Recorded Statements in Property Claims

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Insurance policies commonly give the carrier the right to take a recorded statement from the policyholder as part of investigating a claim, and this request tends to surprise people who assume the adjuster’s field inspection is the whole of the investigation. A recorded statement is exactly what it sounds like: a conversation, usually over the phone, in which the policyholder answers questions about the loss while the call is recorded and later transcribed. It becomes part of the claim file and can be referenced by either side if the claim later moves toward appraisal, mediation, or litigation.

The purpose of a recorded statement, from the carrier’s perspective, is to establish a clear factual account close in time to the loss event. Questions typically cover when the damage was discovered, what the policyholder observed, whether any repairs were made before the inspection, and details about the property’s condition and history. For a Minnesota homeowner dealing with a hail claim, this might include questions about the age of the roof, whether prior claims were filed for storm damage, and whether the policyholder noticed the hail event as it occurred or found the damage afterward. None of this is unusual, and most policies with this provision treat cooperation with a recorded statement as one of the duties owed under the policy.

A recorded statement is a distinct process from an examination under oath, even though both involve sworn or recorded answers to questions about a claim. An examination under oath is a more formal proceeding, often conducted with an attorney present, transcribed by a court reporter, and used more frequently in claims where the carrier has significant questions about the loss. Recorded statements are typically less formal and more routine, though the line between the two can blur depending on the carrier’s practices and the complexity of the claim.

Policyholders sometimes ask whether they are required to give a recorded statement, and the honest answer is that it depends entirely on the specific policy language and the laws of the state where the policy was issued. Some policies make cooperation, including recorded statements, a condition of coverage. Whether a policyholder wants to consult an attorney before giving one, or wants the statement scheduled for a particular time, are decisions that rest with the policyholder and are outside anything an appraiser addresses. An appraiser’s role, when a claim reaches that stage, concerns the amount of loss on covered items, not the investigatory steps that preceded the appraisal.

It is worth noting that a recorded statement, once given, cannot be taken back, and inconsistencies between that statement and later documentation can become a point of discussion in the claim. This is simply a feature of how the process works rather than a reason for alarm, and most recorded statements proceed without incident because the underlying facts of a storm loss are usually straightforward: a date, a description of the weather event, and an account of what was found afterward. Being accurate and consistent matters more than being brief or guarded.

This article offers general education on the appraisal process. Nothing here is legal advice, and state law and policy language govern each claim.

Russ Lis is an independent property insurance appraiser and umpire in Minnesota who serves clients nationwide. Contact Appraisal Resolution.