This article was written with the assistance of AI and edited by Angela Sabarese.
In a recent CLM webinar from the Insurance 101 series, entitled, “Claims Investigation 101,” three insurance industry experts shared insights on effective claims handling practices. The panel featured Brian Donnelly, Cullen and Dykman, LLP; Alexandra Santo, Golden Bear Insurance Company; and Dwight Geddes, Metro Claims and Risk Mgmt.
The discussion centered on the fundamental importance of early, thorough investigation in claims handling. All three panelists emphasized that evidence preservation and timely witness interviews can dramatically impact case outcomes. Key topics included investigation strategy, interview techniques, fieldwork practices, technology utilization, and documentation standards.
The Importance of Early Investigation
A recurring theme throughout the webinar was the critical window for evidence gathering. “I think doing an early investigation is crucial in new claims,” Geddes explained. “Collecting as much information as you can early on puts your client and your company in the best position to evaluate the full extent of the matter.” He noted that witnesses may become unavailable, and recordings often get deleted within 30 days.
Donnelly reinforced this point from a trial attorney's perspective: “What's done at the beginning when investigating a claim can have a huge impact on the ultimate outcome.” He described how initial investigation materials from clients—including photographs, videos, and witness statements—remain invaluable, even when cases go to trial years later.
Utilizing Modern Investigative Tools
The panel also addressed modern investigative tools, including social media searches, drones for property damage assessment, and telematics data for vehicle claims. Santo stressed the importance of professional documentation: “A claims file is not a personal diary. You should write notes as if it will be read in front of a jury.”