What Makes a High-Quality Claim Investigation Report?

Detailed documentation, verification, and authentication practices not only ensure high-quality claim investigation reports but also reinforce the accuracy and validity of the information provided. 

These, along with in-depth research skills and strong jurisdictional knowledge, are needed to combine all aspects of an investigation into a clear, concise, and accurate report that adjusters can have confidence in.  

Credible investigators are uniquely equipped to do just that while helping adjusters determine if there is the potential for possible misrepresentation in a claim. 

Gathering Evidence Through Strong Investigations 

A high-quality claim investigation report starts with a high-quality investigation. Independent corroboration and an unbiased approach are central to a strong investigation. Investigators should clarify claim details through multiple channels, while using various techniques to bolster the evidence provided to an adjuster. 

The investigator’s training and legislative knowledge enable them to gather this information discreetly, ethically, and legally. This can be done through interviews, canvassing, or surveillance, to name a few.  

Depending on the information gleaned through phone calls or online research, like a social media investigation, investigators might conduct additional canvassing to answer any lingering questions.  

A strong investigation will sometimes include multiple types of evidence gathering, surveillance and photo documentation among them. 

In some instances, video evidence may be sought. When properly catalogued, it can provide authentic and accurate depictions of events. But if it wasn’t obtained, authenticated, and handled through established regulatory guidelines, the footage’s validity could be questioned later. 

Any details obtained outside of the law would not be admissible if a claim went to court and could tarnish the reputation of investigators and adjusters alike. Skilled investigators understand the importance of adhering to surveillance and evidence-gathering laws. 

That’s why a report that includes the proper documentation is just as important as the quality of the investigation. 

Detailed, Objective Documentation 

A strong investigation without equally strong documentation doesn’t hold much value. If there’s no proof of the level of detail that went into verifying facts of a claim, or if a report is sloppily put together or missing critical observations and findings, the likelihood that it will help the adjuster resolve a claim may decrease. 

An easily digestible report structure and a high level of detail go hand in hand. A good investigator will include a key findings or summary section, along with any photos, videos, social posts, documents, or other piece of key evidence—all with date and time stamps. They’ll also note who the lead investigator was, who else (if anyone) assisted in the investigation, and what functions were performed and by whom. 

A high-quality claim investigation report may include dates, times, and transcripts related to interviews, canvassing results, and more. 

For desktop research, reports should document how often information was requested, when was it requested, how soon it was received, and if obstacles prevented the investigator from obtaining the information. This includes Freedom of Information Act (FOIA) or Sunshine Law requests, which vary by jurisdiction. 

Any interviews with a claimant or witness should be documented through video or audio recording, in addition to notations of the time, date, and location of the interview. 

If any in-person canvassing, surveillance, or interviews were conducted, this also needs to be documented in detail: when, where, and how long the conversations/interactions took place, along with what was said. Any audio or video recordings or photographic evidence should be included as well. 

A claim investigation report that hits all of these marks gives the adjuster everything they need to determine the most appropriate resolution for a claim.  

Investigative Partners Provide Quality Claim Investigation Reports 

Investigators and canvassers are uniquely trained to secure and document evidence with as much detail as possible. Adjusters who work with an investigative partner can ensure their claim is given the attention required to produce a high-quality claim investigation report that will give adjusters the answers they need and hold up in court. 

At VRC Investigations, the nation’s leading insurance defense investigation firm, we are dedicated to uncovering the facts and empowering our clients to make confident claim decisions. Submit an assignment today. 

Alpine Intel’s content is meant to inform and educate readers using general terms and descriptions. They do not replace expert evaluations that determine facts and details related to each unique claim.