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What should I do if a problem arises?
Problems that arise are often minor and can be easily fixed. In other cases, the problem can be serious. In all cases, Council encourages you to first discuss the matter with the licensee to see if the issue can be resolved.
Here are some tips to help you deal with problems quickly and effectively:
- Make written notes of your conversations. This is particularly important when you give instructions for an agent or adjuster to act on your behalf to make a change of any type, take a loan, agree to any settlement, etc.; or when the agent or adjuster confirms important issues to you verbally. (Never hesitate to ask him or her to confirm such issues in writing).
- Retain copies of all forms, statements correspondence, and your insurance policies.
- If you identify a problem, notify your agent or adjuster immediately. Explain your concerns and where you see the problem. Allow a reasonable length of time for your file and issues to be reviewed, however, do not wait too long. Ask the licensee for an estimated time frame that he or she will get back to you and allow them that time. If for some reason you think the time frame is unreasonable, discuss it. Most licensees, like you, will want problems resolved quickly. If the issue is major, or it is not resolved within the allotted time, follow up in writing. (Remember to keep a copy of all correspondence and document your conversations.)
- If the problem still has not been resolved, and there is an agency or adjusting firm involved, contact the manager, preferably in writing.
If the problem still has not be resolved, there are many options open to you depending on the nature of the matter. For service related problems, see the Consumer Contacts and Links section of this website for some helpful contact information.
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