| Insurance claim recorded statements. They usually go | | | | Social Security number is so they can look you up on |
| just fine, but sometimes the insurance adjuster uses | | | | a database called Insurance Service Office (ISO) |
| tricks and gimmicks to get you to say things you | | | | Claimsearch. If you want to see what the |
| shouldn't say. | | | | Claimsearch homepage looks like, go to: |
| So keep a claims diary. This protects you, the | | | | claimsearch.iso.com/index.asp |
| policyholder or claimant, if and when you have | | | | Claimsearch is a searchable database that shows if |
| problems with your claim. | | | | you've ever had an insurance claim before. With your |
| Get a notebook or legal pad and write down | | | | Social Security number, adjusters and claims |
| EVERYTHING that happens EVERY DAY during your | | | | examiners can call up all the data about |
| claim process. NEVER trust your memory. | | | | you...WITHOUT YOUR PERMISSION. |
| When you speak to anyone about your claim, write it | | | | If there's a question that the adjuster asks that you |
| down. | | | | don't feel comfortable answering, politely reply "I'd |
| Let's talk about recorded statements and your claims | | | | rather not answer that question." Sometimes |
| diary. | | | | adjusters ask inappropriate questions. Make sure that |
| Recorded statements are a normal part of the claims | | | | the adjuster sticks to the details of the accident or |
| process. Claims adjusters usually like to get a | | | | loss. If you're in an attorney's office at the time of |
| recorded statement from all the parties in the loss | | | | the recorded statement, he'll help the adjuster stay |
| early in the claims process. That way, the details of | | | | on track. |
| the claim are still fresh in everyone's minds, and can | | | | My belief is that you, the policyholder or claimant, |
| be documented more accurately. Don't be nervous | | | | should record every telephone conversation and |
| about being recorded. | | | | face-to-face conversation that you have with |
| If the claims adjuster calls and requests a recorded | | | | anyone about your claim. The same electronics |
| statement over the telephone, politely tell him that | | | | stores that sell the cassette recorders will stock a |
| you prefer to meet with him in person. The best | | | | "pick-up" microphone that plugs into your cassette |
| scenario for you would be to meet the adjuster at | | | | recorder and has a suction cup that sticks to your |
| your attorney's office, and give the recorded | | | | telephone handset. The quality of the sound is usually |
| statement in the presence of the attorney. Even | | | | quite good. |
| uncooperative or moody adjusters seem to be on | | | | I'm not suggesting for a moment that you should do |
| their best behavior in the presence of an attorney. | | | | something illegal or unethical. You need to check your |
| If the insurance adjuster or examiner only does | | | | state's statutes and laws about recording |
| recorded statements by phone, simply have the | | | | conversations. Some states do not allow it unless |
| adjuster do a three-way conference call with you | | | | both parties give consent. Some states allow it if only |
| and your attorney. | | | | one of the parties is aware that the conversation is |
| On an in-person interview, the adjuster will have his | | | | being recorded. |
| portable tape recorder with which he will record the | | | | Know the law, and know your rights. |
| interview. You should also bring a portable tape | | | | Don't be surprised if some adjusters refuse to have |
| recorder and tape the interview for your own | | | | their conversations recorded. That doesn't mean that |
| protection. You can buy a hand-sized cassette | | | | you should cave in to their lack of cooperation. You |
| recorder at any electronics store or discount | | | | should insist on the recording, or politely refuse to |
| department store...even major drug store chains for | | | | speak with that person. But, it should tell you |
| less than $40.00. They use standard cassette tapes | | | | something about that person if he or she refuses to |
| and batteries. The microcassette recorders work | | | | be recorded. |
| great, too, and cost about the same. Make sure that | | | | Be in control of when and where you accept phone |
| you have plenty of fresh batteries and a few | | | | calls about your claim. I've seen some adjusters that |
| cassette tapes with you at the interview. | | | | try to keep the insured off balance by making calls |
| When the adjuster is recording your statement, don't | | | | at unusual times, like early morning or late night. If |
| OFFER any information. Answer the question that he | | | | you're not ready to record the call when the phone |
| asked, and no more. | | | | rings, tell the person that it's not convenient to speak |
| Remember that some questions do not deserve an | | | | right then and make an appointment to call him back. |
| answer. | | | | Always keep your appointments. |
| Have you ever been in an interview, or some social | | | | I can imagine that some of you reading this article |
| situation, and someone asked you a question that | | | | think that this author is some sort of paranoid kook. |
| made you uncomfortable? And you ANSWERED the | | | | Please let me assure you that I am. But I've seen |
| question so they didn't think you were impolite? Then | | | | countless situations in which an adjuster took a |
| later you hated yourself for being a doormat? | | | | recorded statement, and then wrote a statement |
| People feel a need to be nice. Adjusters take | | | | summary that wasn't anything like the information on |
| advantage of people's need to be nice. Adjusters | | | | the tape. I've seen police officers fill out an accident |
| know that most people will answer whatever | | | | report, and describe the accident completely wrongly. |
| questions seem reasonable, even if the question is | | | | I've seen court testimony where the adjuster and |
| not relevant to the claim. Personal questions that do | | | | the insured are questioned about an incident, and |
| not have relevance to your claim should not be | | | | their stories are completely different. |
| answered. Questions about your income, or asking | | | | Recordings of conversations put all of that to rest. |
| for your Social Security number, may not be relevant | | | | After you have a problem with a person who lies to |
| to the claim. Questions about your income, for | | | | you, or about you, it's too late to record them then. |
| example, are not appropriate unless you are making a | | | | The old adage is, "better safe than sorry." Sorry can |
| claim for lost wages. | | | | cost you thousands of dollars. Keep a claims diary. |
| One of the reasons that adjusters ask for your | | | | |