I’m looking for input from others who have dealt with insurer requests for phone calls during a disability claim.
In my case, I’ve been fully participating and providing all requested information in writing. Previously, this was accepted. Recently, I’ve been asked to complete a phone interview, and I’ve requested clarification on whether this is required under the policy. I’ve been advised there is no specific provision requiring telephone communication, but that a call is still being requested to assess my claim.
I’m more comfortable communicating in writing so that responses are complete and there is a clear record. I’m continuing to cooperate and respond promptly, just in written form.
For those who have been in a similar situation:
Were you required to participate in phone calls?
Were written responses accepted?
Did declining a phone call affect your claim?
I’d appreciate any insight on how others have approached this.
This is a difficult question to answer because there are so many variables. My advice might be different depending on what is making you disabled, how good you are at understanding what the insurer needs and what you need to prove, etc.
I did do update phone calls, but there is a lot of objective evidence of what’s wrong with me (things observable to a doctor) to back up how sick I was. But my main reason for it was that at the beginning I was physically unable to sit down and respond to written questions. I was careful to not overstate things and also to explain what my limitations were. After each conversation I did email myself a summary of who was on the call and what we discussed with a date and time stamp. ironically it turned out my case manager wasn’t keeping notes or a recording so my emailed notes were the only record of the conversation.
There is the part about how this should happen theoretically and then what is required contractually.
Contractually speaking I’ve never seen a long-term disability contract that requires someone to take a phone interview. You are however required to update and communicate with them so theoretically speaking you could demand everything be done in written format and you will have still completed your contractual responsibilities.
My request for phone updates was denied. Nowhere in the policy does it explicitly state that phone calls are not allowed.
I didn’t bother pushing it further. I’ve seen several posts on here of people who didn’t respond to phone calls, and somehow it worked out for them. But I think it really is a hit or miss depending on your caseworker.