Money & bills · phone script

How to Follow Up on an Insurance Claim by Phone: Step-by-Step Script

A practical phone script for following up on any insurance claim: check status, find out what's missing, and get a timeline and reference number.

Personalize this scriptPractice this callPrint a call card
On this pageWhat to have readyThe script, step by stepIf they push backVoicemail templateAfter the callFAQ

Waiting on an insurance claim can feel like shouting into a void. A follow-up call often reveals a simple reason for the delay: a missing document, a question nobody asked you, or a claim waiting in a queue. The call's purpose is to find out which, and what happens next.

This script works for health, auto, home, renters, travel, and other insurance. Have your claim number ready; it's the fastest way for the rep to find your file. If you don't have one, your policy number and the date of the event will usually work.

Stay curious rather than frustrated. Questions like "What's needed to move this forward?" get more useful answers than "Why is this taking so long?" even though both are fair.

What to have ready before you call

  • Your claim number and policy number
  • The date of the incident or service
  • Dates you submitted documents and how (portal, email, mail)
  • Notes from any previous calls
  • Your adjuster's name if one has been assigned

Fill-in blanks look like [this]. Use the script builder to fill them in once and get a clean, personalized copy.

The script, step by step

Your opening line

Hi, my name is [your name]. I'm calling to check on the status of claim number [claim number].

  1. Ask for status

    Can you tell me where this claim is in the process right now?

    Open question; let them explain.

  2. Ask what's missing

    Is anything needed from me or anyone else to move it forward?

    The most useful question on the call.

  3. Ask for a timeline

    When should I expect the next update or a decision?

    Get a date, not just "soon."

  4. Ask about the adjuster

    Who is handling the claim, and what's the best way to reach them?

    Direct contact saves future calls.

  5. Confirm documents received

    Can you confirm you received the [document] I sent on [date]?

    Documents sometimes get lost or misfiled.

  6. Get a reference

    Could I get a reference number for today's call?

    Plus the rep's name and the date.

If they push back: calm answers

These are things the other person might say. Read them now so nothing catches you off guard. You can rehearse them in practice mode.

It's still under review.
I understand. Is there an expected decision date, and is anything holding it up?

Gently ask for specifics.

The adjuster will contact you.
Great. When can I expect that, and could I have their direct contact information in case I don't hear back?

Have a backup plan.

We never received that document.
Okay. What's the best way to resend it right now, and can you confirm receipt while I'm on the line or by email?

Fix it immediately if possible.

I can't give you a timeline.
I understand. When would be a reasonable time for me to follow up?

They'll often give a date.

If you get voicemail

Hi, this is [your name], calling about claim number [claim number]. I'm checking on the status and whether anything else is needed from me. Please call me back at [your phone number]. Thank you.

Say your number slowly, and repeat it at the end. More in our voicemail guide.

After the call

  • Update your claim log with today's details.
  • Send any missing documents the same day.
  • Set a reminder to follow up on the date they gave you.
  • If the claim is denied, ask for the reason in writing and how to appeal.

Log names, times, and reference numbers as you go with the free Call Notepad and hold timer.

Frequently asked questions

How often should I follow up on a claim?

Follow up when the timeline they gave you passes, or if you haven't heard anything in a while. Ask them what follow-up interval they recommend.

What if my claim is denied?

Ask for the specific reason in writing and the steps and deadline for an appeal.

Should I talk to the adjuster or customer service?

Customer service can give status, but the adjuster usually makes decisions. Ask for the adjuster's contact information.

What should I keep in my records?

Claim number, dates of every call, names, reference numbers, and copies of everything you submit.

Related call scripts

Money & billsQuestion a medical billAsk for an itemized bill and question charges you don't understand.Money & billsDispute a chargeQuestion an unfamiliar or incorrect charge with your bank or card company.Customer serviceComplain and ask for a supervisorEscalate a problem without yelling, and actually get it resolved.

This script is general guidance written to be calm and practical. It is not legal, financial, or medical advice, and policies differ between companies and places. Read the disclaimer.