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Insurers Must Share Call Recordings in Claims Disputes, DOL Says

June 15, 2021, 7:58 PM

Insurance companies must turn over recordings of phone calls they make for quality assurance purposes when claimants request them as part of a benefits appeals process, new U.S. Labor Department guidance says.

The DOL’s Employee Benefits Security Administration published an information letter Monday that requires claim administrators to make audio recordings available to claimants alongside other required documentation, even if those recordings played no role in the benefit determination process.

EBSA’s position could prove a powerful tool for claimants and their lawyers seeking an administrative record of why disability or health claims were denied. That record is usually the ...

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