How Digital Evidence Can Give Clarity to Adjusters for Questionable Claims

When claim details are inconsistent or raise questions, adjusters need answers that may be within everyday digital platforms that document activities, so long as it’s obtained through proper authorization, consent, subpoena, or another legally valid process. Think ride-share, food, or package delivery platforms; home security systems; fitness trackers; and digital payment applications.

When obtained and used appropriately, metadata, geotags, and other usage details can help confirm timelines, verify reported activities, and support or refute other claim details.

Whether it’s a workers’ compensation, auto, or personal property theft claim, insurance professionals can rely on investigative partners to obtain this information within ethical, legal, and organizational guidelines, providing what’s needed for confident, informed decisions.

Location Verification and Digital Movements

Verifying a claimant’s location when a reported incident occurred is vital if inconsistencies arise. Ride-share services and food or package delivery platforms can provide a wealth of evidence related to a person’s movements, whether they’re registered with the app as a driver or user.

Say there are questions about the extent of a reported workers’ compensation injury. Adjusters could seek further verification through these platforms that may produce evidence of potential activity.

Investigators go through the proper channels to obtain location data, timestamps, and receipts, which could show deliveries were made even though the claimant told the adjuster or investigator they couldn’t return to their regular job. Or it may show that while registered as a driver, the claimant didn’t accept delivery assignments during the period in question.

Many service industry digital platforms not only provide navigational tools to show users how far items are from their destination but also require photographic proof of delivery. This proof can be shared through text, email, or directly within the app. However, it should only be accessed or shared in accordance with applicable consent, authorization, platform terms, and privacy requirements.

Ride-sharing app data may refute or verify a claimant’s location. When accessed legally and within company guidelines, this information can be used to help adjusters resolve claims.

Adjusters who question details of property theft claims may find answers in the shipping, delivery, and, when applicable, return status of items. This documentation can verify when purchases occurred, where they were returned (through a mailing service or kiosk in a partner store), and the time the return was initiated. Trained investigators can then corroborate these details through a variety of investigative approaches to ensure something claimed as stolen wasn’t returned.

Similarly, food delivery apps can confirm whether the claimant, as a driver, was away from their home making deliveries when a reported theft occurred.

Once facts are gathered regarding location and movement, they can help the investigator piece together a timeline through further digital investigations or other techniques. Just remember that geolocation data is sensitive and should be collected only when relevant, proportionate, and legally authorized.

Establish Timelines and Physical Ability

In a digital world, the likelihood of going about one’s day undetected is slim, and home security systems are one of several video sources that flesh out timelines during claims investigations.

These systems, many of which have a mobile app component, alert the homeowner of detected movements or potentially suspicious activity, including the coming and going of vehicles or people.

Consider an auto theft claim in which the vehicle was reportedly stolen from the policyholder’s driveway. Home security footage from the claimant or a neighboring property may verify the time of the alleged theft and if the policyholder was present at the time of the incident. Just remember, footage from a claimant, neighbor, business, or third-party property owner should be obtained with proper consent, authorization, subpoena, or other legally valid process. Other means of access could jeopardize its ability to be used should the claim go to trial.

These products may also record footage that supports or contradicts claimed physical limitations, especially if fitness app activity logs are available to corroborate the findings.

Fitness apps that track the type, duration, and location of a workout, along with other statistics, may corroborate or refute the facts of a claim.

Maybe a claimant reported a severe ankle injury that has kept them out of work for several months, and the details appear inconsistent to the adjuster. Security footage can prove or disprove if they are leaving their home with assistive devices or in workout gear while carrying a gym bag.

At the same time, a fitness app that logs workout duration, location, and the type of workout—if a workout even occurred—can also validate claim details when properly obtained. Caution should be used when attempting to procure this information because it could involve sensitive health, activity, and location information. It also should be obtained only with proper authorization and used only for legitimate claim-investigation purposes.

Depending on the claim type and the depth of questions an adjuster has about it, an investigator may suggest corroborating details through digital evidence gathering.

Financial History or Patterns

Digital payment platforms record transaction histories outside of traditional banking or credit union services that may provide additional context regarding a claimant’s financial health. They should be voluntarily provided, legally authorized, or otherwise obtained through appropriate channels. Because these apps involve sensitive financial information, any access should be requested, reviewed, and retained only when relevant to the claim and legally authorized.

Digital payment platforms can show investigators who a claimant is receiving money from and how often they are receiving funds. This may be useful if red flags have been raised regarding working while collecting.

Consider a workers’ compensation claim where red flags were raised regarding finances and the extent of a reported injury. Digital payment platforms could confirm or refute whether a claimant is earning supplemental income or working while collecting.

Depending on how an original purchase was made, these apps might also reveal when reportedly stolen items were bought or returned, as well as their cost, for property theft claim investigations. This can supplement other documentation the claimant provided or details gleaned through canvassing, social media searches, or other investigative methods.

How To Properly Obtain App Activity For Fact Verification

Digital platforms may help corroborate or refute purchases, physical activity, reported timelines, and other facts, so long as the data is obtained legally.

Information must be:

• Publicly available
• Provided voluntarily by the user
• Authorized through proper legal means, such as consent, subpoena, or other applicable legal processes

Adjusters or the investigative partners they refer claims to must follow proper protocols for procuring information. Otherwise, they could jeopardize their own reputation or that of their employer. Improperly obtained evidence could also be dismissed or deemed unusable if a trial occurs.

Because digital records may be deleted, overwritten, or become unavailable, early preservation of relevant data can be important when a claim raises legitimate questions.

Investigative partners like VRC are well equipped to handle the nuances of these investigations. Our experts are licensed and trained to use various investigative techniques, including gathering digital evidence, as well as the legal, ethical, and moral boundaries that accompany digital fact gathering.

VRC Investigations, part of Alpine Intel’s suite of services, is the leading national provider of insurance claim validation and investigative intelligence in the United States. Leveraging a fact-driven approach, we deliver actionable insights through detailed reports that empower our clients to make confident decisions while swiftly addressing misrepresentation and minimizing risk exposure. To partner with VRC, 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.