How to keep a call log and paper trail

A call log is a notebook, page or spreadsheet where you write down every contact about your denial. It turns “I called last week” into an entry like this made-up one: “I spoke with Maria on 3 March at 10:15, reference 48213, and she said a decision would come within 5 business days.” When a deadline is missed or a story changes, the log is your proof.

What this means

Phone calls leave no record unless you make one. Plans and providers change staff, systems and stories. A log with dates, names and reference numbers lets you hold them to what they said, and lets you check your own deadlines.

Advocate organizations treat this as a basic habit. Triage Cancer’s appeals tracking form has a contact log with the date, the person, the method and confirmation number, the response you expect and your own deadline. The Washington State Office of the Insurance Commissioner offers a printable contact log. The Department of Labor’s booklet advises sending requests by certified mail with a return receipt and keeping copies.

What to do

1. Pick one place (your step). A paper notebook, a folder on your computer or the call log on this site. Use one place so you do not lose pieces.
2. Write the basics before you call. Put your member number, claim number, denial date and appeal deadline at the top of the page, so you have them in front of you.
3. For each call, write down:
   • the date and the time;
   • the number you called and the department;
   • the person’s name, and an employee number if they give one;
   • the reference, ticket or confirmation number (ask for it at the start);
   • what you asked;
   • what they said, in their words where you can;
   • what they promised and by when; and
   • what you promised, and your next step with a date.
4. Repeat it back. Before you hang up, say: “Let me read back what I have.” If something is wrong, correct it then.
5. Follow up in writing. After an important call, send a short note: “On [date] I spoke with [name]. You told me [promise]. Please confirm in writing.” Send it the way you would send any record: portal, fax or mail, keeping the proof.
6. Keep a paper trail. Keep a copy of every letter you send, every notice you get, and the proof of delivery: the certified mail receipt, the fax confirmation page or the portal screenshot. Note the date and method in your log.
7. Save digital messages. Screenshot portal messages and keep emails, so you hold your own copy.
8. Read the log weekly. Check your next dates: when you expect an answer, when you will call back, and your appeal deadline. If a date has passed, act. See when the insurer misses its deadline.

A simple log

Date and time	Who I spoke with	Reference number	What was said	What happens next, and by when
Example: 3 March, 10:15	Maria, claims	48213	The plan says it needs one more record	Plan to call by 8 March; I call on 9 March

The example is made up. Copy the columns and use your own entries.

What the person on the phone may say, and what to say back

“I cannot give you a reference number.” Ask for their full name and department, and say you will write down the date and time of the call. Then follow up in writing.

“There is no record of that call.” Give the date, time and the name you wrote down. Ask them to note your call now and to give you a reference number for this one.

“We cannot put that in writing.” Ask where to send a written request, and send it. A log entry shows you asked.

The rule

The time a plan has to decide a claim or an appeal starts when it is filed under the plan’s reasonable procedures, whether or not all the needed information came with it. See section 2560.503-1(f)(4) and (i)(4) of Title 29 of the Code of Federal Regulations (CFR): 29 CFR 2560.503-1.

Watch for

• Phone calls are not appeals. Unless the claim is urgent, put your appeal in writing. An urgent appeal may be requested orally or in writing.
• Keep what is private, private. Your log holds health details. Store it where others cannot read it.
• Record every contact. Include calls to your doctor’s office and your employer’s human resources department, not only the plan.
• Your dates. The plan must give you at least 180 days after you receive the denial notice to appeal, and your plan may allow more. Check the date on your notice, which controls. Put it at the top of the log.

What next

• How to talk to your insurer on the phone: what to say and ask on each call.
• How to assemble and send an appeal packet: proof of delivery for your appeal.
• The first 48 hours after a denial: what to do first.