Confirm identity and role
Ask for the person’s full name, organization, direct contact details, claim number, and which person or company the organization represents.
Ask for a reviewable request
If possible, request the question, authorization, document list, or proposed agreement in writing. That provides a stable record and time to understand it.
Keep facts distinct from estimates
Avoid guessing about diagnoses, recovery time, fault, or missing details. It is accurate to say you do not know or need to check a record.
Pause before a release or final resolution
A signed release or accepted final payment can affect rights. Obtain local legal advice if you do not understand its scope.