A claim can look one way on paper.
The reality can look very different.
Medical records, statements, claim forms, databases and other documentation can provide important information when evaluating a claim. But while these resources are valuable, they don’t always tell the whole story.
Sometimes, you need someone in the field to find out what is actually happening.
When the Paper Trail Isn’t Enough
Insurance investigations often begin with information that already exists: medical records, employment information, prior claims, statements and other documentation.
But what happens when something doesn’t add up?
A claimant may report significant physical limitations, yet questions remain about their day-to-day activities.
A claim may raise questions about what is happening at a particular location.
Or there may simply be a need to verify what is happening outside of the records.
That’s when it’s time to get out of the database and into the field.
Field investigations provide firsthand information that cannot always be obtained through research.
Seeing What Others Can’t
At CaptureINTEL, our licensed field investigators conduct discreet, professional investigations designed to uncover the facts that may otherwise remain out of sight.
Depending on the needs of the case, that may include:
- Discreet surveillance to document activity and behavior
- Activity checks to help verify reported limitations or activities
- Site visits to gather firsthand information about a location or situation
- Photographic documentation to support investigative findings
- Detailed investigative reporting that clearly communicates what was observed and documented
The goal isn’t simply to gather more information.
It’s to gather the right information.
The Difference Is Evidence
Consider a claimant who reports significant physical limitations.
The medical records may document those limitations. The claim file may contain the claimant’s statements. But neither necessarily shows what the person is doing when no one is watching.
A properly conducted surveillance investigation can provide a different perspective.
An investigator may document activities that appear inconsistent with reported limitations, providing the insurer or claims professional with information that warrants further consideration.
The same principle applies to site investigations.
When questions arise about what is happening at a particular property or location, a site visit can provide firsthand observations that aren’t available through photographs, online records or other databases.
Sometimes, seeing the situation for yourself changes the way you understand the case.
Investigation Requires More Than Information
Technology has made it easier than ever to access information. Databases can be searched in seconds, records can be reviewed remotely, and digital tools can help investigators identify potential leads.
But information isn’t the same thing as evidence.
And finding a piece of information is only part of the investigative process.
Experienced field investigators know how to recognize inconsistencies, determine which questions need to be answered, and pursue the leads that matter. They also understand the importance of conducting investigations discreetly, professionally and within applicable legal and ethical guidelines.
That’s the value of putting a trained investigator in the field.
Real People. Real Investigation.
At CaptureINTEL, our work doesn’t stop at assigning an investigator and waiting for a report.
From the initial assignment through the investigation and final report, real people are involved at every stage.
Our team communicates with clients throughout the process, helping ensure that investigative objectives are understood and that the information collected is relevant to the needs of the case.
Our investigators don’t simply tell you what they found. They document their findings through detailed reports, including video and still images, which is the evidence needed to make informed decisions.
That gives claims professionals the information they need to evaluate the facts rather than rely on assumptions.
When the Facts Matter, Go Beyond the File
A claim file can tell you a lot.
But sometimes, it can’t tell you everything.
When questions remain unanswered, field investigation can provide the firsthand information needed to understand what is really happening.
Because when the facts matter, you shouldn’t have to rely on assumptions.
Sometimes, you have to see it for yourself.
CaptureINTEL provides professional field investigation services, including surveillance, activity checks, site visits and investigative interviews. When the paper trail isn’t enough, our investigators go into the field to find the answers.
Real investigators. Real research. Real answers.
