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Recorded Statements

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The course “Recorded Statements” is designed to enhance the student’s knowledge, understanding, and professional competence in conducting recorded interviews while handling claims. The module is presented by Jim Todd, a Senior Claims Manager with The IMT Group; Leslie Johnson, Assistant Regional Claim Manager with The IMT Group; and Peter Hood, an attorney with the law firm of Neilsen, Zehe, & Antas.

The presenters begin by listing the most common types of witnesses who are interviewed and the unique challenges inherent to each type. Next, the presenters share their insights about the best ways for an adjuster to prepare for recorded interviews. The presenters then speak regarding the different locations where an interview may be conducted and the advantages and disadvantages of each. The presenters further discuss the step-by-step process of how to conduct an interview from start to finish. They share some stylistic strategies that may work for various personalities of interviewees. Mr. Hood then gives an overview of the evidentiary laws of hearsay. Finally, special cases are considered, such as SIU statements and inter-company arbitration.

After completing the course, the viewer should be able to…

address the unique challenges inherent in the many different types of interviewees; list and define the five types of recorded statements; prepare fully for an interview, making use of all available resources at his or her disposal; choose the proper location for the interview based upon the circumstances; know the step-by-step process of an interview from start to finish; give a proper opening and closing statement; utilize various stylistic techniques appropriate for a certain kind of interviewee; use both open-ended and closed-ended questions; identify statements that might be considered by a court to be hearsay; recognize unique situations, such as SIU statements and inter-company arbitration statements, that call for special treatment.

The course is designed for insurance professionals working in the areas of property insurance and third-party casualty insurance claims handling, coverage, and litigation.

What CE Credit is available?

Note: To qualify for credit, you must submit completion (including a passed final exam if required) within five days of completing the last quiz. No partial credits will be awarded.

State:
Adjuster General CE Hours:
Adjuster Ethics CE Hours:
Attorney General CLE Hours:
State's Course ID:
NH 2.0 476075
TX (classroom equivalent) 1.0 98658
NC 2.0 C11298
FL * ( Provider Number: 364169 ) 2.0 1193794
IL 2.0 537349
WY 2.0 27493
OK 2.0 1027319

* This course has been approved by the Florida Department of Financial Services for insurance continuing education credit.

Course Content

The “Who” and the “What”
Expand
Lesson Content

1) Introduction
2) Who may be interviewed?
a) The insured
b) A claimant or third party
c) Witnesses
d) Law enforcement
e) Experts
3) Evaluate the statement giver
4) Types of recorded statements
a) General recorded statement
b) Written statement
c) Follow-up recorded statement
d) Formal recorded statement
e) Examination Under Oath
5) Failure of witnesses’ memories
6) Statements can dictate investigations
a) Example: Homeowners policy and lawn mower repair
7) Quiz
a) 5 multiple choice questions
b) 4 choices per question
c) A second quiz if less than 80% score on first quiz

The “When”, “Where”, and “How”
Expand
Lesson Content

1) Preparing for an interview
a) First Notice of Loss
b) ACORD Form
c) Review the Policy
d) Internet mapping services
e) ISO ClaimSearch
f) Social media
2) Considerations when choosing a location
a) Your safety
b) Convenience of the interviewee
c) Quiet and comfortable
3) Locations to conduct the interview
a) Office
b) Restaurant
c) Accident site
d) Phone
4) Options for recording the statement
a) In person with recorder
b) Telephone with recording device
c) Skype or similar service
5) Professionalism
6) Quiz
a) 5 multiple choice questions
b) 4 choices per question
c) A second quiz if less than 80% score on first quiz

How to Conduct the Interview
Expand
Lesson Content

1) Arrive early
2) Establish rapport
3) Be well organized
4) Maintain control
5) Be professional
6) Relax
a) Ease the apprehension
b) Physical location
7) The steps in a recording
a) Test your equipment
b) Get permission
c) Address concerns
d) Opening statement
e) Offer a copy
f) Admonishments
8) Have a clear sequence with opening and closing
a) Opening
b) Closing
9) Quiz
a) 5 multiple choice questions
b) 4 choices per question
c) A second quiz if less than 80% score on first quiz

Stylistic Strategies
Expand
Lesson Content

1) Open-ended questions
2) Closed-ended questions
a) Moderately closed vs. highly
closed
b) Bipolar question
c) Be careful not to overuse
3) Leading questions
4) Probing questions
5) The naive approach
6) The art of drilling down
a) Sample statement
7) Quiz
a) 5 multiple choice
questions
b) 4 choices per question
c) A second quiz if less than 80%
score on first quiz

Uncooperative Witnesses and Hearsay
Expand
Lesson Content

1) Third-party claimants might be unwilling to be interviewed
2) If attorney represents interviewee
3) Knowing the right time
a) Generally, take a statement soon
b) Occasional advantages to waiting
c) Illustrative example
d) Secondary statements
4) Hearsay
a) Hearsay definition
b) Party admissions
c) Excited utterances
d) Present sense impressions
5) Quiz
a) 5 multiple choice questions
b) 4 choices per question
c) A second quiz if less than 80% score on first quiz

SIU and Subrogation Statements
Expand
Lesson Content

1) SIU Statements
2) Sample statement
3) Subrogation statements
a) Inter-company arbitration strategies
i) Bracketing questions
ii) Paint a picture
iii) Physical evidence
b) Large complex technical cases
c) Property damage
4) Conclusion
5) Quiz
a) 5 multiple choice questions
b) 4 choices per question
c) A second quiz if less than 80% score on first quiz

Get CE Credit or Certificate of Completion.

Submit within 5 days to get CE Credit or Certificate of Completion.

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