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Listening in claims investigations. Extracting as much information as possible early in a claim can help provide an accurate picture of a loss event. (Photo: Shutterstock)

The first statement regarding a new loss is critical, no matter how it is assigned. It may be the only time you speak with those involved, particularly if the claimant secures an attorney. For that reason, it is imperative to extract as much information as possible early in the process.

This first interview should include active listening, which involves a higher level of interaction. It can make the difference in a sound investigation of the case. Comprehending the statement details and asking appropriate follow-up questions are obvious, but let’s look at what often happens in the typical case where an insurance rep reads from a general script instead of processing the answer and changing course as needed.

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