Why Written Communication Protects Everyone in a Claim

Browse the full Resources Index

A phone call can resolve a question in minutes, and that speed is exactly why claims professionals rely on the phone so heavily. It is also why phone calls, on their own, leave the thinnest record of any communication method used in a property claim. A verbal agreement about scope, an informal understanding reached over the phone about pricing, or a promise to send a supplemental estimate by a certain date can all be recalled differently by the two people on the call once enough time has passed, not necessarily because either person is being untruthful, but because memory of casual conversation is simply less reliable than a written record. This is a well recognized limitation of human recall generally, not something specific to insurance claims, and it applies equally to an adjuster juggling dozens of open files and to a homeowner dealing with an unfamiliar process for the first time.

Following up a phone conversation with a brief email summarizing what was discussed and agreed to addresses this gap without adding much effort to the process. A short message noting the date of the call, the participants, and the key points covered, sent shortly after the conversation ends, gives both sides a chance to correct any misunderstanding while it is still fresh and creates a record that holds up regardless of how memory fares later. This practice benefits an insurer and a policyholder equally, along with any contractor involved, since a clear written record reduces the odds of a dispute arising from simple miscommunication rather than a genuine disagreement about value. It also gives a later reader, whether that is a different adjuster taking over a file or an umpire reviewing a stalled claim, a much clearer path through what actually happened than a secondhand recollection can provide.

This matters more, not less, as a claim grows more complex. A straightforward claim resolved in a single visit rarely needs extensive written documentation. A claim involving multiple inspections, a disputed scope of repair, or negotiations stretching over several months benefits considerably from a written trail showing what was proposed, what was rejected, and why, at each stage. If the claim eventually reaches an impasse serious enough to trigger appraisal, that written record often becomes part of what the appraisers and any umpire review in forming their own independent judgment about the loss.

Written communication also has a quieter benefit that is easy to overlook: it slows people down slightly, in a good way. A written message, even a short one, tends to be phrased a bit more carefully than a spoken sentence in the middle of a fast-moving call, and that extra care can reduce the number of loaded or ambiguous statements that later require clarification. This is not a matter of formality for its own sake; a plain, factual email accomplishes the same purpose as a more elaborate letter.

None of this is a suggestion to avoid phone calls, which remain an efficient and often necessary way to move a claim forward, particularly for scheduling and for working through technical details that are genuinely easier to discuss aloud. It is simply a reminder that pairing verbal conversation with a brief written summary protects the accuracy of the record for everyone involved, insurer, policyholder, contractor, and appraiser alike.

This article is provided as general education on the appraisal process. It is not legal advice, and procedures vary by state and by policy.

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