Getting the truth: What is your insured really saying?

Deceptive people are quick to identify an investigator’s biases and use them against him. They will figure out what motivates the interrogator and use that information to their advantage. (Photo: Bigstock)

Everyone shares information both verbally and non-verbally whether we realize it or not. “When you enter a room, you are communicating,” said Joseph Koenig, owner of KMI Investigations, during a session on communication as part of the recent IASIU virtual conference. “Everything we communicate is the result of a decision. Hesitations and indecisions are the results of decisions, as are words and actions.”

For insurance adjusters, learning to recognize when a policyholder or claimant may not be completely truthful is an important aspect of the investigation. “The deceptive are slippery,” shared Koenig. “They consistently use imprecise, wiggly, and hard-to-pin-down language. Honest people want to make sure you understand them and will use clear concise language.”