Not Much To Draw From

, , , , | Right | January 27, 2020

(I am taking a call from a gentleman in relation to a claim. He has sent in some of the evidence, but not all of it. One of my colleagues has requested some more documents. It’s about an injury.)

Me: “Okay, Mr. [Client], I see you have supplied a letter from yourself, a confirmation from the company, and a completed form, but we will need some medical documents from the GP.”

Client: “That’s silly. I have supplied all the evidence you need. Have you even gone over the documents?”

Me: “I personally have not seen the actual documents myself. I’m simply going from the notes.”

(He reasonably requests that I review what he has sent whilst he holds, so I do so. I see the documents which my colleague refers to in her notes and then come across a letter. This isn’t unusual since older customers tend to think a “letter of complaint” will more adequately supply the claim than the telephone call we favor. I scan about a third into the letter to ensure I don’t miss any inserted documents. I go over the rest but I don’t see any. On the fifth page, something catches my eye. Intrigued, I continue to scan the letter. This guy has illustrated a fifteen-page letter featuring hand-drawn pictures of how his wife fell off of their raised decking onto a flower bed leading to her being injured. Whilst hilarious — not for her, obviously — and descriptive and actually, somewhat artistically accomplished, it’s still not medical evidence.)

Me: *taking him off hold* “I’m sorry, but there’s no medical report here; we do require that to continue with the claim.” 

Client: “Really? But I drew out how this happened.”

(I had to tell him that unless he could supply genuine medical evidence, we couldn’t proceed, and I hung up. Months later, though, I saw a print-out of one of the illustrations framed on my colleague’s desk and we shared a chuckle. Gladly, this was one of the easier cases to deal with. Thank you, random artist guy, for brightening up all our days!)

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