How Interviews Can Help Adjusters Determine Next Steps in Auto Theft Claims Investigations

The National Insurance Crime Bureau reported a record decline in auto thefts in 2025, but one vehicle is still stolen every 48 seconds. This means adjusters evaluating auto theft claims will want to apply the most effective fact-finding methods to ensure they make accurate determinations.

Knowing what to listen for in interviews is one way to do that. Insurance professionals who focus their questioning on incident details the claimant may be privy to can quickly identify possible inconsistencies and determine if further inquiry is needed.

Why Interviews Are Useful for Auto Theft Claim Validation  

Claimant interviews serve as a starting point to corroborate details from submitted documentation such as police reports. Though not looking for wrongdoing, adjusters may observe indicators during these conversations that suggest something might be amiss.

Auto theft claims can benefit from an initial adjuster-conducted interview. If inconsistencies are identified, the claim could be referred to an investigative partner for additional fact gathering.

Potential red flags that may warrant additional fact gathering in auto theft claims include:

• Avoiding calls from an adjuster or being hard to connect with for an interview
• Delayed reporting of the alleged theft to the insurance company
• Inability to provide specific vehicle information, such as make and model
• Recent mechanical issues with the vehicle

When appropriate and consistent with carrier procedures, recorded statements can help preserve the claimant’s timeline, vehicle-access details, and explanation of events for later comparison against documents and investigative findings. Adjusters should follow applicable consent, notice, and carrier requirements before recording any conversation, as recording laws vary by jurisdiction.

To ensure these conversations are efficient and productive, adjusters should prepare several lines of questioning regarding the allegedly stolen vehicle.

Possible Lines of Questioning in Auto Claims Investigations

Insurance professionals may ask claimants about their personal financial history, auto financing, the repair and ownership history of the vehicle, or details about the vehicle itself to validate claim details.

Questions regarding vehicle payments and personal financing can offer a baseline for gathering documentation to corroborate the facts of the claim. Learning about recent loans or changes in financial status could give insight into the subject’s monetary health, which may or may not suggest further inquiry is needed. Just remember this information should be considered alongside the full claim facts.

Adjusters may ask claimants who has access to the reportedly stolen vehicle or how many sets of keys exist. This information can help corroborate claim details.

Procuring details about the vehicle and accessory items, such as how many sets of keys or key fobs exist and if any replacements have been made, may unlock another way to gather facts. Depending on who may have had access to the vehicle, it could be deemed necessary to conduct an interview with, or document the movements and online patterns of, known associates. Contacting or reviewing information related to associates should only be conducted when relevant, legally permissible, and within applicable privacy and investigative guidelines.

Exploring the purchase or ownership history of the vehicle can confirm whether the vehicle is new or used. For claims involving newer vehicles, questions about key fobs, replacement fobs, app-based access, valet keys, and digital keys may also be warranted. But any related records or data should be obtained through authorized sources or proper legal channels. Reviewing the vehicle’s history also helps assess prior ownership and if former owners could still have key fobs or other means of access to the vehicle. Questioning if the claimant ever considered selling the vehicle or how long they plan to keep it may also be useful.

Asking about recent repairs or work done on the vehicle not only provides insight into the claimant’s knowledge of the vehicle itself but also opens the door to request invoices, crash reports, emissions tests, or other auto-related documents if needed. It can also help determine if repair facilities had, or may still have, access to the vehicle.

If questions or inconsistencies emerge from these focused conversations with the claimant, adjusters may seek more in-depth fact gathering.

What To Do If Possible Red Flags Are Found

Interviews that alert adjusters to potential red flags, which do not independently establish fraud, may be cause for referral to an investigative partner or SIU team. Licensed investigators have the knowledge and means to pursue other lines of inquiry that may corroborate, clarify, or refute inconsistent details.

If an adjuster identifies potential red flags, which don’t independently establish fraud, during their auto claim investigation interview, they may refer the claim to an investigative partner for more in-depth and objective data gathering.

Based on the carrier’s request, an investigative partner may conduct additional interviews themselves or use the details the adjuster procured to pursue surveillance, social media investigations, canvassing, or database searches. This would allow for comparison of interview transcripts to vehicle title or lien registration details from the DMV, accident reports, or other documents. The carrier then uses that information to determine a claim resolution.

Investigative partners and SIU teams are uniquely qualified for this level of fact verification. Not only are they trained for in-depth investigations, but they are also aware of the legal and jurisdictional restrictions that may be placed on certain types of evidence gathering. Insurance professionals can then use the information to decide how to resolve the auto theft claim.

VRC Investigations, a leading insurance defense investigation firm, provides industry professionals and organizations nationwide with a single source for all their investigative, SIU, and regulatory compliance needs. Our licensed investigators are dedicated to arming clients with the facts that bring certainty to their claim decisions through detailed reports.

To partner with VRC for auto theft claim investigations, 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.