When dealing with insurance companies, credit card companies, banks, medical offices, government entities, etc. records are your key weapon.  I have a separate folder for each of my parents’ investments, creditors, government agency, etc.  The first item in each is an activity log.  It’s simply a sheet of tablet paper (or multiple sheets if the contacts become lengthy).  On it I put the date, phone number, person’s name contacted and action promised with any date.  I keep track of when required forms/applications/letters are sent.

I always keep copies of any form or letter submitted especially when there is an issue involved.  If you do not have a copier or a PC with a scanner the local library or pharmacy usually have one.  The small charge for a copy is worth having this backup.  From personal experience I can guarantee the one copy you do not keep is the one you will need. 

Patience and perseverance are required when dealing with automated phone menus and “customer service” representatives.  Contrary to popular belief I’ve found dealing with government agencies less frustrating that private companies especially insurance companies.  They may ask to speak with your parent before speaking with you for privacy reasons.  So, be sure your parent is present when making calls for them.  Forms take time to process but more than six weeks is evidence of a problem.  This is where that copy can be invaluable.  It’s amazing how often professional organizations “lose” documents.

If this is a repeat contact use the log to review the steps you’ve taken with the representative over the phone.  This will save time and show them you are organized.  If you’ve dealt with one person before, ask to speak with them again.  Their familiarity with your problem will speed the discussion along.  Ask for a supervisor if they cannot help you and repeat this process with them.  HOLD YOUR TEMPER!  You can express your frustration but cursing and swearing will only get you a disconnect and higher blood pressure. 

The log is very useful when filing a complaint letter.  Detailing the steps and contacts you’ve taken eliminates redundant actions on their part and gives a clear picture of your efforts.   Knowing exact dates, person’s names shows you mean business and are not making a knee-jerk complaint.  Confusion about these facts “I think it was…”  “I called a hundred times…”   “I don’t remember…” only weakens your case.

To put it bluntly the log is your “memory bank”.  No one’s memory is that good to be able to keep straight all dates, agreements, phone numbers and people’s names when dealing with so many different contacts.