How should adjusters document their investigations?

Documenting investigations thoroughly is crucial for insurance adjusters, as it creates a clear record that can be referred to throughout the claims process. Using both digital files and physical notes allows adjusters to maintain flexibility and ensures that information is captured in various formats. Digital files can be easily stored, searched, and shared among team members, enhancing collaboration and access to information. In contrast, physical notes can be useful for jotting down immediate observations and details during inspections or interviews, which might not yet be recorded in a digital format.

This comprehensive approach ensures that all aspects of the investigation are well-documented, making it easier to support decision-making and comply with regulatory and company standards. It also helps in providing evidence in case of disputes or audits, as both formats will provide a detailed account of the adjuster’s findings and efforts during the investigation.

In contrast, relying solely on verbal reports would leave room for misunderstandings and inaccuracies, as verbal communication can be vague and is not easily referenced later. Only using forms provided by the insurer may limit the adjuster's ability to capture necessary details beyond what the forms dictate, restricting their investigation's thoroughness. Simply documenting conversations with clients does not encompass the full range of evidence and observations that need to be collected during the claims