You probably keep documentation for most activities related to running your business, but do you document all important communications you have with clients? What about those conversations you have by phone or in person? If not, you may be putting yourself at risk.
If you make policy adjustments or deal with any sort of client crisis over the phone and fail to keep written documentation of that exchange, your client can later claim that no such conversation took place.
What happens, for example, if you honor a client’s request to reduce coverage on his car, but never document the request or send a confirmation notice to your client after making the policy changes? If your client’s car is stolen or if he becomes involved in an accident, he can allege your coverage was inadequate.
Or, a client may claim that she was told her policy premium would never be raised. If you have no evidence to the contrary, the situation could become tricky when a carrier calls you to follow up on the client’s complaints.
So what do you do?
Document every conversation you have immediately after it takes place and make sure everything is dated. Do not get distracted by visitors, phone calls or other work. Write down the details of the conversation and send a written follow up to your client. Request that your clients reply to email follow ups and/or sign all other written documentation to ensure your records are unquestionable. In the eyes of the legal system, if it isn’t documented, it never happened.
You should also make sure you’re covered by an appropriate insurance program to protect you if a client attempts to hold you responsible for something you did or failed to do. Contact Insurance Programs of America (IPOA) today at 877-653-4762 to discuss your insurance options.
