Agree on the call’s purpose
Before the call, ask the affected person what outcome they want, what they want you to say, and which decisions they want to make themselves.
Prepare for permission
The insurer may ask the member to verify identity and give verbal permission, or may require a written authorization. Ask what the permission covers and how long it lasts.
Keep the person in the lead
Use your role to reduce memory and process burden. Pause before agreeing to new commitments, and confirm the next step with the person you are supporting.
Use this to prepare—not to replace the plan.
Your plan documents, written notices, and applicable law govern your situation. If a deadline or benefit is unclear, ask the insurer to identify the controlling document in writing.