QUESTION & ANSWER:
E&O & recording phone
conversations
Q
This week we met with both our phone vendor
and our management information system vendor
to discuss our ability to record incoming and
outgoing telephone conversations and being able to save
the conversations in our computer system. Our phone
system can do this and our computer server has the capacity
to handle the additional data. Currently, all voice messages
are captured on our telephones and in our computer.
Most voice messages get deleted after we listen to the voice
message unless there is some material information on the
voice message. It is my understanding that with telephone
conversations we will not be able to delete them once they
get into our computer system.
thing relative to our E&O. It will be better than relying
on handwritten notes and will certainly be able to clearly
determine what was or was not said, good or bad. I would
like to know whether you have other insureds that are
doing this. Is this something E&O insurers encourage their
insureds to do? Has this helped or hurt agents in E&O
situations?
A
We ran this by the VU faculty and some E&O
gurus. Below are their responses, collectively
referred to as “Faculty Response” in each instance.
This is an emerging issue so we don’t have any definitive
recommendations, just some preliminary thoughts. We
suggest seeking competent legal counsel.
“I believe recording of phone conversations will be a good
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KANSAS INSURANCE AGENT & BROKER | July - August 2017 |