Should I record the name of the staff member?

Record the name or team where supplied, along with date, time and claim reference.

Should important calls be confirmed by email?

Where appropriate, a neutral written confirmation can reduce later confusion.

What if the promised date passes?

Record the missed promise and use the next-review step or complaint route.

Can I record the call audio?

Recording laws vary. Do not secretly record without checking local rules.

Insurance Claim Contact & Promise Log

Keep a clear insurance claim contact log

For every insurer contact, record the date, time, channel, person or team, claim reference, purpose, key information, documents requested or supplied, promised action and next review date. Confirm important telephone discussions in writing where appropriate.

General information only — not legal advice · Reviewed 2 October 2026

General resolution guideChoose country and region before relying on jurisdiction-specific legal steps, deadlines or escalation routes.

Choose location

Use one claim reference

Keep the correct claim number attached to each contact so records from different claims are not mixed.

Record promised action

Distinguish what was discussed from what the insurer actually promised to do and by when.

Track documents requested and supplied

Record what was requested, when it was sent and any receipt or acknowledgement.

Set the next review

Each unresolved contact should end with a date for checking progress or responding.

Practical plan

Date/time	Channel/team	Purpose	Result	Promised action	Next review
14 June 09:30	Phone / claims	Assessment status	Report received	Decision by 18 June	19 June
19 June 11:10	Email	Decision overdue	Acknowledged	Escalated internally	21 June

Synthetic example only.

Important limitation

A contact log records communications. It does not alter policy terms or create rights that do not otherwise exist.

Related resolution guides

Keep moving the matter forward

Resolve a car accident dispute Prepare an insurer response

Continue the journey

Use the right tool for the next job

GetInstantProofConnect contacts to the accident and damage evidence.GetInstantResolvePrepare a response if the insurer issues an adverse decision.GetInstantLawCheck legal information for your country and state or region.

Common questions