The phenomenal growth of this electronic community has created a unique new investigative tool within the claims community. A Social Networking Activity Profile (SNAP) is fast becoming a favorite tool to complement core investigative tactics of workers' compensation claims.
"A SNAP investigation is a new and exciting investigative tool that yields more information than just a quick Internet search conducted internally," said Glen Distefano, vice president and COO of SUNZ Insurance Co. in St. Petersburg, Fla. "Social networking investigations are quickly becoming a standard go-to choice within our investigative toolbox."
How It Works
Claims professionals are rapidly learning that a SNAP investigation goes far beyond a Google, FaceBook and MySpace search conducted with a few clicks at their desks.
A SNAP investigation is equivalent to an electronic activity check that identifies, determines and documents an individual's exposure on the Internet. This comprehensive investigative tool focuses specifically on thousands of social networking, e-commerce, and on-line advertising sites currently hosted on the web.
Based on electronic fingerprint technology, a systematic and methodical investigation is conducted utilizing a combination of automated data and logic algorithms combined with old fashion investigative research, pattern and trend analysis. This methodology, working in unison, checks and cross-references literally thousands of sites. The search includes, but is not limited to, these Internet categories:
- Social Networking Sites
- Classified Ads
- Personal Ads
- Posted Resumes
- Discussion Forums
- Video Sharing and Posting
- Blogs and Micro-Blogs
- Professional Networking
- Dating
- On-Line Stores
- E-Commerce
When to Use SNAP
"We strongly believe that a thorough and complete investigation should be conducted on all claims. Looking into an individual's background and activities -- including social networking postings -- is a valid and worthy investigative option," said Stephanie Wallace, claims manager for Packard Claims Administration, Inc., in Tarpon Springs, Fla. " The SNAP product satisfies this need."
And because SNAP is Internet-based, there are no geographic limitations to its effective use. SNAP can be successfully used in many different claim scenarios, including:
Surveillance Profiling
Ascertaining claimant activities (past and present); locating missing claimants; reviewing and evaluating posted pictures, individual interests, hobbies, leagues, employment, income, associated persons and much more can be accomplished by visiting various sites. Historically, this type of data would take days and weeks to develop, if it was available at all.
Determining Positive Identification
Claimants can be positively identified through their own Internet postings of personal photographs. By obtaining this identification on-line, the investigator remains anonymous and is able to avoid the historically controversial tactic of pretexing.
Income & Earnings
Through effective use of e-commerce screening, secondary earnings may be identified.
Age & Demographic Profile
On-line profiles can be extremely helpful in evaluating claimants. More and more people across all age and demographic lines are engaging in on-line activity. Data suggests that 73 percent of young adults use social networking sites and 43 percent of adults over 30 use them. Interestingly, the 50+ age group is one of the fastest growing demographics for social networking sites.
Success Stories
Because electronic searches are so economical, there is a very high return on investment associated with this type of investigative product. Here are three real-life examples of how SNAP was effectively used in workers' compensation claims management.
Success Profile No. 1
After several unsuccessful attempts to locate a claimant, a claims adjuster ordered a SNAP. The current address of the claimant was quickly located and his actions were documented for several days and nights. The SNAP investigation revealed that the claimant resided with a roommate of similar age (mid-twenties) in the same city where they both attended college. Numerous postings were found for both the claimant and the roommate that identified their upcoming social plans; surveillance was initiated in conjunction with these postings. The information obtained included identification pictures and video of the claimant and his departure and arrival times to planned events (concerts, bars, dance clubs, sporting events) and pictures of associates and friends.
This documentation proved very useful to the claims adjuster, who ultimately was able to reduce the claims exposure for a nuisance value based upon the evidence obtained from the investigation.
Success Profile No. 2
An experienced claims handler thought a claimant was receiving secondary income in addition to his workers' compensation benefits. Routine surveillance had been ineffective because the claimant remained in his home, conducting his activities out of view of standard surveillance.
The claims handler ordered a SNAP.
It was quickly learned that the claimant was operating a home business using several obscure specialty Internet stores, consistent with the target market of his product.
Interestingly enough, the claimant moved his on-line business off e-Bay and Craigslist immediately following his work-related accident. The claimant then placed his existing on-line business on several secondary lesser-known Internet sites, apparently hoping to hide his business endeavor from the probing eyes of the insurance carrier.
The subsequent investigation revealed the claimant's sales volume for revenue obtained post date-of-loss (and while receiving his workers' compensation benefits). In addition, signed and dated DWC-19s corresponded with the period of this documented secondary income.
In light of the suspect activities identified within this claim, this matter was referred to the special investigation unit for further investigation; a subsequent filing was made to the state's division of insurance fraud.
Success Profile No. 3
Before assigning routine surveillance, a cautious claims handler ordered a SNAP in an effort to improve the likelihood of a successful investigation.
The SNAP revealed that the claimant was actively engaged on several social and hobby-related Internet sites, including dirt track car racing. It was learned that the claimant owned two race cars and was actively pursuing his car racing hobbies post the date of his accident.
Further analysis revealed past and future race locations, finish times, and winnings (secondary earnings) for the race season. Video postings were obtained from several specialty dirt track racing Internet groups and chat rooms showing the claimant conducting post-race interviews with race track officials.
The documentation obtained from the SNAP investigation was dated after the claimant received his permanent total disability rating.
This claim ultimately was referred to the appropriate state fraud bureau for criminal prosecution.
Tips & Tricks
Social networking Internet sites reside in a fluid and sometimes unpredictable environment. It is important to recognize this and adapt to it. Some useful tips and tricks to help ensure a valid and useful investigative outcome include:
Retain Perishable Information
Once useful data is found, it is imperative to off-load this information and preserve the data as evidence. Site information constantly changes and is frequently updated, with users often adding or removing postings. Consider that all Internet information has a shelf-life and be diligent in saving what is found.
Don't Rely on the Big 3
The big three social/search sites (Google, FaceBook and MySpace) represent only a portion of overall Internet content. Searching the top sites is not a comprehensive SNAP investigation. Savvy claimants understand that insurance carriers are checking and monitoring their Facebook and MySpace accounts. Sophisticated claimants migrate their information to second- and third-tier locations to avoid detection.
Recheck Active Users
Once an active Internet user is identified, it is necessary to repeatedly check his sites and search for additional postings and exposures. The Internet is a dynamic environment, creating a responsibility to frequently update the SNAP investigation. Facebook alone adds one billion new images a week.
Cautions & Pitfalls
As with any investigation, all investigative work must be done by a licensed and insured investigative provider. It is imperative that legal and ethical constraints and corporate policies and procedures be adhered to and followed without exception. This includes the laws set forth within the Electronic Communication & Privacy Act and by the Federal Trade Commission. Violating an individual's privacy, hacking an individual's account or engaging in on-line chats or other communication cannot be pursued or tolerated.
In Closing
SNAP-type investigations are currently being used at every level of law enforcement, from nabbing sexual predators to tracking and apprehending terrorists for one simple reason -- they work. SNAP is a clear example of another modern and effective investigative resource designed to assist the claims handler in making accurate, fair and compensable claim decisions.
Steve Cassell is the senior vice president of Litigation Solutions, LLC (formerly RSight Investigations). Surveillance, SIU, SNAP and fraud abatement services are provided nationally. www.litsol.com. 800-995-1610.
