Why this fails
- Adjusters are reassigned
- No formal record exists
- Carrier's system of record is written communications
- New adjuster will say "I have no record of that"
What to do
Send a follow-up email the same day: Confirming our call today, you indicated X. Please correct me if I've misunderstood. If no correction comes back, the record is preserved.
Phone note discipline
- Date and time of call
- Adjuster's name and title
- Specific commitments
- Next steps and deadlines
- Send the written confirmation within 24 hours