At a CanCERN meeting last night it was mentioned that some insurance companies record telephone conversations between the company and claimants. Sometimes this is done for training purposes, sometimes for quality control.
Ask for a transcript, or a CD, of the calls. The person concerned had asked for, and got, the calls on a CD. This helped focus the insurance company’s mind and eliminated disagreement over who said what.
The previous post on getting claim information from your insurance company is here.