Don't rely on telephone calls to get you the results you need. When speaking on the telephone with customer service, insurance companies, businesses, or anyone else about an important subject matter, you need to follow up with a confirmation letter to create a written record for future use.
A confirmation letter is a way to make a written record of a telephone conversation that can be used at a later time to prove what was discussed. The confirmation letter accomplishes three things: 1) helps the parties keep track of responsibilities; 2) tells the addressee that the conversation will not be forgotten; and 3) can be used as evidence in court proceedings to prove your version of events.
Plan your letter before your telephone conversation by making a checklist of things to discuss. For each discussion item, determine who is responsible and when will the item be accomplished. If there are any contingencies, identify them.
After your telephone conversation, start writing your letter. Include a date, the addressee and a subject matter line. Write the letter plainly and succinctly. The letter should be factual and accurate. Leave out commentary, speculation and emotions. As a rule, do not use exclamation points. Do not try to intimidate or bully. Remember, the letter may end up being read to a judge or jury, and you do not want to come across as obnoxious or unreasonable.
Start the letter with "This letter is to confirm our telephone conversation on [date] regarding ___." Then accurately describe what was discussed by specifying who said what. Make sure you include all of the important information, including who is responsible for the action item, when it is to be completed, and any contingencies. Conclude the letter with "Please inform me in writing as soon as possible if anything described above is inaccurate." Then sign the letter.
Make sure you make and keep a copy of the signed letter, then mail it. If the subject matter of the letter is critical and you have reason to believe the addressee may deny receiving the letter, then send the letter via certified mail. If you have the addressee's email address, then email is okay.