Requesting Review of a Withdrawn Claim

I called on the ninth of October at three fifteen in the afternoon just to ask about my claim. I never said I wanted to withdraw it, but later I received an email saying the claim had been closed.

What an examiner checks here:

• Called on 9 October
• Call time was 3:15 pm
• Only asked about the claim
• Did not say she wanted to withdraw the claim
• Later received a closure email

Easy to miss: Keep both the exact call time and the denial of requesting withdrawal.

My claim reference is 32765. I received the closure email on the tenth of October, and it said I had requested the withdrawal. I think something I said on the phone must have been misunderstood.

What an examiner checks here:

• Claim reference is 32765
• Received closure email on 10 October
• Email said she had requested withdrawal
• Believes something said on the phone must have been misunderstood

Easy to miss: The email attributes the withdrawal request to the claimant; she disputes that account.

I asked whether I could submit some documents later because they weren't ready yet. I also asked whether my policy covered this loss, but I never said I wasn't going ahead with the claim.

What an examiner checks here:

• Some documents were not ready yet
• question asked during call: whether those documents could be submitted later
• question asked during call: whether the policy covered this loss
• Never said she would not proceed with the claim

Easy to miss: Asking to submit documents later does not mean withdrawing the claim.

I understand. My main priority now is to get this withdrawal issue cleared up first. I've kept that email and written down the questions I asked at the time. Do I need to submit both?

What an examiner checks here:

• Understands the explanation
• Main priority is to clarify the withdrawal issue first
• Has kept the email
• Has written down the questions asked at the time
• question: whether both items need to be submitted

Easy to miss: She asks whether both items are required, rather than stating she has submitted them.

Yes, that's exactly what I mean. Could you give me the review outcome in writing? If you still decide that I withdrew the claim, please explain the basis for that decision and identify exactly what I said in the recording that supports it.

What an examiner checks here:

• Confirms that this is exactly what she means
• question: whether the review outcome can be provided in writing
• If the finding remains that she withdrew the claim
• Requests the basis for that finding
• Requests identification of the specific words in the recording

Easy to miss: The request for reasons and specific recorded words is conditional on the withdrawal finding being upheld.

All right. I'll keep the originals and submit copies, and I'll quote my claim reference whenever I contact you in future. I hope you'll listen to the whole recording to understand what I meant at the time.

What an examiner checks here:

• Will keep the original documents
• Will submit copies
• Will quote the claim reference in future contact
• Wants them to listen to the entire recording
• Wants her meaning at the time clarified

Easy to miss: She will submit copies while keeping the originals, and wants the entire recording heard.