e&o renewal exposed how bad our insurance call transcription and notes situation actually is and fixing the documentation was only half the problem

Renewal meeting with our e&o carrier last month. They asked whether we record calls and whether verbal recommendations are documented systematically. The honest answer was "depends on how busy the person was when the call ended" which you could feel the premium increase forming in real time.

We actually fixed the documentation piece pretty quickly. Already had ringcentral for recordings but audio files nobody listens to aren't documentation, so we added sonant for the structured notes and ams push. Consistency problem went away. But then the carrier started asking about the content of what's being documented and that's where it got uncomfortable. Staff giving informal coverage opinions they shouldn't be giving. Recommendations without proper disclaimers. Clients being told "you should be fine" on coverage questions that should've been escalated. Now that every call is actually documented it's obvious how many conversations include language that creates liability regardless of whether notes exist or not.

So we solved the insurance call transcription and notes gap and immediately discovered a training problem underneath it that's honestly harder to fix. When nothing was documented nobody could see how often staff were saying things that could come back on us. Now that everything is captured it's painfully visible.

Anyone else go through this where improving documentation revealed bigger problems you didn't know you had? How did you handle retraining staff on what they can and can't say on calls?