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DOL Hears an ERISA Claimant on Access to Audio Recordings
Eversheds SutherlandLink to more items from this source
[Guidance Overview]
June 29, 2021

"DOL's issuance of an information letter on this issue seems a dubious use of that mechanism given its subtext ... Over time, benefits claim fiduciaries ... may reconsider whether to record these calls and, if they do, whether the recordings should be part of the administrative record for the claim; and ... the customer service facility provided by plan administrators, insurance companies and third party administrators may become less responsive to claimants[.]"

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