The claim file is a history of every move the insurer made, the facts it gathered, and the basis for its claim decision.
If the claim progresses to litigation, the claim file may also become important evidence. Therefore, it is important to understand the parameters and tools available to conduct a thorough and ethical claim investigation.
This article will explore pre-litigation tools and tips for preparing a claim file and investigating a first-party claim.
The claim file is a permanent record. Once a document or note is made a part of the claim file, it cannot be undone.
Thus, before making any entry, the claims professional should consider the purpose and tone of the entry and whether the professional would be willing to present the entry to a jury, if necessary.
