Proper claim file documentation

Review all claim documentation with a fine-tooth comb. Diaries and notes should reflect the full story if any claim activity information is needed in a lawsuit. Investigating each claim is an intricate process. Insurers are relied upon to provide credible evidence for both denials of claims, and awarding of coverage.

Bad faith dealings accusations can come up when proper notes are not involved and claim professionals are not able to explain clearly how coverage was decided.

Approaching claim documentation in an appropriate manner alleviates such a finding. Good documentation skills are essential for claim professionals to practice daily. Keeping an updated diary system of supporting documentation that can be easily accessed by all parties involved will keep permanent storage of the data and eliminates the risk of loss.

Facebook Youtube Instagram Linkedin Twitter. One thing that continues to amaze me is the number of files that have poor documentation. Writing good claim file notes are an important part of handling a claim file. Claim notes record the history of what is going on in addition to the reasoning behind claims decisions.

Good claim notes tell a story. Files should speak for themselves. This presents claims handlers and investigators with a unique challenge and a unique opportunity. First, we should appreciate the role that e-mail and electronic communication plays in the workplace. Conversations that used to be held in the hallways, over the phone or around the water cooler are now often reduced to intra-office email. Oftentimes, however, the email communication mirrors the "water cooler talk.

While this may seem a daunting warning, it also provides a claims handler or investigator a clear standard of practice. By realizing that anything on your computer may become part of a trial, you should be motivated to pay particular attention to the documents you create. This can, if approached properly, raise the level of service provided to insureds and the insurance company.

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