What to document
Phone calls
- Date, time, duration
- Names and titles of carrier representatives
- Key points discussed
- Any commitments or deadlines
- Follow-up actions
Emails
- Save all
- Reply with acknowledgment to verify receipt
- Keep outgoing for your record
In-person meetings
- Date, time, location
- Attendees
- Topics covered
- Decisions made
- Follow-up email same day
Text messages
- Screenshot and save
- Export periodically
- Cloud backup
Communication strategy
Written preferred over verbal
- Email creates paper trail
- Forces carrier to respond in writing
- Precise language preserved
Follow verbal with written recap
- "Per our conversation today..."
- Confirm key points
- Carrier can correct or accept
Every substantive issue in writing
- Scope disputes
- Coverage positions
- Deadline notifications
- Settlement offers
Organization
- Chronological email folder
- Named conventions (carrier, topic, date)
- Cloud backup
- Export and preserve
Why it matters
- CRN filings require documentation
- Appraisal panel weighs documented positions
- Bad-faith litigation relies on record
- Carrier's own file is accessible via discovery