Eaton, Kerry. Investigative Interviewing For the Insurance Adjuster. January, 1998

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
CANADA