Avoiding Culture Clashes

Conducting a potential fraud investigation of a company’s own insured is a sensitive task. It can be further complicated by not taking into account an insured’s cultural background, which in some cases can make conduct look suspicious even when it’s not.

On the other hand, cultural practices may also provide clues about actual improper conduct.

Making missteps either way, whether in a recorded statement or an examination under oath, could lead to a wrong answer regarding whether fraud is being committed, and could expose the insurer to extra-contractual liability due to being perceived as treating the policyholder insensitively and improperly.

These considerations are important as an adjuster, investigator, or attorney determines how to obtain information effectively without being inadvertently offensive to an insured’s culture, and how to evaluate the information obtained during the investigation.