Do’s and Don’ts for Dealing with a Life Insurance Company

DO NOT:  

• Call a general customer service number if a more direct number is available.
• Hang up on a customer service or claims representative. 
• Take your frustration out on the customer service or claims representative.
• End the call if you still have questions or concerns.
• Forget that your call is likely being recorded and can and will be used against you in the future.
• Participate in a recorded beneficiary statement without speaking to a life insurance attorney first. 
• Send original death certificates or other documents to the company unless absolutely necessary.
• If you’re promised a call back, don’t wait longer than two weeks before following up. 
• Consult an attorney with no life insurance experience for your life insurance matter.

DO:

• Have your claim number, policy number, social security number and date of birth readily available to identify your policy.
• Look up which department you need to get in contact with at your specific insurance company before you call to avoid being transferred numerous times.
• Make your calls first thing in the morning to avoid long wait times. 
• Make a list of your questions or concerns prior to making the call.
• Take notes during your call to ensure that you can accurately recall the details of the conversation.
• Confirm the number, mailing address, and fax number to ensure your communications are received by the company. 
• Ask for your matter to be escalated if you do not receive the information you’re looking for.
• Consult with a life insurance lawyer if you feel like you have been wronged.