Identify the caller
Confirm the person’s name, company, contact information, claim number, and which person or organization the company insures. Ask whether the call concerns property damage, bodily injury, benefits under your own policy, or another issue.
Record the request
Note the date, the information requested, any stated response date, and what you provide. Keep copies of written communications and use factual language when you do not know or do not remember an answer.
Pause before broad permissions
A recorded statement, medical authorization, settlement agreement, or release can have consequences. Ask what is required, what is optional, the scope of the document, and whether you may review it before responding.
Escalate unanswered questions
A qualified lawyer can advise about policy terms, multiple insurers, subrogation, liens, or a disputed coverage position. The correct answer depends on the policy and governing law.