Effective Recorded Statements Pt. 1 - Listening and Follow-Up Questions

Many times we ask our list of well-prepared questions, yet later when we review the statement it’s obvious we never listened to the responses. This can be prevented if the claim representative conscientiously listens throughout the conversation. Having a well-prepared strategy along with actively listening can guarantee a quality statement.

It has been estimated that 30% of all possible subrogation recoveries are lost due to inadequate follow-up questions during the investigation of a claim. By the time the subrogation department receives the file, very often evidence has been destroyed and witnesses have disappeared.

In this session, we will learn how to ask better follow-up questions which is important because:

• It can help prevent add-on injuries and/or add-on circumstances that often pop up at the at the tail end of fair settlement.
• Once the insured/claimant/witness obtains a lawyer they may be reluctant to give a second statement. If so, we are left with the initial statement for the adjusting on the claim.
• Future decisions made on the claim will be made on the basis of information collected during the statement taking process.
• If the case goes to trial the statement(s) will become the basis for examination of the person while under oath.