Document every phone call, visit, and staff conversation - to, from, or about an insured or otherwise pertaining to a particular account. Whether it seems important at the time, document everything!
'Well, the phone call was just about obtaining an address. We don't need to record that. We don't have the time to document every little thing.' Yes, you do! 'They just stopped by the office for a minute to drop off some papers. I don't need to make sure that's recorded, do I?' Yes, you do! 'The customer service representatives take care of that stuff. Anyway, I don't have a computer.' Whatever the excuse - whether it be from CSRs, producers, or agency principals - protect your agency from a devastating E&O. Document everything!
CSRS
All too frequently I hear CSRs complaining, 'The paperwork is overwhelming enough as it is, there's no way we can document every single phone call.' And agency principals, feeling sorry for them, say, 'Yes, that's right. There's just not enough time. It doesn't need to be done if it isn't important.'
In reality, you can't afford not to document every call. At bare minimum, make sure your office procedures clearly delineate what types of phone calls, visits, and internal notes aren't considered important enough to document in the agency management system. The alternative is to be prepared for a possible E&O claim.
PRODUCERS
Most agencies now provide their producers with computers, so it should be quite simple for them to record notes in the agency management system. Unfortunately, documentation is a huge problem with agency producers. They still don't record all phone calls, visits, and internal notes in the system.
Instill and promote the importance of note documentation in customer files. Check transaction logs weekly to ensure that producers are processing notes, and remind them in weekly meetings to document the system. If they just absolutely won't do it, provide them with a pad of note documentation forms. Include on the note form the date, insured's name, transaction completed, and space for additional comments. Make it the producer's responsibility to forward these notes on a daily basis to the appropriate CSR for processing into the system.
AGENCY PRINCIPALS
Agency principals are often the worst offenders. If they don't document into the automation system, they should use note pads, too. Usually an agency principal has either a CSR or assistant who takes care of their specific accounts. These individuals should be instructed to remind agency principals daily of note documentation. Hopefully, they'll help to keep the principals on their toes. An E&O is the last thing anyone wants to see in their agency!
Whether it's phone calls, visits, or internal notes, don't fall into the 'we have too much work' syndrome. It only takes one mistake for your agency to land in hot water. All staff, producers, and principals have the same responsibility. Check the transactional log today, and make sure all agency staff are documenting everything!