What should you do if a customer requests to call their insurance adjuster from the lobby?

In this situation, contacting the RMC (Regional Managed Care) or in-house representative for assistance is a prudent action. This allows you to ensure that the customer's needs are being handled correctly in a professional manner. The RMC or in-house representative usually has the necessary expertise or authority to manage such requests for insurance inquiries, ensuring that the customer's interaction remains compliant with company policies and procedures.

Enabling the customer to make the call directly or providing a phone could risk breaching privacy or confidentiality standards that are often critical in these types of situations. General advisories to wait or making independent decisions without consulting a knowledgeable representative may not ensure that the situation is dealt with in the best possible way. Thus, involving the RMC or a qualified in-house representative helps maintain a balanced approach that addresses the customer's needs while adhering to protocol.