Scheduling the EUO:
Why the Goal Is Always to Show Up
Myth #1: Demand the EUO to Scare the Insured
The purpose of the EUO is to gather the information and documentation needed to decide upon the company’s obligations, not to intimidate. When EUOs are demanded for the right reasons—such as clarifying discrepancies or addressing potential fraud—the company is better positioned to resolve claims fairly and effectively.
Using the EUO demand as a scare tactic is counterproductive and can lead to bad faith exposure if documented. Instead, the focus should be on encouraging insureds to participate.
Myth #2: Demand the EUO to Cause a No-Show
Some assume that a no-show benefits the company by providing grounds for denial. While it’s true that non-compliance protects the company under the policy, the best outcomes occur when the insured shows up. A no-show denies the company the opportunity to gather crucial information and fully assess the claim.
Encouraging attendance creates opportunities to:
- Address discrepancies directly.
- Gain a clearer understanding of the claim.
- Make decisions based on substantive information, not procedural issues.
Myth #3: No One Will Show Up Anyway
The belief that insureds or witnesses won’t cooperate is self-defeating. By employing proper scheduling strategies—communicating clearly, coordinating effectively, and maintaining a professional tone—you can significantly increase attendance rates.
Why Show-Ups Matter
Every EUO is an opportunity to:
- Clarify facts and discrepancies.
- Gather all necessary documentation in one setting.
- Move the claim forward efficiently and effectively.
The goal of scheduling is to create an environment where the insured feels compelled—and even comfortable—to participate. By following the right process and employing proven strategies, you’ll see higher attendance rates and better outcomes.
Conclusion
Scheduling an EUO is not about scaring or tricking insureds. It’s about creating a process that ensures participation, enabling the company to gather the information it needs. When done correctly, scheduling is the foundation for success in the EUO process.
Stay tuned for more advanced strategies on how to maximize show-ups and streamline your EUO scheduling process.
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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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