurer know that you’re not going away, and as they say, the squeaky wheel gets the grease.