--- title: Chicagoland SIA » Good records are a great risk management tool description: How well do you document your agency's interactions with its customers? image: https://benefits.chicagolandsia.com/hubfs/Imported_Blog_Media/71558463_M.jpg --- [Skip to content](https://benefits.chicagolandsia.com/chicagoland-sia-blog/post/documenting-your-agencys-interactions-with-customers#main-content) [facebook-f icon](https://www.facebook.com/chicagolandsia/) [linkedin-in icon](https://www.linkedin.com/company/chicagoland-sia/) [Twitter icon](https://twitter.com/ChicagolandSia) [youtube icon](https://www.youtube.com/channel/UCjdqbj5lRfSQnvjjGVdrVPg) [![CSIAlogo-2-2](https://benefits.chicagolandsia.com/hs-fs/hubfs/CSIAlogo-2-2.png?width=200&height=118&name=CSIAlogo-2-2.png)](https://benefits.chicagolandsia.com/) - [Learn More](https://benefits.chicagolandsia.com/learn-more) - [Benefits](https://benefits.chicagolandsia.com/member-benefits) Show submenu for Benefits - [Market Access](https://benefits.chicagolandsia.com/access-to-markets) - [Increased Income](https://benefits.chicagolandsia.com/increased-income) - [Training and Learning](https://benefits.chicagolandsia.com/training-and-education) - [Agency Growth and Development](https://benefits.chicagolandsia.com/agency-development) - [Digital Strategy](https://benefits.chicagolandsia.com/digital-marketing-and-strategy-consultation) - [About Us](https://benefits.chicagolandsia.com/about-us) - [Resources](https://benefits.chicagolandsia.com/resources) Show submenu for Resources - [Blog](https://benefits.chicagolandsia.com/chicagoland-sia-blog) - [Video Series](https://benefits.chicagolandsia.com/beyond-the-dec-page-video-series) - [Podcast](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast) - [Free Downloadable Guides](https://benefits.chicagolandsia.com/free-digital-content-strategy) - [Press Releases](https://benefits.chicagolandsia.com/press-release) - [Our Team](https://benefits.chicagolandsia.com/our-team) - [Make a Payment](https://chicagolandsia.appliedpay.com/) Open main navigation Close main navigation - [Learn More](https://benefits.chicagolandsia.com/learn-more) - [Benefits](https://benefits.chicagolandsia.com/member-benefits) Show submenu for Benefits - [Market Access](https://benefits.chicagolandsia.com/access-to-markets) - [Increased Income](https://benefits.chicagolandsia.com/increased-income) - [Training and Learning](https://benefits.chicagolandsia.com/training-and-education) - [Agency Growth and Development](https://benefits.chicagolandsia.com/agency-development) - [Digital Strategy](https://benefits.chicagolandsia.com/digital-marketing-and-strategy-consultation) - [About Us](https://benefits.chicagolandsia.com/about-us) - [Resources](https://benefits.chicagolandsia.com/resources) Show submenu for Resources - [Blog](https://benefits.chicagolandsia.com/chicagoland-sia-blog) - [Video Series](https://benefits.chicagolandsia.com/beyond-the-dec-page-video-series) - [Podcast](https://benefits.chicagolandsia.com/licensed-to-talk-insurance-podcast) - [Free Downloadable Guides](https://benefits.chicagolandsia.com/free-digital-content-strategy) - [Press Releases](https://benefits.chicagolandsia.com/press-release) - [Our Team](https://benefits.chicagolandsia.com/our-team) - [Make a Payment](https://chicagolandsia.appliedpay.com/) May 12, 2021, 12:00:00 AM # Good records are a great risk management tool [Chicagoland SIA](https://benefits.chicagolandsia.com/chicagoland-sia-blog/author/chicagoland-sia) Share: [facebook-f icon](http://www.facebook.com/share.php?u=https://benefits.chicagolandsia.com/chicagoland-sia-blog/post/documenting-your-agencys-interactions-with-customers) [linkedin-in icon](http://www.linkedin.com/shareArticle?mini=true&url=https://benefits.chicagolandsia.com/chicagoland-sia-blog/post/documenting-your-agencys-interactions-with-customers) [Twitter icon](https://twitter.com/intent/tweet?url=https://benefits.chicagolandsia.com/chicagoland-sia-blog/post/documenting-your-agencys-interactions-with-customers) [pinterest-p icon](http://pinterest.com/pin/create/link/?url=https://benefits.chicagolandsia.com/chicagoland-sia-blog/post/documenting-your-agencys-interactions-with-customers) [envelope icon](mailto:?body=https://benefits.chicagolandsia.com/chicagoland-sia-blog/post/documenting-your-agencys-interactions-with-customers) In today’s litigious society, keeping good records of your work as an insurance agent is important. Consistently and accurately documenting discussions with your clients — and actions taken as a result of those discussions — may not eliminate your risk of an errors and omissions claim or guarantee your success should you face one. But it can both reduce your risk of a claim and aid in your defense in the event of an E&O claim. Here are some important steps to consider in your office: **Record incoming calls.** You’ll want to record the date, time, the name of who called and who in the office they talked to. Include information about what was discussed and what action you or a staff member took on your customer’s behalf. You can take notes or create a form that can be filled out whenever you or a staff member talk to a customer. **Keep good notes.** You’ll want to have a file for each customer and include a log of phone calls they made to you and you made to them. Include any coverage advice you provided. It’s especially important to keep notes whenever a client declines to take your coverage recommendation(s) or declines coverage you suggest. Many E&O insurance claims stem from instances in which a customer declines coverage. If you communicate via e-mail, be careful with what you say; it’s a written record. Make sure you archive all e-mails in which you discuss insurance coverage with a customer, initiate coverage or make a requested change to a policy. **Establish procedures.** Put in place clearly defined procedures for tasks such as notifying clients their coverage is being canceled. **Follow up in written form.** When a client requests a change in coverage — especially a reduction in coverage — send a follow-up letter about the changes they requested. Make it clear which types of coverage were initiated and which were declined. **Back up your records.** Make sure you’re safely storing and backing up all physical and electronic information. Want to learn more? *IA Magazine* has an article you may want to review, ‘[The Top 5 causes of Agency E&O claims in 2020](https://www.iamagazine.com/magazine/issues/2021/march/the-top-5-causes-of-agency-e-o-claims-in-2020?utm_source=s5_mobile_site&utm_medium=mobile&utm_campaign=s5_87710)‘. 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