What action should a claim handler take if a claimant mentions hiring an attorney?

When a claimant mentions hiring an attorney, it is crucial for the claim handler to recognize the potential implications of that decision. Opting to refrain from further discussion until hearing from the attorney is a prudent course of action. This approach helps ensure that communication remains appropriate and that the interests of both the insurance company and the claimant are protected.

At this point, the attorney may act as the representative for the claimant, which shifts the dynamics of the claim discussion. Engaging directly with the claimant about the claim after they have indicated legal representation can lead to misunderstandings or complications, as the attorney may wish to guide the conversation and any negotiations on behalf of their client.

Waiting for the attorney allows the claim handler to avoid potential issues related to legal liability and ensures that information is exchanged through the appropriate channels. This practice helps maintain the integrity of the claims process and respects the legal framework that governs such interactions.