E&O Tips

E&O TIP: Memorializing Client Communications

Utica National Insurance Group E&O Risk Management

Historically, when a client contacted the agency with a question or made a coverage decision, the standard practice was to record that discussion in the agency file. No further action was typically taken. Today, that approach is insufficient.

  • While it remains essential to document these conversations internally, it is equally important to confirm the details of the discussion directly with the client – ideally by email, letter, or another written method.
  • This should include what was discussed, any action items, and a request that the client reach out to the agent if anything is unclear or inaccurate.
  • Providing clients with written confirmation helps avoid situations where, in the event of an uninsured loss, it becomes a matter of the agency’s word versus the client’s word. You may be surprised by how a client’s recollection can differ from yours when claims arise.

The objective is to eliminate potential misunderstandings between what the client believed they communicated and what you understood.

Simply documenting the conversation in your agency management system does not resolve possible miscommunications. Confirming conversations in writing with the client helps clarify intentions and expectations.