Eaton, Kerry. Investigative Interviewing For the Insurance Adjuster.
Abstract: This article discusses different interviewing techniques
for adjusters. The adjuster's role is to "investigate, negotiate, and
settle insurance claims." Effective claims investigation requires the
adjuster to gather evidence and confirm its relevance by interviewing witnesses.
The three objectives of investigative interviewing are: reduce trauma to
the subject, generate information, and validate the information. The article
explains, in detail, the 5-step communication process, which is a valuable
tool for interviewers. The author also explains the six components of cognitive
interviewing which are useful to adjusters. Finally, the article explains
the differences between closed-ended questions (yes or no answers) open-ended
questions (more than a yes or no answer) and high-gain questions (answers
require subject to reveal high-value information).
For more information, contact:
Adjusters Canada, Inc.
539 Riverbend Drive
Kitchener, ON N2K 3S3