What is the first step an adjuster should take when beginning an investigation?

The first step an adjuster should take when starting an investigation is to review the claim file. This initial step is crucial because it provides the adjuster with a comprehensive understanding of the claim, including key details such as the policyholder's coverage, the circumstances surrounding the loss, and any previous claims or relevant history associated with the policy.

By reviewing the claim file, the adjuster can develop a framework for the investigation, identifying areas that require further inquiry. This preliminary knowledge helps shape subsequent steps, such as determining whom to interview or what evidence to collect. It also aids in recognizing any potential red flags or discrepancies that may need to be addressed during the investigation.

While interviewing the claimant, assessing physical damage, and collecting witness statements are all critical components of the claims process, they should follow this initial review. By first understanding the context and contents of the claim file, the adjuster can conduct a more effective and focused investigation.