How to Avoid an E&O Claim

[WinoBlues]

Aren't E&O issues more of a "he said/she said" issue?

Or a "he did not say"

As Frank said keep dated notes. I have been involved in a suit against the company. I was not named, but I am sure I was next. Between my scribbled notes and phone records The company won (settled). Had they not, I am sure I was next up.

 

[AgencyEquity]

I've read many post on here on the importance of documentation when dealing with anyone over the issue of insurance especially clients to avoid confusion come time for a claim, but my question to you is how do you document all your conversations. is there a software you use? are they're recordings for phones? if so, what program do you use?

Basically, if you could describe your process of documentation and the tools needed to ensure there is no misunderstanding with your clients, carriers, wholesalers, etc. how would you? and what do you use to help you?

Thanks in advance, as this is not an immediate issue, but something that I need to look into going independent and definitely a topic and much needed information for insurance agents/agencies all over the nation.

Save every email, this did me real well in one situation. I also saved every voicemail to the agency management system (make sure you have a system that emails you the voicemails). Here are also some good articles on this very subject:

http://www.agencyequity.com/articles/252-lack-of-customer-care-leads-to-e-a-o-losses

http://www.agencyequity.com/articles/45-broker-wins-lawsuit-by-documenting-offer-of-coverage

 

[rousemark]

Yes but insurance agents are guilty until proven innocent.

if anyone doubts that, just ask Glenn Neasham.

 

[Norwayguy]

Save every email, this did me real well in one situation. I also saved every voicemail to the agency management system (make sure you have a system that emails you the voicemails). Here are also some good articles on this very subject:

http://www.agencyequity.com/articles/252-lack-of-customer-care-leads-to-e-a-o-losses

http://www.agencyequity.com/articles/45-broker-wins-lawsuit-by-documenting-offer-of-coverage

Duh.... Dam good idea, I've been saving emails for some time but rarely ever saved voicemails ect back when I was doing a trade for the client and it was over the phone ring central allows me to record the call which I then saved into the clients digital folder....I'm going to start saving the voicemails as well.

 

[Soaringagent]

Good call and tips with management systems... they are important to have

 

[Todd Payne]

Never thought of having a voice mail sent to email for saving...great idea. If a client asks to delete or decrease coverage, I will have them send me a written request (email) before processing the endorsement. If it is somethingsimple like they sold a car and want it deleted, I will just go ahead and delete it, and send them a confirmation email and request they reply in the affirmative that they have requested the change.

Also, even if the client wants lower limits of coverage, quote them a couple of higher limits and put those quotes in the agency management system and document that you offered them higher limits and the client declined.

Documentation will set you free (or at least minimize your E & O exposure).