Sometimes people just don't follow instructions. Even though every insurance policy clearly instructs the insureds on where and to whom a claim should be reported, you probably have had insureds contact you instead of the carrier to report a claim. How should you respond?
Related: Read "Avoid the Problem Client."
The first option is to refer the insured to the policy and advise him to report the claim in accordance with policy instructions. But there are risks to this approach. If your client doesn't follow through and report the claim or misunderstands your instructions and the claim is later denied, he will blame you. If you follow this approach, document your file with a letter to the insured advising him to follow the policy instructions.
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