Page 26 - July2017

- Declinations or rejections of coverage must be in the agency system but also, as noted above, through
documented. To ensure that there is no misunderstanding some form of written communication back to the customer
about what the client said and what your agency heard, it or prospect. The documentation should include who was
is strongly suggested that there be written communication present for the meetings, what was discussed, and what
back to the client memorializing the discussion. You will was agreed upon.
be surprised about what the client will say after a loss
when they are told there is no coverage! Quality and effective documentation may not be easy
- The agency should have written standards and procedures and will be time consuming, especially if it is done right.
established that clearly delineate where documentation of However, it really is that important.
various types should be stored in the agency system.
The material contained in this article is for informational
Done Right purposes only and is not for purposes of providing legal
For insurance producers, there should be concise advice. You should contact your attorney to obtain advice
documentation of producer–client meetings. This can be with respect to any particular issue or problem.
at the initial stage of the relationship or at the numerous
times when the interaction occurs. Notes should be taken Curtis Pearsall is President of Pearsall Associates, Inc., and
detailing the discussion and then memorialized not only Special Consultant to the Utica National E&O Program.

A common phrase often used in litigation matters
is “if it is not in the file, it didn’t happen.” It would

be challenging to find a more accurate phrase
when it comes to E&O loss prevention.

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26 insight july 2017