• 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 when 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, go to the CONSUMER CONTACTS AND LINKS section for some helpful contact information.

A Special Note on Service Issues: A common complaint Council receives relates to poor service. As outlined above, we encourage everyone to attempt to resolve problems directly. Where service problems are not resolved, you can also deal directly with the insurance company. Remember you have the right to move your business to a competitor; or in some cases, deal with a different individual. Before doing so, however, find out the costs and ramifications involved in making such a change.