Templates
File administration
The claim diary and activity log, built to the reconstruction standard market conduct examiners actually apply — with a worked example contrasting a note that survives an exam against one that does not.
No regulation names a "diary log", but three mechanisms force one into existence: files must permit reconstruction of the insurer's activities, non-written actions must be recorded with their date, manner and content, and material documents must carry the date they were received, processed and transmitted.
That is effectively a three-field schema for a file note, and it is the difference between a note that survives a market conduct exam and one that reads as "called the insured, 10 min".