16 Aug Does Your Documentation Include Abbreviations?
Every day, producers and CSRs / account managers will be faced with the need to document the various client/prospect conversations. Whether the conversations are face-to-face or on the phone, this can be a challenge. There aren’t enough hours in the day. Yet, documenting these discussions is probably one of the most important tasks that need to be performed.
There are a few approaches to consider:
- One approach many agencies have found beneficial is using abbreviations in some of the documentation instead of spelling every word out. Abbreviations include “HO” for homeowners or “umb” for umbrella. Obviously, the list would be more extensive than that. If you pursue this approach, work with the staff to develop the “official list of abbreviations.” The general rule should be that if the abbreviation is not on the list, then the expectation is that the word is spelled out. If your agency is going to develop a list, keep a history of the acceptable abbreviations and their “meanings.” There is the possibility that down the road, you will need to produce this list of abbreviations to assist in the understanding of the specific piece of documentation.
- Another approach is to utilize software/tools that “automatically correct” the abbreviation by spelling out the word completely. Thus if you have built in the software that “ins” means “insured,” then when you type in “ins,” the system would then automatically spell the word in its entirety. This is a great approach, but it is suggested to proof the documentation notes to ensure that they accurately state the essence of the conversation. Sometimes the various built-in software programs do this but have you ever tried to reference a conversation with CNA, the system thinks that you mean “CAN” and will automatically correct it to “CAN.” Very frustrating.
Obviously, documentation is the main key to determining the direction an E&O claim will go. The documentation should be promptly handled, professional and accurate. Agencies must take a position that high-level quality documentation is not an option; it is mandatory. Hopefully, the use of abbreviations will help you achieve this goal.