I think there might be a caveat here: when doing peer-to-peer, the insurance side often doesn’t give their names. This was a tactic used when I worked the phones at a company that would occasionally get subpoenaed— never give our name, document what was said, then hand it off to our supervisors who would go in our place as “operator 17” and read off our notes as the totality of the statement. I have zero faith in the insurance companies to have any sort of integrity here, and suspect they’d use a similar tactic to justify any decision making.