Post-EUO:
Streamlining Reports, Calls, and Follow-Ups
The post-EUO phase is where everything comes together, moving the claim closer to resolution. While the EUO itself gets a lot of focus, what happens afterward is equally critical. Let’s break down what should be happening after the EUO to ensure your process stays efficient and effective.
What is the Purpose of the Post-EUO Process?
At its core, the post-EUO process should:
- Summarize the critical information gathered during the EUO.
- Address the documents produced and identify any that are still pending.
- Outline recommended next steps.
It’s as simple as that. The idea is to maintain momentum—getting the information where it needs to go quickly so decisions can be made without unnecessary delays.
The EUO Report
The EUO report is a straightforward summary, not a place for unnecessary legal analysis or long waits. Here’s what you need to know:
- Timeliness is Key:
◦ EUO reports should be delivered within 48-72 hours. There’s no reason to delay while waiting for a transcript unless it’s absolutely necessary.
◦ A transcript isn’t always required—most EUOs don’t need one. Order it only if it’s necessary for litigation or further investigation. - What Should Be Included?
◦ Recommendations for future action, such as following up on pending documentation or deciding how to proceed based on the findings.
◦ A list of documents produced and pending.◦ Critical information obtained during the EUO.
What It’s Not:
An EUO report isn’t a legal opinion. If legal analysis is needed, it should be requested separately to avoid slowing down the claims process.
Conducting a Post-EUO Call
After the EUO, a call should happen as soon as possible. This call is essential for keeping everyone aligned and ensuring timely follow-up.
- What to Cover:
◦ A brief summary of the EUO findings.
◦ Discuss documents obtained and note anything still outstanding.
◦ Identify immediate next steps to keep the claim moving forward.
If outside counsel conducted the EUO, insist on a post-EUO call in addition to the written report. The goal is to eliminate any confusion and address questions in real-time.
Following Up on Pending Documentation
If documents are still outstanding, you need a clear follow-up process. Whoever conducted the EUO—whether it’s SIU or outside counsel—should handle this promptly.
The Rare Need for a Second EUO
Most claims will only require one EUO. However, a second EUO may be necessary in cases where:
- The insured didn’t answer all the questions during the first EUO.
- Key documents were missing and need to be addressed in person.
When done correctly, a second EUO is a natural extension of the first—not an entirely new process.
Don’t Let Delays Derail the Process
One of the biggest mistakes in the post-EUO phase is allowing unnecessary delays. Whether it’s waiting weeks for a transcript or an over-complicated report, these delays can slow the entire claims process.
Remember:
- The EUO is meant to provide clarity. If the findings show there’s nothing to deny or further investigate, move forward with the claim decision.
- A streamlined process ensures claims are resolved efficiently without sacrificing thoroughness.
Conclusion
The post-EUO process doesn’t have to be complicated. Focus on timely reporting, clear follow-ups, and regular communication to keep the momentum going. By sticking to these practices, you’ll ensure that the EUO achieves its purpose and the claims process stays on track.
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Danny Vazquez
Danny Vazquez is the National EUO, LLC CEO.
Danny is a central leader on Claims, Investigations and EUOs in the insurance and legal industries.
As CEO, Danny took the knowledge and insights gained throughout his 25 plus years legal career to establish National EUO as the Nation's leading company on EUO services and EUO training.
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